> ## Documentation Index
> Fetch the complete documentation index at: https://docs.outzen.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fixes for the most common problems with senders, Lists, Campaigns, replies, meetings, and billing.

If you can't find your issue here, email [hello@guhan.ai](mailto:hello@guhan.ai) with what you tried, what you expected, what happened, and your workspace name.

## Sender accounts

> [accordion] A sender says it needs reauthorization
>
> The connection expired, usually after a password change or a sign-out from all sessions.
>
> **Fix:** open **Settings → Sender accounts**, find the account, and reconnect it. Guhan shows a banner while any sender is broken, and sends from it are paused until it's fixed.

> [accordion] A LinkedIn account was restricted
>
> LinkedIn flagged activity and limited the account.
>
> **Fix:**
>
> 1. Sign in to LinkedIn directly and follow what it asks.
> 2. Once the restriction is lifted, reconnect the account in Guhan.
> 3. Review your caps and sending window. See [Sending safety](https://docs.outzen.ai/campaigns/sending-safety.md).

> [accordion] Emails are bouncing
>
> A few bounces are normal. Many bounces usually mean a reputation or setup problem.
>
> **Check:**
>
> * Your domain has SPF, DKIM, and DMARC set up.
> * You're not sending far more than the mailbox is used to.
> * Your messages avoid spammy phrasing.

> [accordion] WhatsApp disconnected
>
> The phone-linked session ended.
>
> **Fix:** reconnect the account under **Settings → Sender accounts** and scan the QR code with your phone.

> [accordion] I can't connect another sender
>
> Each license includes one sender. Add a license or an extra-sender add-on under **Settings → Billing**. See [Plans and credits](https://docs.outzen.ai/workspace-settings/plans-and-credits.md).

## Lists and prospects

> [accordion] A List isn't finding anyone
>
> The filters may be too strict, or the List may be out of credits.
>
> **Check:**
>
> * **Credits.** Searches stop when the balance reaches zero.
> * **Titles.** Try broader titles.
> * **Company filters.** Loosen industry, size, or headquarters.
> * **Signal.** Remove or loosen the signal to see whether it's the cause.
>
> **To isolate it:** pause every signal source but one and see whether prospects get added.

> [accordion] A List is finding too many
>
> Tighten the filters on the source: narrower titles, a smaller size range, or a stricter signal. Remember that every profile a watch returns costs a credit, even if it doesn't pass your filters.

> [accordion] The wrong seniority is getting added
>
> Title matching is literal. "Sales Director" and "Director of Sales" match differently, so add the exact forms you want. Remove suggested variations that are below your target level.

> [accordion] Someone shows up as already in the workspace
>
> Guhan skips people it already has, so nobody is contacted twice. Search the **Prospects** page for the name to find them.

> [accordion] I can't add more prospects from a CSV
>
> Uploads are limited by an active-prospect cap that scales with your licenses and senders. Remove prospects you no longer need or add a license. See [Plans and credits](https://docs.outzen.ai/workspace-settings/plans-and-credits.md).

## Campaigns

> [accordion] My Campaign isn't sending
>
> **Check:**
>
> * **It's still a draft.** Campaigns need to be launched.
> * **No sequence,** or the sequence has errors.
> * **No List** is selected as the audience.
> * **No sender** is assigned for a channel the sequence uses, or a sender is disconnected.
> * **Outside the sending window.** Sends wait for your active hours.
> * **Out of credits.** AI-drafted messages cost a credit each.
> * **The workspace is read-only.** See Billing below.
>
> An empty audience only warns; it doesn't block a launch. See [Launch and manage](https://docs.outzen.ai/campaigns/launch-and-manage.md).

> [accordion] I can't edit my Campaign
>
> A running Campaign has to be paused before you edit it. Pause it, make your changes, then resume. See [Launch and manage](https://docs.outzen.ai/campaigns/launch-and-manage.md).

> [accordion] Nobody is replying
>
> Read a few sent messages from a prospect's timeline. Do they sound like you? Tone in Brand & Voice, a heavy first-message pitch, and a weak signal fit are the usual causes. Try a softer opening and a tighter List.

> [accordion] Messages feel repetitive
>
> Over-specific step briefs and too many required phrases produce samey drafts. Simplify the brief, trim your "never include" list to what matters, and turn on recent-post fetching for LinkedIn DM steps so messages reference real content.

## Inbox and replies

> [accordion] Replies aren't appearing
>
> Check that the sender account is connected and healthy under **Settings → Sender accounts**, and reconnect it if it shows a problem. If a sender looks fine and replies are still missing, contact support.

> [accordion] Guhan didn't draft a reply
>
> Drafting depends on your reply rules under **Settings → Sending & Reply Rules**. With **Escalate to a user**, replies come to you instead. Meeting requests always go to a person. AI drafts also need credits.

> [accordion] A reply was classified wrongly
>
> Take over the conversation and handle it yourself. Guhan labels replies as positive, meeting request, question, negative, unsubscribe, out of office, or not now. Low-confidence "negative" and "unsubscribe" verdicts are sent to a person rather than stopping the sequence.

## Meetings

> [accordion] Prospects can't find a time to book
>
> Your calendar may show you as busy across the offered window. Check working hours, all-day blocking events, and that your meeting duration plus buffer fits your free gaps.

> [accordion] A meeting isn't on my calendar
>
> Syncing can lag a little. If it persists, check the account's status under **Settings → Calendars** and reconnect it.

> [accordion] A Cal.com or Calendly booking isn't tracked
>
> Tracking relies on information carried in the booking link. Some link shorteners strip it. Use the link Guhan generates as is, and check the calendar's status under **Settings → Calendars**.

## Billing

> [accordion] My balance is 0, or sends stopped
>
> Check **Settings → Billing**. Zero credits stops searches, enrichment, and AI drafting. A workspace is read-only if the trial ended without a subscription or a failed renewal wasn't fixed within 7 days; update your payment method to lift it.

> [accordion] A plan change failed
>
> This is usually the payment method. Update it under Billing and try again. Reducing licenses is blocked if you have more members or senders than the new count.

> [accordion] I was charged twice
>
> Email [hello@guhan.ai](mailto:hello@guhan.ai) with the invoice details.

## Related

> [card] [FAQ](https://docs.outzen.ai/help/faq.md)
>
> Quick answers to common questions.

> [card] [Sending safety](https://docs.outzen.ai/campaigns/sending-safety.md)
>
> Caps, windows, and keeping accounts healthy.


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.