Common issues

Most things that look broken in Zyan are a switch that is off, a permission that was never granted, or a save that never happened. This page collects the symptoms people actually report, in the words they see on screen, with the real cause behind each one.

Settings and permissions

Symptom	Cause	Fix
A Settings link opens the Profile page instead of the section you wanted	The URL hash is not a real section — a typo, or a retired one	Navigate from the Settings sidebar. The bad hash is stripped automatically, so re-bookmark from there
“Access Restricted — You do not have permission to manage this workspace settings section.”	A non-owner deep-linked to an owner-only section	Ask the owner to make the change, or to turn on Allow full access on your member page. Plan & Credits stays owner-only even then
A teammate's permission grid looks right but they still see nothing	The plan does not sell that feature, Allow full access is overriding the grid, or the grid was never saved	Check Settings → Plan & Credits, check the full-access switch, and press Save on the grid at least once
A teammate still sees Instagram, Facebook or WhatsApp conversations after you revoked access	Those three rows are opt-out and are not in the Team permission grid	Turn them off per member in Settings → Messaging → Team access
A suspended member still seems to have access	Their sign-in token still carries the old role until it refreshes	Suspend or delete the member, have them sign out, and confirm on their next sign-in
Payday dates, digests or reminders arrive at the wrong hour	The workspace payroll schedule is still on the UTC default	Settings → Profile → Payroll schedule: set the Timezone, save, and check the Next paydays preview

Team and seats

Symptom	Cause	Fix
Invite team member is disabled and the banner mentions the seat limit	Every plan seat is taken. Pending invitations count against seats	Remove a member, revoke a pending invitation in Team → Invitations, or upgrade in Settings → Plan & Credits
“A pending invitation already exists for <email>.”	That address was invited and has not accepted	Team → Invitations: resend or revoke the existing one

Branding, domains and credits

Symptom	Cause	Fix
Save on Settings → Appearance → Brand is greyed out	No text row has changed. Logo, favicon and brand colour save on their own actions	Edit one of the six text rows, or use Upload / Apply for images and colour
“Could not load the current branding — nothing was saved.”	The branding record could not be re-read, so the save was refused rather than risk overwriting other values	Reload the page and save again
A logo upload is rejected	Wrong format — iPhone HEIC is not accepted — or over 5 MB. Favicons must be under 512 KB	Convert to JPG, PNG, WebP or SVG and compress
A custom domain sits on Pending verification forever, or reads Claim expired	The records were not published, DNS has not propagated, or the 72-hour claim window lapsed	Publish the ownership TXT plus exactly one serving record — CNAME for a subdomain, A record for an apex — then Check verification. If it expired, Remove and start over
“Your DNS host already has a record on one of the names below”	A conflicting DNS record blocked automatic creation	Remove or update it at your DNS host, add the records shown by hand, and re-check
A metered AI surface stops working mid-month	The pooled credit balance hit zero. Included credits do not stack, and pack credits expire after 60 days	Settings → Plan & Credits: Refresh, then buy a credit pack or upgrade

Clients and portals

Symptom	Cause	Fix
“This client already has an unassigned portal.”	A client may hold only one portal with no project	Link the new portal to a project, or manage the existing unassigned one
“Add a client email before creating portal access.”	The portal login is the email, and the client record has none	Edit the client, add an email, reopen Create portal
Choose pack and Create pack are greyed out	Packs are applied as part of the invite, and no delivery method is selected	Tick Send onboarding invite now and pick a channel first
Section toggles reset after you hand-edited them	Clicking a different Portal kind pill rewrites every toggle from that kind's preset	Pick the kind first, then adjust the checkboxes, then save
You turned a section off but the client still gets emails about it	Section flags hide the surface, not the producers behind it	Also turn the matching category off under Settings → Access → client notification preferences
Active SEO program is greyed out	The website is not enrolled in the SEO Command Center, or the portal has no project	Enrol the website, then come back. Use Retry if the check errored
A service shows on one client website but not another	Entitlements live on a portal. A website without its own portal inherits the client's first portal's services	From Client visibility, create a portal for that website so it can hold its own services
Request Approval stays disabled	Approvals are project-scoped and the portal has no linked project	Link a project to the portal first
You cannot set a request to Cancelled	Cancellation is a client-side action only	Use Rejected, or archive the request from the Requests Inbox
An Unread client conversation marker will not clear	Read markers are per person	Open and read the thread yourself
The client never received their invite	Delivery failed, or it went from the platform address and was filtered	Resend Invite on the Portal setup card, and verify your sending domain under Settings → Email Identity
Discovery still shows not started after the client filled the form	Discovery is stamped on both the portal and the project row	Use Mark discovery complete under Settings → Portal lifecycle, which writes both
The storefront page is blank or not found	The storefront switch is off, Stripe is not connected, no products are on, or plans are not synced	Settings → Storefront: enable the storefront, confirm Stripe, and switch on at least one synced, priced, active plan
Cancelling an add-on did not stop the Stripe charge	Removing portal access and cancelling a subscription are separate acts	Cancel the recurring charge from Manage billing, then remove access
Deleting a portal lost history you wanted	Delete wipes messages, requests, tasks, files, discovery answers and the login	Use Deactivate instead — it revokes access and keeps the data

Projects and work

Symptom	Cause	Fix
A project is in the wrong bucket	Bucketing reads keywords in the free-text status. A blank status counts as Active	Set the Quick status to one of the preset stage values
A project shows 0% or “—” completion although work is done	Completion is checkpoint-driven, and the project has no checkpoints	Add checkpoints on the project's Timeline and complete them as work lands
A quick status change reverts with “Status update failed”	The write was refused by permissions, and the page read the row back rather than show a false success	Use an owner account, or ask for projects edit
Dragging a project on the Work board does nothing	Dragging needs projects edit, and team members only see assigned projects	Grant the permission, or move the project from its detail page
A board column will not delete	Default columns cannot be removed while cards sit in them	Move those projects out first. At least one column must always stay visible
The Team tab shows nothing	Team is owner-only, and members are served only their own rows	View it as the owner. Members use My Work

Timesheets, files and notes

Symptom	Cause	Fix
Timesheet totals do not match what someone worked	A per-day override is in place — the violet adjusted chip — or the person is hidden from your view	Open the member drill-in and Remove override, and check the eye icon beside the period
“Enter hours like 7:30, 7h 30m, or 7.5”	The hours field accepts only those three formats	Re-enter in one of them
A file will not upload	Files are capped at 100 MB and limited to an allow-list of types. Unrecognised types are refused	Compress or convert, or check the storage meter
A bulk download only saved some files	Bulk download opens one browser tab per file, and pop-up blockers refuse some	Allow pop-ups for the admin domain, or select fewer files
Notes in a folder are unreadable	The folder is password-protected and its notes are encrypted	Unlock the folder with its password. There is no recovery if the password is lost

Scheduling and booking pages

Symptom	Cause	Fix
A booking page link shows a neutral not available page	The page is draft or archived, there is no verified domain, or hosted pages are not switched on for the workspace	Read the Share tab status pill — it names which of the three
No slots show on a booking page	Client booking is off, weekly hours are closed, minimum notice or the booking window excludes the range, buffers and meetings consume the day, or the calendar connection needs attention	Check every one of those in Work → Meetings → Settings, then re-save
Zoom cannot be chosen as the location	Zoom bookings are not activated for the platform, or no healthy shared Zoom host is connected	Connect Zoom in Settings → Integrations. The dropdown label says which
Scheduling edits vanish after leaving the page	Settings sit in a draft until saved — the floating bar reads Unsaved scheduling changes	Press Save changes before navigating away

Leads and forms

The full set lives on Lead troubleshooting. The four people hit most:

Symptom	Cause	Fix
A published form's link shows a neutral page	The form is draft or archived, there is no verified domain, or hosted pages are not armed yet	Read the Share tab status pill
Form answers arrive but the lead's Email or Phone is blank	The field was never mapped to a lead column	Set Maps to lead field, save, publish
The capture endpoint returns Not found	No token, a wrong token, a rotated token, or the endpoint is disabled	Check Lead settings → Integration. The endpoint never says which on purpose
LeadPost's Test Webhook reports nothing stored	The site is still Pending install	Activate the site in Zyan first, then test

SEO research and strategy

Symptom	Cause	Fix
Start research is greyed out with a draft conflict	The website already has an open draft strategy	Activate, discard or finish the draft from the Living strategy hero
Start research is disabled: “Set the niche and primary services on the Research brief first…”	The brief has neither, so research could only seed from brand searches	Fill Niche and Primary services in Strategy → Research → Brief, or click Draft from the website
“The Research brief looks auto-filled — review it before spending.”	A brief field reads like prose rather than a search term	Edit the flagged fields. This is a warning, not a block
The run shows Needs you with a Cap reached chip	It hit its cost cap mid-pipeline and parked for a decision	Raise the cap and Resume, or Cancel and keep the evidence already captured
The run parked saying entries read as a sentence, or only brand searches were found	The seeds could not be grounded	Fix the brief so the terms are search terms, confirm Search Console is connected and has data, then Resume
Every paid button is greyed out: “Owner only: running this spends the DataForSEO budget.”	You are a member, not an owner or admin	Ask an owner. Free actions — crawl, track positions, cached reads, cancel — still work
Paid controls are blocked and readiness mentions a budget	The monthly SEO budget is blank, and blank means paused everywhere	Settings → Automation & budget: enter a positive monthly budget
Buttons read Run anyway	The monthly budget is reached	Wait, raise the budget, or — as an owner — click through and record an acknowledged overrun
A research tab offers to research the host instead of showing data	The website has no research target yet	Create the research target. If it mentions a non-country location code, set a Country in Settings → Content & page rules first
Strategy, Content, Page, Technical, Results and Settings are disabled in the rail	You are on an unlinked research target, which only supports research surfaces	Link the target to a Builder project, or switch back to the website
Readiness says the Search Console property does not match the host	The selected property is a different host, often www against non-www	Pick the matching property. This is a warning, not a block
“Google is connected, but Search Console write access needs attention.”	The connection predates the sitemap-submission scope	Reconnect Google on that row and re-consent
Site knowledge is amber	The crawl was truncated, or the site is a client-rendered shell	Use Retry site crawl. A client-rendered shell needs server-side rendering or knowledge sources added by hand
Keyword Gap shows nothing, or “Add a competitor to compare”	No competitors are selected and none could be defaulted	Type up to four competitor domains and Compare. Pin competitors under Strategy → Research → Evidence so defaults work next time
Use with Claude is disabled, or Send fails	More than 25 keywords are selected, nothing is selected, there is no linked project, or the terminal is not configured	Reduce to 25 or fewer, link a project, or use Copy prompt

Autoblog, publishing and reporting

Symptom	Cause	Fix
A scheduled post never starts and the card says the draft is waiting	The desktop runner is preferred and no bound, current desktop app is open	Open the desktop app, sign in, bind the project folder, and use Check again. Or enable cloud fallback, which uses API credits
The post shows as published but the page 404s	The commit landed and the site repository's own deploy failed	Follow Open the failed run, fix the repository and push. The post goes live with the next successful deploy
Deploy status reads unavailable with no failed run linked	The GitHub App installation lacks Actions: Read on the repository	Grant it, then wait for the next re-check
Posts stop at a pull request	The schedule's publish mode is Review PR, or approval mode is Review required	Set publish mode to auto-merge or direct push, and approval mode to trusted auto-publish
Nothing publishes and the error mentions GitHub	There is no valid GitHub App credential for the workspace	The account owner installs or repairs the GitHub App on the GitHub tile in Settings → Integrations
Topics are generic and the card reads Limited SEO evidence	No cached SEO opportunities exist for the site, so it fell back	Run SEO setup and research, then use Preview topic ideas
“Ban list is full (50 topics).”	The per-schedule banned-topics cap is 50	Remove a phrase in Edit autopilot before adding another
The monthly report never generates	Reporting is off, the Reports lane is paused, or the scheduler parked it after three failed runs	Set a reporting mode, resume the Reports lane, and use the month card's run button
The report day of month will not save	The value is blank or outside 1–28	Enter 1 to 28
The report's public link does not exist	The report was never attached, was detached, or the link was opened on another workspace's host	Attach it from Results → Reports, and share the link on your own client-portal domain
Delivery QA shows QA blocked on an unattached report	The public route check cannot pass before the first attach	Approve and deliver; the attach-only checks resolve afterwards

Builder

Symptom	Cause	Fix
Terminal, live preview or git buttons are inert	The Builder terminal service is not configured for this deployment, so those surfaces are deliberately dormant	Use the storage-mode editor and GitHub-side workflows. Ask Zyan about the terminal service
A fix stays queued and never runs	No bound desktop currently advertises the local fix capability	Open the desktop app with the project bound and up to date. The desktop never pushes directly
A Builder Automation shows Waiting for desktop	Local schedules run only in the desktop app with the folder bound	Leave the desktop app open and signed in through the scheduled time

Content Center

Symptom	Cause	Fix
The AI ideas button is greyed out	The workspace AI generation switch is off	Create and edit posts manually. Ask Zyan to enable AI writing — there is no self-serve toggle
A whole tab is missing	Each tab has its own permission key, and the workspace content switch also has to be on	Ask the owner for the matching Content Center permission
An amber banner says an account needs reconnecting	A connected Facebook Page, Instagram account, LinkedIn profile or Google Business Profile lost its token	Log in again from Settings → Integrations. Dismissing only hides it for this browser session
Approve and Reject are disabled and the row reads Content changed	The post was edited after approval was raised, so the client approved a different version	Re-send it for approval
Publishing readiness shows a missing step although the account is connected	Publishing needs three things: the Meta permission, the workspace publishing switch, and a default account	Read the three chips on Accounts → Posting → Publishing

Outbound

Symptom	Cause	Fix
“Physical mailing address required.”	Anti-spam law requires a postal address and none is saved	Outbound → Settings → Automation controls → Sends, save, and retry
A campaign reports completed but nothing was sent	Every recipient is unsubscribed or suppressed	Check the list for unsubscribed contacts and pick a different audience
Open and click rates sit at 0%	The campaign sent from a Gmail or Microsoft mailbox, where opens are not reported	Only unsubscribes are meaningful for mailbox sends. Use the marketing domain sender for tracking
A sequence will not activate	It needs at least one step, at least one attached audience, and a saved mailing address	Add all three
Sequence emails stay queued	Master pause is on, the dispatcher stage is off, no mailbox has outreach sending on, the send window is closed, or the daily cap is spent	Check Outbound → Settings → Status first, then the dispatcher, then the mailbox
A mailbox shows Deliverability hold	Five or more bounces, or two or more spam complaints, in seven days	Investigate on the mailbox sheet, then Mark investigated
A mailbox sends far fewer than its daily cap	It is on a warmup ramp, so the effective cap is lower	The row shows sent against effective cap. Use Warmup → Advance, or Boost daily cap for 24 hours
Client replies do not appear in Replies	Replies lists outreach threads only	Use the general inbox. Nothing is broken
Smartlead keeps sending after the master pause	The master pause covers the Zyan outreach plane only	Pause the campaign in Outbound → Smartlead, or in Smartlead. Stop is irreversible

Messaging and announcements

Symptom	Cause	Fix
An announcement reports far fewer recipients than expected	Per-channel skips: no phone number, no portal user, marketing opt-out, an opted-out conversation, blocked, a deactivated SMS line, exhausted email credits, no email on file, or muted in the recipient's own settings	Read the skip breakdown in the confirm modal before sending, and on the announcement afterwards

Finance and bookkeeping

Symptom	Cause	Fix
“Connect QuickBooks to enable Bookkeeping.”	There is no QuickBooks connection, or a member is viewing it — only the owner can connect	The owner connects it in Settings → Integrations → QuickBooks
“The last QuickBooks sync did not finish.”	Intuit raised an error — an expired token, a revoked app, or a transient fault	Fix in settings, then Test, then reconnect if the token was rejected, then retry the sync
The status chip reads Paused and Sync is greyed out	The QuickBooks integration switch is off, so neither manual nor hourly syncs run	Turn the integration back on, then sync
Numbers only go back a few weeks	Balance snapshots are built sync by sync. History before your first sync does not exist	Nothing to fix. Coverage grows as auto-sync runs
A member sees “Bookkeeping access required”	They lack the bookkeeping permission	The owner grants it on their team profile

Payroll

Symptom	Cause	Fix
Run payroll is disabled or creates nothing	Every eligible member already has a statement for the period, so the missing count is zero	Check the period navigator, and the Excluded from payroll section
A member is missing and their pay page is empty	They are marked excluded from payroll	Expand Excluded from payroll and Include them
Clock times look wrong, or “Payroll timezone not set”	The payroll timezone was never set, so everything falls back to UTC	Set it in Settings, or use Work timezone on the individual's payroll detail
“Approve with unsynced hour changes?”	Timesheet hours changed after the statement's pay items were built	Re-sync hours from the member's Hours tab before approving

Billing and Stripe

Symptom	Cause	Fix
A catalog plan reads Needs sync, or reconcile reports drift	The plan was edited in Zyan or in Stripe and the two copies disagree	Run Stripe reconcile to see the differences, then use the plan's sync action
Bill this client cannot be started, or the Billing tabs are empty	No Stripe account is connected, you lack billing edit, or you are in the iOS admin shell where the wizard is hidden	Connect Stripe as the owner, grant the permission, and run the wizard from a browser or the desktop app

Analytics

Symptom	Cause	Fix
“No Google Analytics properties selected yet” although Google is connected	The connection exists but no GA4 properties were ticked	Settings → Integrations → Google Analytics: load properties, tick them, choose a Search Console site, save
A member cannot open Analytics at all	The Analytics page is owner-only and redirects everyone else	Share reports another way — client-facing analytics lives in the client portal, and the dashboard widget covers a quick trend

Zyan AI

Symptom	Cause	Fix
The Zyan AI nav entry or the dock icon is missing	A missing plan feature, a missing permission, or the per-workspace rollout flag is off	The owner enables it for the plan and the role. If both are right, the workspace flag still has to be switched on by Zyan
Attaching a photo fails, or the paperclip is missing	The image is over roughly 3.5 MB, more than eight files were added, or you lack the Files create and view permissions	Shrink the image, keep to eight files per message, and ask the owner for the Files permissions

Voice agents

Symptom	Cause	Fix
“The organization emergency stop is active.”	Someone activated the workspace emergency stop, which blocks every launch	Clear it in Settings → Voice & Telephony → Emergency stop, then re-run preflight
“The selected agent version is not published.”	The campaign points at a draft	Open the agent, save and Publish, then re-select it on the campaign
“No AI disclosure text is configured.”	The agent version's Honest disclosure wording is empty	Fill it in and publish a new version
“No recording policy is configured for the organization.”	The workspace recording policy was never chosen	Set it in Settings → Voice & Telephony
“Transfer is enabled but no destination number is configured.”	Allow human transfer is on with an empty destination	Fill in the destination, or turn transfer off
“Cold consumer AI telemarketing is denied by default policy.”	The audience is classified as consumer cold, which is default-deny with no in-app override	Use consent-backed leads, internal test numbers, or a counsel-approved B2B classification
Approve is greyed out: “Run a passing preflight first.”	No passing preflight result exists yet	Run preflight, resolve every error-level check, then approve
The Approve dialog will not submit although nothing is failing	Warnings require an exact typed acknowledgment	Type the phrase exactly as shown. It is matched character for character
Leads sit at pending and are never dialed	The lead's local time is outside the calling window, the retry cooldown has not elapsed, or the daily cap is reached	Read the Block reason column, then widen the window, lower the cooldown, or raise the cap
Leads show blocked as suppressed or opted out	The number is in the opt-out registry, or the lead is do-not-contact	Suppressed leads are never dialed. Remove them, or restore opt-in if it was a mistake
Preflight blocks saying live calling is disabled	The platform voice gates are in their safe default posture	Live dialing is armed at the platform level, not from the admin UI. Contact Zyan. Meanwhile use simulation or Voice Lab

Ads

Symptom	Cause	Fix
A budget change is excluded from Apply as exceeding a money guard	The new daily budget is above the cap, or too large a multiple of the current one, or a CPC bid is above the ceiling	Lower it, or step it up over several smaller edits. Forcing the row will not work — the server rejects it too
The Google Ads tab shows Connect a Google Ads account	There is no OAuth connection, or it needs reconnecting or a manager account chosen	Complete the owner OAuth in Settings → Integrations → Google Ads. The card's pill says which

Automations and webhooks

Symptom	Cause	Fix
An automation is saved but never fires	It is still a draft, or a step's integration is not connected so publishing was blocked	Check the top bar for Draft differs from live and the blocker tooltip on Enable, connect the flagged integration, then enable
A webhook sender gets a 401 or 404	The token is wrong — an unknown endpoint and a wrong token look identical — or someone rotated the address, which invalidates the old one immediately	Re-copy the address from Settings → Integrations → Webhooks, rotating again if the value was lost, and paste it into the sending tool
A form-scoped automation never fires	Those leads came from the raw capture endpoint, which carries no form id	Use an unscoped lead created trigger

Still stuck?

If your symptom is not here, check what Zyan does not do yet before anything else — a good number of “it is broken” reports are a feature that needs an owner to arm it, or one that is not built.

Then contact support.

In this section

Related

• What to expect: limits and gated features
• Getting the best out of Zyan
• Contact support
• Lead troubleshooting