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Most problems show a clear message in the panel. Find that message below and follow the fix. Start with the simplest check: is the panel showing your name under Settings › Account? If yes, you are signed in and the problem is further along.

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Sign-in and connection

The extension uses your normal Salesfinity login. Click Open Salesfinity, log in at web.salesfinity.co, then reopen the panel.Log in using the same Chrome profile the extension is installed in. A different profile, or a guest or incognito window, has its own login.
Click Retry. If it keeps happening, check your internet connection. Then open Settings in the panel and make sure Environment is set to Production.
The panel still shows records, but calls and emails may be refused until the subscription is active again. Ask a Salesfinity admin on your team to check billing.

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Calling

Click Enable microphone or Open permission page. On the page that opens, click Allow microphone. If Chrome blocked it before, click the icon at the left of the address bar, set the microphone to allow, and try again.You can check the status any time in the panel’s Settings. It should read Granted. If not, click Fix.
You have no Salesfinity phone number assigned. Ask an admin to assign you one in Salesfinity, then reopen the panel.
The CRM record has no phone number Salesfinity can read. Add one in your CRM and click the refresh icon in the panel, or click Call someone else and type the number.
Close the panel and open it again, then hang up. You can also press Alt+Shift+H (Option+Shift+H on a Mac) from any tab.
The text you highlighted did not contain a number Salesfinity could read. Highlight just the digits and try again. Dates, prices and long runs of the same digit are ignored on purpose.
Another extension may use the same keys. Open chrome://extensions/shortcuts in the address bar and set new keys for Salesfinity.

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Salesforce and HubSpot records

Check three things:
  1. The record type. Buttons appear on Salesforce contacts and leads, and HubSpot contacts. Accounts, companies and deals do not get them.
  2. The page was open before you installed. Reload the CRM tab.
  3. A floating badge. When the record header has no room, the buttons move to a small floating Salesfinity badge on the page.
You can always open the panel from the toolbar instead. It shows the same record.
Your Salesfinity account has no connection to that CRM yet. Click Open integrations, connect it under Settings › Connections › Integrations, and come back to the record. See Salesforce or HubSpot for setup.
The CRM did not return a contact for this page. It may be a different object type, or your CRM user may not have access to it. Click Refresh. If it persists, open the record in your CRM to check you can see it.
Calls are written to your CRM only after you click Save call. A skipped call is not logged. Calls started from a phone link on another site are logged to the number, not to the record open in another tab.If a saved call is still missing, see CRM troubleshooting.

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Email and sequences

The panel tells you why underneath. The common reasons:
  • Sequencer email is not set up for this team yet. An admin needs to set up the Sequencer.
  • No mailboxes are connected to the sequencer. Connect a mailbox first.
  • Your mailbox is not connecting or is paused. Reconnect or resume it in the Sequencer.
  • None of your mailboxes are in the sending pool yet. Ask an admin to assign one to you.
Click Open mailbox settings to go straight there.
Email from the panel works only for people who are already Salesfinity contacts. Add the person to a sequence first, which creates the contact, or open them in Salesfinity.
To add someone new to a sequence, the CRM record needs an email address. Add one in your CRM, then try again.
There is no active sequence to add people to. Create or activate one in Salesfinity first.

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LinkedIn inbox

The inbox needs an open LinkedIn tab where you are signed in. Click Open Inbox, sign in to LinkedIn if asked, and switch back to the panel.
Your Salesfinity session has expired. Click Sign in and log in to Salesfinity again.
Scheduled messages go out through your LinkedIn tab. Chrome must be running with a LinkedIn tab open at the scheduled time.
You’re done when the panel shows your name, the microphone reads Granted, and a test call from Call anyone rings through.

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Still stuck?

Email [email protected] with what you clicked, the exact message in the panel, and the extension version. The version is at the bottom of the panel’s Settings. You can also search the Help Center.

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Next steps

Install Salesfinity Anywhere

Start over with a clean setup, step by step.

Work from Salesforce and HubSpot

See exactly what each button on a record does.