---
title: "Prosyo Troubleshooting: Campaigns, Accounts and Email"
description: "Fix common Prosyo issues: campaigns not sending, reconnecting LinkedIn, blocked launches, SMTP errors, Outlook and Gmail approval, imports and webhooks."
url: "https://prosyo.com/docs/help/troubleshooting/"
image: "https://prosyo.com/wp-content/uploads/2026/10/Prosyo-wordmark-white-vector.svg"
language: "lb"
---

# Prosyo Troubleshooting: Campaigns, Accounts and Email

1. [Prosyo Docs](https://prosyo.com/lb/docs/)
2. [Help](https://prosyo.com/lb/docs/help/)
3. Troubleshooting

Last updated November 6, 2026 12 min read

**On this page**

- Campaigns
- Accounts
- Imports
- Inbox
- Intent
- SalesGPT
- Agent Penny
- Personalized video
- Integrations
- Billing
- Still stuck?

## Campaigns#

| You see | What to do |
| --- | --- |
| Campaign is running but nothing is sent | Check working hours and timezone, daily limits, and that the accounts under **Sending & safety → LinkedIn accounts** and **Email accounts** are **Healthy**. Actions are spaced 5–15 minutes apart on each account by default, so sending is gradual. |
| **N queued actions overdue** on the Dashboard | Some steps were due more than 30 minutes ago and haven't run yet. Usually a sending account needs reconnecting. Click **Check campaigns**, and check **Settings → Accounts**. |
| Banner: **Paused by Prosyo…** | A sending account stopped working. If it needs reconnecting, click **Open Accounts** and reconnect it: the campaign resumes by itself. Or click **Choose sending account**, pick another account, then **Review & resume**. See [Paused by Prosyo](https://prosyo.com/lb/docs/campaigns/launch-pause-resume/#paused-by-prosyo). |
| **No LinkedIn account selected** or **No email account selected** on the Campaigns list | Pick one under **Sending & safety → LinkedIn accounts** or **Email accounts**. |
| **N failed steps in the last 7 days** on the Campaigns list | Open the campaign's **Reports** tab and read **Why steps failed or were skipped**. If one person's step keeps failing, Prosyo stops that person with an error after repeated attempts. The rest of the campaign keeps sending. |
| Invite sent but no messages | They haven't accepted yet. Prosyo waits. Turn on **Cancel an invitation if not accepted till** to tidy up. |
| Email step skipped | The prospect has no email address, so Prosyo moves them on to the next step. If no mailbox is picked under **Sending & safety → Email accounts**, the step isn't skipped: Prosyo pauses the campaign and shows the **Paused by Prosyo…** banner. |
| Launch blocked | Read the list under **Fix before launching** in the review. On a draft campaign, problems in the sequence also show in a banner under **Fix these before launching:**. See [Why launch is blocked](https://prosyo.com/lb/docs/campaigns/launch-pause-resume/#why-launch-is-blocked). |
| "Your plan allows N active campaigns. Pause one or upgrade to run more." | Pause or archive another campaign, or [upgrade](https://prosyo.com/lb/docs/billing/plans-and-pricing/). Drafts and paused campaigns don't count, but resuming one counts again. |
| Can't edit the sequence | Pause the campaign first. Limits, working hours, sending accounts and the audience can change while it runs. |
| Send times moved after you changed working hours | That's expected. People waiting to be contacted move into the new hours straight away. Delays between steps are never shortened, and no step sends twice. |
| Someone got a follow-up after replying | Check that **Turn off remaining steps when they reply** is on. If they replied from a different email address or LinkedIn account, Prosyo can't match the reply. |
| A variable came out blank | That prospect's field is empty. Add a [fallback](https://prosyo.com/lb/docs/campaigns/variables-personalization/#fallbacks) to the variable, then check it with **Preview with a real prospect**. |

## Accounts#

| You see | What to do |
| --- | --- |
| LinkedIn stuck on **Connecting** | Wait a few minutes. If it doesn't finish, click **Finish connection** in **Settings → Accounts**. |
| **Needs reconnect** | Click **Reconnect** on the account in **Settings → Accounts**. Campaigns Prosyo paused for that account resume by themselves. |
| LinkedIn: **"An additional step seems necessary to complete login"** | Open linkedin.com in your usual browser and finish the check it shows, then connect again — or skip the login by choosing **Cookies** in the sign-in window. See [Connect with a cookie](https://prosyo.com/lb/docs/connect-accounts/linkedin-cookie/). |
| LinkedIn: **"can't accept any more requests"** | Sign-ins are rate-limited for that account and each retry extends the limit. Wait a few hours, then connect once — or connect [with a cookie](https://prosyo.com/lb/docs/connect-accounts/linkedin-cookie/), which isn't a sign-in. |
| The cookie you pasted is rejected | You copied only part of the value, or there's a space or quote around it. Copy `li_at` again in full. See [Connect with a cookie](https://prosyo.com/lb/docs/connect-accounts/linkedin-cookie/#if-it-doesnt-work). |
| **Choose a plan** on **Settings → Accounts**, or "Choose a plan to connect your LinkedIn account." | During the trial, LinkedIn connects only once autopay is set up. If **Settings → Billing** shows **Unlock LinkedIn during your trial**, an owner or admin clicks **Add autopay** (nothing is charged until the trial ends). Otherwise, choose a plan. See [The trial](https://prosyo.com/lb/docs/billing/plans-and-pricing/#the-trial). |
| Outlook: **Need admin approval** / `AADSTS90094` / `AADSTS65001` | Your Microsoft 365 admin must approve the app. See [Outlook](https://prosyo.com/lb/docs/connect-accounts/outlook-microsoft-365/#error-need-admin-approval). |
| Gmail: **Access blocked** / `admin_policy_enforced` | Your Google Workspace admin must trust the app. See [Gmail](https://prosyo.com/lb/docs/connect-accounts/gmail-google-workspace/#error-access-blocked-or-this-app-is-blocked-by-your-admin). |
| SMTP **Authentication failed** | Use an app password. On Microsoft 365, turn on Authenticated SMTP. See [SMTP/IMAP](https://prosyo.com/lb/docs/connect-accounts/smtp-imap/#common-errors). |
| Emails send but replies don't appear | IMAP isn't working. Click **Test connection**, then **Sync now**, on the mailbox. |
| Can't connect Gmail/Outlook | You need a paid plan with an email seat (Multichannel, Agency / Team, Enterprise or Penny SDR All-in) or an extra LinkedIn/email seat. The trial includes one SMTP/IMAP mailbox only. |
| "Your included LinkedIn/Gmail month has ended." | On AppSumo tiers 5 and 6, LinkedIn and Gmail/Outlook are included for the first 30 days. After that, add an **Extra LinkedIn or Gmail / Outlook seat** under **Add more senders** on **Settings → Billing**. |

## Imports#

| You see | What to do |
| --- | --- |
| Rows skipped | They already exist in your workspace (same LinkedIn URL or email). |
| "Map at least one column to Email or LinkedIn URL" | Map one of those columns. |
| Sales Navigator import fails | The connected LinkedIn account needs an active Sales Navigator subscription. |
| Import limit reached | Wait for next month or [upgrade](https://prosyo.com/lb/docs/billing/plans-and-pricing/). Updating existing people doesn't count. |

## Inbox#

| You see | What to do |
| --- | --- |
| A reply is missing | Click **Sync now** on that account in **Settings → Accounts**. |
| Can't send a reply | The thread's account needs reconnecting. |

## Intent#

| You see | What to do |
| --- | --- |
| You don't have a website | You don't need one. Check **What you sell** and that **LinkedIn signals** are on, and keep LinkedIn connected. A website is optional. |
| The website status doesn't change | Check that the saved domain matches your published site, the code is on the page you opened and the changes are published. **Check installation** shows **Working** once the first visit arrives. A site preview may use a different domain, and your consent tool or browser privacy settings may stop a visit from being recorded. |
| Visits arrive, but no people | People are recognised by name only when they fill in a form or sign up. Someone who opens a link you sent shows under **Campaign activity** on the prospect, not in Intent. Other visits can show the company in **Companies**. Prosyo never guesses a person from their internet connection. |
| I don't see all my included people today | They're spread across the month, so you get a share each day. High-intent people arrive right away. Switch off **Spread my included people across the month** in **Settings → Workspace → Ideal customer → Automatic delivery**, or lower the fit level. |
| A person is locked | Open them and choose **Unlock from my plan**. It uses your included amount first, then costs 10 credits once that's used up. |
| No LinkedIn activity appears | Open **LinkedIn signals** and check your posts and connection requests are being watched. A teammate switches on their own LinkedIn account there. If watching has already checked a lot today, it shows "Checked plenty for today. Checks again tomorrow." and continues the next day. To bring in one post now, use **Add LinkedIn post**. |
| Tracking is paused | Your monthly people are used up and you have fewer than 10 credits. Add credits in **Settings → Billing → Credits**, or it starts again next month. |
| A match waits in **Review** on Autopilot | It came from a form or sign-up typed on your website. Check the person, then approve. |
| Today is empty or finds few people asking | Open **What you sell** and check the offers and the words buyers use; add searches in your buyers' language. **LinkedIn signals** shows how many posts each search read and how many people it found. Mark wrong matches **Not relevant**. |
| A reply or link click isn't in Intent | That's expected. Replies, clicks and link visits come from your own outreach, so they show under **Campaign activity** on the prospect and in the campaign, not in Intent. |
| Research didn't finish | There wasn't enough public information to write something specific. Your credits come back automatically. |
| You can't find a contact for a website company | Open the company and choose **Find buyers** to see people in your buyer roles who work there. They're suggestions to research, not the person who visited. |

See the [Intent guide](https://prosyo.com/lb/docs/prospects/intent/).

## SalesGPT#

| You see | What to do |
| --- | --- |
| A follow-up misses the earlier offer | Continue the original chat and restate the offer or paste the earlier message. Say how short you want the follow-up to be. |
| You want to discuss a different audience | Choose **New**, or clearly explain what has changed. |
| An answer doesn't cover the week you meant | Filter campaign **Reports**, then share those dates and figures. SalesGPT's built-in campaign comparisons use all-time figures. |
| An answer misses a particular reply | Paste that reply into the chat. SalesGPT can see a selection of recent unread replies, not your entire message history. |
| You asked SalesGPT to send or pause something | Use Inbox or Campaigns to take that action. SalesGPT prepares copy and gives advice. |
| A request fails | Try again. Failed requests are refunded automatically; check **Settings → Billing → Credits** if needed. |

See [SalesGPT](https://prosyo.com/lb/docs/ai/salesgpt/) for examples.

## Agent Penny#

Agent Penny opens from **AI Agents** in the left menu, if your workspace has it.

| You see | What to do |
| --- | --- |
| "Ready to go. Press the button below and I'll carry on." | Click the button on the card. A reply such as "yes" tells Penny which request you mean, but only the card's button runs the action. |
| A card shows **Ask a member to approve** | Viewers can't approve. For an agent's step, a member, admin or owner can approve it in **AI Agents → Approvals**. A card in your own Penny chat can be approved only by you, so ask a member to make the same request in their own chat. |
| A successful card followed by an error | The completed action stays saved. Check its **View** link, then ask Penny to continue the remaining steps in the same chat. |
| "Part of this is still open. Reply “continue” and I’ll finish it." | Open the **Worked for … · N steps** line under the answer to see what was done. Add any missing information or approve the next card, then reply "continue". Don't assume the whole request finished. |
| Penny stopped at the credit limit for one answer | Everything done so far is saved. Reply "continue" to keep going. |
| You refreshed or closed the tab while Penny was working | She keeps working. Open the chat again: it shows she's still working, and the answer appears when it's ready. Only **Stop** ends an answer. |
| "Used the earlier result instead of running it again" | That action already ran in this chat. Ask Penny to do it again if you want it run again. |
| An app is unavailable | Open **Integrations → Connectors → Manage**, test it and reconnect if needed. Confirm the app is selected for your question. |
| A diagram appears as source or cannot be shown | Wait for the answer to finish, then click **Ask Penny to fix it** or ask her to correct it with simpler labels. The diagram source remains available to copy. |
| "… couldn't start right now." after picking an agent | Check that Penny Agents is on your plan and the agent is turned on, then try again. |
| An agent pauses | Click **Open the run** under its answer, or open the agent in **AI Agents → Agents** and its **Runs** tab, to see the reason. Review its steps and credit usage before continuing. If it ran out of credits, buy credits, then continue. |
| SDR setup is missing details | Saved workspace information fills matching empty fields. Review the selected ideal customer, add any missing facts, or use **Help me write this · 1 credit** for suggested wording. If setup failed to load, choose **Try again**. |
| A scheduled task keeps asking for approval | Edit the task and review **What Penny can do on its own**. Select the exact actions and apps it may repeat, then save. Actions outside those choices still need review. |
| Automatic SDR batches need review again | Check that **Start daily prospect batches automatically** is still on (changing setup details turns it off until you save that step again) and that the person who turned it on is still an owner or admin. Read the batch's warning before retrying. |
| "Penny's computer isn't available on your plan." | Penny's computer comes with Penny SDR and Penny SDR All-in. Add one from **AI Agents → Plans** or **Settings → Billing**. |
| "This month's … computer minutes are used, and extra minutes need 2 credits each." | Buy credits in **Settings → Billing → Credits**, or wait for next month's minutes. |
| "Finish this in Penny's computer" | A site wants you to sign in or prove you're a person. Click **Open computer**, then **Take control**, finish it yourself, click **Let Penny continue** and tell Penny to carry on. |

See [Agent Penny](https://prosyo.com/lb/docs/ai/agent-penny/), [Penny's computer](https://prosyo.com/lb/docs/ai/pennys-computer/#if-something-goes-wrong) and [Create diagrams with Penny](https://prosyo.com/lb/docs/ai/diagrams-with-penny/).

## Personalized video#

| You see | What to do |
| --- | --- |
| Your voice recording is saved but not ready | Choose **Make a sample**, listen to the full sample and choose **Use this voice**. |
| Voice personalization is unavailable | Ask your workspace administrator to enable it. Your saved recording can be used when it is available. |
| A spoken name changes too much of the sentence | Adjust the start and end of the marked moment, then listen to **Test video**. Keep the replacement phrase short. |
| A name appears on screen unexpectedly | Check the name mark's **Also show their name on screen** option. Spoken personalization and visible labels are separate. |
| The required website is not ready | Add or correct the prospect's website and retry when it can be used. Choose another background if you do not need their website. |
| Browser video creation waits | Keep a Prosyo tab open and visible until it finishes. Check the progress strip for any error. |
| Video is locked despite a Penny add-on | Video creation requires Multichannel, Agency / Team or Penny SDR All-in. A Penny add-on does not unlock it on another primary plan. |

See [Your voice and personalized speech](https://prosyo.com/lb/docs/video/your-voice-and-spoken-personalization/).

## Integrations#

| You see | What to do |
| --- | --- |
| Chrome extension says the token is invalid | The token was rotated or revoked, or the person who created it left the workspace. Ask whoever rotated it for the new token. Otherwise, an owner or admin clicks the **Chrome extension & API** card on **Integrations** and chooses **Generate API token** (it reads **Rotate token** if the workspace already has one, and rotating replaces every token). Paste the new token into the extension. |
| Webhook deliveries failing | Your endpoint must be public HTTPS and return 2xx within about 10 seconds. Check **Recent deliveries** on the **Custom webhook** card. |
| Signature doesn't match | Sign the **raw** body, not re-encoded JSON. Check you're using the latest secret. |
| HubSpot contact not created | The prospect has no email (HubSpot contacts are matched by email), or a private app token is missing scopes. Click **Test connection** on the HubSpot card, or **Reconnect HubSpot**. |
| Claude or ChatGPT shows an error after **Allow** | Click its card on **Integrations**, choose **Disconnect**, then connect again from the chat app. |

## Billing#

| You see | What to do |
| --- | --- |
| **Payment failed** notice, or **Payment due** on the sidebar plan card | A renewal payment hasn't gone through. Check your payment in **Settings → Billing**. The plan keeps working until the end of the paid period, plus one day for an autopay renewal. If it still isn't paid, the plan ends. |
| **Outreach is paused** or **Your plan has ended** | Campaigns, Intent playbooks, LinkedIn watching and Penny SDR are paused, and LinkedIn and Gmail/Outlook accounts were disconnected. Your data is kept. Renew in **Settings → Billing**, reconnect your accounts in **Settings → Accounts**, then open each campaign and click **Review & resume**. See [When a plan ends](https://prosyo.com/lb/docs/billing/manage-billing/#when-payment-fails-or-a-plan-ends). |
| An add-on **has ended** | Its renewal wasn't paid. Add it again from **Settings → Billing** whenever you need it. |
| "Start your free trial to begin sending. Nothing is charged until it ends." | Your trial hasn't started yet. An owner or admin clicks **Start free trial**. |
| "Your trial has ended — choose a plan below to keep sending." | Choose a plan in **Settings → Billing**. Your data is safe. |
| **Credit packs unlock on a paid plan**, **Ask a workspace admin to buy credits** or **The agency buys credit packs.** | Credit packs need a paid plan, and only owners and admins can buy them. In a client workspace, the agency buys credit packs. |

## Still stuck?#

If you see the help chat in the corner of the app, open it and use **Search for help** to search these docs, or **Send us a message** for an answer straight away. If you need the team, the chat offers **Talk to a person**, and the team replies by email.

Or contact us at [https://prosyo.com/contact-us/](https://prosyo.com/contact-us/) with:

- your workspace name,
- the campaign or account name,
- a screenshot of the message you see.

Still stuck?

Our team is happy to help. Send us the page you are on and a screenshot.

[Contact support](https://prosyo.com/contact-us/)

## Related guides

[Responsible outreach Guidelines for safe, respectful and compliant LinkedIn and email outreach: account health, deliverability, consent, GDPR and CAN-SPAM.](https://prosyo.com/lb/docs/help/responsible-outreach/) [Glossary Definitions of every Prosyo and outreach term, from ICP, ABM and enrollment to SMTP/IMAP, credits and intent, plus a variable cheat sheet.](https://prosyo.com/lb/docs/help/glossary/) [LinkedIn limits How many LinkedIn connection requests can you send per day and week? Safe limits for invites, messages and views, plus a 4-week warm-up plan.](https://prosyo.com/lb/docs/help/linkedin-limits-explained/) [Email deliverability Keep cold emails out of spam: set up SPF, DKIM and DMARC, use a secondary domain, warm up mailboxes, cap volume and write emails that land.](https://prosyo.com/lb/docs/help/email-deliverability-guide/)