Troubleshooting
Common issues and what to check first. If a check does not resolve it, get in touch.
Mailbox shows as disconnected
What to check
Whether your password changed recently, or your IT team revoked third-party application access.
What to do
Reconnect from Settings › Account › Integrations. If the provider refuses, ask your IT team to allow the Avyn application, then reconnect.
No companies appear after saving a thesis
What to check
How long ago it was saved, and whether the thesis is very narrowly worded.
What to do
The first pass takes a few minutes. If it is still empty afterwards, broaden the wording. A thesis that names a single company or a very narrow niche may match nothing.
A score looks obviously wrong
What to check
The reasoning shown alongside the score, and how much public information exists for that company.
What to do
Correct the tier. Your feedback trains the classifier for your fund. Companies with little public information are scored on thin evidence and are the most likely to be wrong.
No warm paths for a company
What to check
Whether your mailbox is connected, and how many colleagues have connected theirs.
What to do
Warm paths are built from connected mailboxes. Coverage improves with each colleague who connects. If nobody at the firm has a relationship, there is no path to show.
Company data looks stale or wrong
What to check
When the company was last enriched.
What to do
Enrichment results are cached to control cost, so a recent change may not have been picked up. Ask for a specific company to be refreshed.
CRM records are not updating
What to check
Whether writeback is enabled, and whether your stage mapping is complete.
What to do
Writeback is off by default and is enabled deliberately by an administrator. Check the mapping at Settings › Organisation › CRM integration.
Outreach is not sending
What to check
Whether the campaign is awaiting approval, and whether you have reached your daily send cap.
What to do
Campaigns pass through approval gates and per-user daily caps that protect your domain reputation. A paused send is usually one of these, not a fault.
Cannot see a settings page
What to check
Whether the page requires administrator rights.
What to do
Organisation settings are restricted to administrators. Ask an administrator at your firm to make the change or to grant you the role.
Still stuck?
Check the frequently asked questions, or email hello@avyn.io. Tell us what you were doing, what you expected, and what happened instead.