Common Issues and Troubleshooting

This article covers the most frequently encountered issues in SalesKey and how to resolve them.

Login and Access

I can't log in — my password is not working.

Use the Forgot Password flow to reset your password.
Check that Caps Lock is not on.
If your organization uses SSO (Microsoft or Google), use the Sign in with Microsoft or Sign in with Google button instead of email/password.

I'm being asked for a two-factor authentication code but I don't have my device.

Contact your administrator to temporarily disable 2FA on your account.
See Two-Factor Authentication for setup guidance.

I see "You don't have permission to access this" when opening a page.

Your role may not include access to that module.
Contact your administrator to review your role and permissions. See Roles and Permissions.

I was invited but the invitation link is not working.

Invitation links expire after 48 hours. Ask your administrator to resend the invitation.
Make sure you are opening the link in the same browser where you are not already logged in with a different account.

Email and Inbox

My inbox is not showing new emails.

Check that your email account is still connected in Settings > Integrations.
Disconnect and reconnect your email account to refresh the connection.
New emails may take a few minutes to sync after reconnecting.

Emails I send from SalesKey are going to recipients' spam folders.

This is usually a domain reputation issue. Contact your administrator to verify your sending domain settings.
Ensure you are sending from a verified email address.

I can't find an email I know I received.

Use the search bar in the Inbox to search by sender, subject, or keyword.
Check that the email was not automatically archived or filtered.

Contacts, Leads, and Deals

I accidentally deleted a record.

Contact your administrator immediately. Deleted records can be restored within 30 days. See Restoring Deleted Records.

I imported contacts but some records are missing.

Check the import result summary for skipped rows.
Download the error report from the import results page to see which rows failed and why.
See Importing Contacts for guidance.

I can't convert a lead to a deal.

Ensure you have permission to create deals (check with your administrator).
Verify that all required fields on the lead are filled in before converting.

A deal's pipeline stage is greyed out and I can't move it.

Your role may not have permission to edit deals in that pipeline.
The deal may be locked or closed. Contact your administrator.

Activities and Calendar

My activities are not appearing in Google Calendar.

Ensure Google Calendar sync is enabled in your profile settings.
Disconnect and reconnect the Google Calendar integration in Settings > Integrations.
Check that you have granted SalesKey calendar access in your Google account permissions.

I created an activity but it doesn't appear in the calendar.

The calendar view may be filtered to specific activity types. Check the filters in the calendar view.
Verify the activity date — the calendar is showing the correct time period.

Timesheets

I can't add a manual timesheet entry.

Manual entry may be disabled by your administrator. Contact your admin to enable it in Settings > Company Preferences > Timesheet Settings.

My timesheet entry was rejected — what do I do?

Your manager will typically leave a rejection reason. Edit the entry to address the feedback and resubmit.
See Timesheet Approval Workflow for details.

I can't edit a timesheet entry I already submitted.

Once submitted for approval, entries are locked. Ask your manager to return it for editing if changes are needed.

Dashboard and Reports

A dashboard widget is showing no data.

The widget may be filtered to a date range with no activity. Adjust the widget date range.
Ensure the module the widget is based on has records. For example, a Deals widget will be empty if no deals exist.

I can't see a colleague's dashboard.

Dashboards must be explicitly shared. Ask your colleague to share their dashboard with you. See Sharing Dashboards.

Performance and Browser

SalesKey is loading slowly.

Clear your browser cache and cookies.
Try a different browser (Chrome or Edge recommended).
Check your internet connection speed.
Disable browser extensions that may interfere with the page.

A page is not loading or showing a blank screen.

Hard refresh the page: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows).
Clear your browser cache.
Try opening SalesKey in an incognito/private browser window.

Still Need Help?

If your issue is not listed here or the steps above didn't resolve it:

Check the relevant knowledge base article for the feature you are using.
Contact your organization's SalesKey administrator.
Reach out to SalesKey support with:
- Your account email
- A description of the issue
- Steps to reproduce the problem
- Any error messages you see