Help · 01 of 03
Troubleshooting — common issues.
Grouped by area. Each issue includes symptoms, most-likely cause, fix in order of likelihood. If nothing here matches, email [email protected] with your workspace name + screenshot.
TL;DR
5 common-issue clusters: sign-in problems · briefs not generating · push to CRM failing · Chrome extension not loading on LinkedIn · sequencer connection issues. Each includes 3-5 most-likely fixes in order. Always include workspace name + request_id (if API) when contacting support.
01Sign-in problems
"My email/password is rejected"
Most likely: typo or stale password. Try password reset. If your org uses SSO, password sign-in is disabled — use the SSO button.
"SSO sign-in returns to the login page"
Most likely: your IT admin hasn't approved the Mama app yet. Ask them to whitelist signalmama.com in your IdP (Google Workspace, Okta).
"I'm getting a 'workspace not found' error"
Your invite may have expired (14 days). Ask the workspace admin to re-invite you. Or the workspace was deleted.
"My session keeps logging me out"
Likely a third-party cookie issue. Disable strict tracking protection on signalmama.com or open in a non-private window.
02Briefs not generating
"Generate brief" button is grayed out
Most likely: you've hit your monthly brief cap (10 on Free). Upgrade or wait for the period to reset. Other causes: workspace plan downgraded, role doesn't have brief permission (Viewer can't generate).
"Brief generation hangs at 90%"
One of the data sources is slow. Wait another 60 seconds. If still stuck, refresh — Mama will resume from where it stopped, not start over.
"Brief is empty / says 'no signals found'"
The account genuinely has no fresh signals. Try a lookalike (densely-active account). If it's a small/private company, signals are often sparse.
"Brief returned but the headline is generic"
Your ICP rubric is stale or default. Tune the rubric (push one dimension to 35-40%) and re-generate.
03Push to CRM failing
"Push completed but I don't see anything in HubSpot/Salesforce"
Most likely: the brief pushed under a different account than you expected. Check the company name match in CRM. If Salesforce: the related list may not be added to the page layout.
"Push returns 'permission denied'"
The OAuth grant doesn't have write access to the object. Reconnect the integration and confirm the right scopes. Salesforce: make sure the connected user has create/edit perms on Lead + Account.
"Push retries 3 times then fails"
CRM is rate-limited or down. Check Salesforce/HubSpot status page. The push moves to "failed" queue; manually retry from the push history when the CRM recovers.
04Chrome extension on LinkedIn
"Side panel doesn't open"
Most likely: extension is paused or signed out. Click the toolbar icon — if it shows a "Sign in" button, re-auth.
"Bulk-save toolbar doesn't appear on LinkedIn search"
Refresh the LinkedIn page. The content script needs to inject on page load; if you navigated to search via SPA-routing, it may have missed. Permanent fix: hard-refresh (⌘⇧R).
"Profile overlay badges aren't showing"
Check extension settings → Overlays. They may be paused or disabled per-overlay. Also verify the extension popup shows "Connected" (workspace bound).
"Extension keeps signing me out"
Chrome storage was cleared (often by privacy extensions or Chrome cleanup). Sign in once more; if it persists, check that signalmama.com is in your tracking-protection allowlist.
05Sequencer connection issues
"Reply Loop isn't capturing replies"
Most likely: the webhook didn't register on OAuth. In Outreach (or your sequencer), check Admin → Integrations and verify Mama's webhook is active. Re-connect from Mama if missing.
"Enrollment fails with 'mailbox full'"
The connected mailbox is at its daily send limit. Wait for the daily reset, or use a different rep's mailbox.
"Sequence list is empty / outdated"
Mama caches sequence lists every 6h. Click "Refresh sequences" in the Push dialog to force update.
06How to contact support
Free tier: email [email protected] — 48h response. Pro: 24h. Company: dedicated CSM in shared Slack.
Always include:
- Workspace name
- What you tried (steps to reproduce)
- What you expected vs what happened
- Screenshot if applicable
- For API issues: the
X-Request-Idfrom the failed response - For extension issues: Chrome version and OS
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