Troubleshooting.

The most common symptoms, with the fixes that resolve them on the first try.

”I imported but nothing’s happening”

Check the Sequences table — newly imported prospects may still be in pending_research (status visible in detail drawer)
Refresh after a few minutes — research takes 30–60s per prospect
Check Plan & Usage header — if you’re at the import cap (750/mo), new imports are partially skipped. The import response counts skippedImportCap.

”AI sequences are generic / weak”

Fill in company_url on import — it’s the strongest research anchor
Set your brand voice in Settings → Reputation AI → Brand voice if you run Reputation AI; otherwise it’s learned from the sequences you approve (it carries across products)
Try a sequence template instead of AI mode for predictable copy
Approved sequences feed back into your brand voice — the more you use the system, the better it gets at sounding like you

”Email failed to send”

Open the sequence detail drawer; look at the failed step’s last_error
Common errors:
- “Daily user-quota exceeded” — you hit Gmail’s daily cap. Wait for reset.
- “Invalid grant” / “Token expired” — the Email Provider card now shows a Reconnect banner when this happens; click it to re-authorize (no manual disconnect needed)
- “Recipient address rejected” — bounce; check the email is real
- “Suppressed” — recipient is on the suppression list
Click Retry on the failed step after fixing the cause

”I’m not getting replies tracked”

For Gmail — if the connected account is missing a required permission (e.g. Gmail Read), the Email Provider card shows a Re-authorize banner naming the permission; click it instead of redoing OAuth by hand
For Microsoft 365 — confirm the subscription is renewing — daily cron handles this; if it failed, the dashboard shows a warning
Replies go through classification within ~1 minute. Sometimes legit replies get classified as out_of_office if they’re terse — review the drawer to see classification confidence.

”Cap shows wrong number”

The cap displayed is the count of sequences moved to approved status, not imported prospects
Period rollover happens on your monthly billing date — check Stripe for your renewal day
If you’re a comped/founding customer, the period start may have been set manually — email support to verify

”I want to send more than 50/day”

Standard plan is rate-limited at 50/day on shared sending. There’s no toggle to increase this.
For higher throughput → dedicated mailbox: hello@tenloai.com

”My CRM didn’t get updated”

HubSpot: if the token expired or a scope changed, the HubSpot card shows a Reconnect / Re-authorize banner — click it. (A transient provider error shows a “we’ll retry” notice instead, so you’re not sent to reconnect when it wouldn’t help.)
Pipedrive: API tokens are tied to a user account — if that user was removed at Pipedrive, you’ll need a new token (this cause is external to Tenlo; generate a fresh token from someone with permanent access)
Note that deal-status sync isn’t bidirectional — pausing a sequence doesn’t move the deal

”I clicked Approve but nothing sends”

Open the sequence drawer; Step 1 should show queued or sending
Check the Email Provider card — if the provider is disconnected or its token expired, the card shows a Reconnect banner
Check your Business mailing address — if it’s missing or rejected as placeholder, the CASL render-time gate blocks every send (you’ll see an error in the failed step’s last_error)
Check daily cap — if you’re at 50/50 today, sends queue for tomorrow

”My import got blocked at preview”

Quebec rows are auto-rejected today — see Importing prospects
Global abuse-list rows (prior complaints or hard bounces across Tenlo) are auto-rejected
Per-business suppressions you’ve accumulated are excluded
If your selected consent basis has a time window (e.g. EBR = 24 months) and last_interaction_date is older, those rows are also dropped — change the basis or update the dates

”Where do I set my mailing address?”

Settings → Account → Business mailing address card. It’s a global setting, not buried inside Sales Outreach. Step 1 of the onboarding checklist links to it. Without it, P02 sends won’t fire (CASL §6(2) requirement).

Anything else

hello@tenloai.com — Mon–Fri 9am–5pm EST, 1 business day response.