#Troubleshooting

Most problems come down to one of a few causes: Chrome isn't running, Facebook is logged out, Facebook asked for a security check, or an integration needs new credentials. Find your symptom below.

#Extension shows Disconnected or not detected

The sidebar shows Extension: Disconnected, or the dashboard shows Extension not detected.

1. Open chrome://extensions and confirm GroupCRM is installed and enabled
2. Make sure you are using Google Chrome and the same Chrome profile where the extension is installed
3. Sign in to app.groupcrm.co in that profile
4. Reload the dashboard tab. Right after installing, the page may need a reload before it sees the extension
5. If it still isn't detected, turn the extension off and on again in chrome://extensions, then reload the dashboard

You do not need to keep the extension popup open. Automation runs in the background.

If the extension hasn't checked in for a few days, GroupCRM emails you. Open Chrome on the computer where the extension is installed and it resumes and catches up on its own.

#Facebook not connected

During onboarding you may see that GroupCRM doesn't see a Facebook session in this browser, or you get an email that automation is paused because Facebook needs you.

1. Open facebook.com in the same Chrome profile as the extension
2. Log in with the Facebook account that is an admin of your groups
3. Complete any check Facebook shows
4. Go back to the GroupCRM dashboard. Automation resumes automatically and catches up

GroupCRM links the Facebook account you are logged into in Chrome. It never asks for your Facebook password. Stay logged into the same Facebook account you connected during onboarding.

#Automation is paused

To protect your Facebook account, the extension pauses itself when Facebook pushes back. You don't need to do anything to resume: it starts again on its own when the pause ends.

What to do:

• Security check: open facebook.com and complete the check. The pause still runs its full 12 hours, so Facebook sees a quiet period. Consider lowering your safety limits
• Logged out: log back into Facebook in the same Chrome profile
• Rate limit: wait it out. If it happens often, lower the hourly and daily action limits or the daily message limit
• Repeated errors: usually temporary. The pause steps back down once a run succeeds. If it keeps happening, email support with what the extension popup shows

New join requests that arrive during a pause are not lost. They are picked up on the first check after the pause.

#Nothing is happening

If no new requests appear and nothing is being approved:

• Chrome is closed or the computer is asleep. GroupCRM runs in your Chrome. When Chrome is back, it catches up on every request that came in while it was away
• Outside active hours. If you turned off Run all day (24/7) in Settings, GroupCRM only runs inside your window. Requests are picked up when the window opens
• The group is Off or not turned on. Check the group's mode on the Mode tab and that it is turned on in My Groups
• Over your plan's group limit. Only as many groups as your plan allows are checked. See Billing & Plans
• Lead saving only mode. In this mode GroupCRM saves leads but never approves or declines. Switch to Lead saving + auto-approve to automate decisions
• Auto-approve with no criteria. GroupCRM doesn't approve everyone by default. Requests stay in Pending Requests unless your criteria or a cross-group rule match. Use the Test rules tab to see why
• Daily or hourly action limit reached. Remaining actions continue when the limit resets
• No active subscription. Automation stops when the trial ends without a plan or a payment fails. Check Billing

New requests can take up to your check interval (15 minutes by default) to show up.

#Google Sheets permission errors

Verify fails or leads stop appearing in your sheet.

1. Open the sheet, click Share, and give Editor access to the GroupCRM service account address shown in the group's Sheets & integrations tab. "Anyone with the link" sharing is not enough
2. Paste the sheet link from your browser's address bar (it starts with https://docs.google.com/spreadsheets/)
3. Click Verify again. Nothing is written until the sheet is verified, and changing the link means verifying again
4. Keep the first tab named Sheet1. GroupCRM writes to that tab
5. If your Google Workspace blocks sharing with outside accounts, ask your Workspace admin or use a sheet from a personal Google account

See Google Sheets.

#Integration sync failed

Mailchimp, ConvertKit (Kit), HubSpot or ActiveCampaign stopped receiving leads.

1. Open Integrations. Each connected integration shows its last error if the most recent sync failed
2. The usual causes are an expired or regenerated API key or a deleted list, audience or form. Reconnect with a fresh key and choose the list again
3. Use Test on the connected integration card to send a sample contact
4. Members without an email are skipped by email tools. That is expected, not an error

GroupCRM emails you when an integration fails. Your leads are still saved in GroupCRM while you fix it.

For webhooks, the Integrations page shows each webhook's last error and delivery history. Failed deliveries are retried automatically, and you can retry manually. See Webhooks.

#Messages not delivered

Welcome or decline messages don't seem to arrive.

• They went to Message Requests. Messages to people who aren't your Facebook friends usually land in their Message Requests folder, not their main inbox. They may not notice them
• Daily message limit. GroupCRM sends at most your daily message limit (30 per 24 hours by default). Extra messages wait for the next window
• Spacing. Messages go out one at a time, 45 to 120 seconds apart, so a batch takes a while
• Delay. Check the welcome message delay on the group's Messages tab
• Lead saving only mode. Messages are only sent when you approve or decline from the GroupCRM Pending Requests page, not when you act on Facebook directly
• No template. A message that is turned on needs a template
• The person can't be messaged. If Facebook blocks the conversation, the message is skipped. Other failures are retried once after 30 minutes

Messaging many people who aren't your friends is the most common reason Facebook asks for a security check. Keep messages short and personal and limits modest.

#Requests show as Handled on Facebook

Handled on Facebook means the request left the Facebook pending queue without GroupCRM acting on it. Usually you or another admin approved or declined it directly on Facebook, or the person cancelled their request.

This is not an error. The lead is still saved in GroupCRM. Filter All Members by this status, or check the Activity Log, to see these requests.

#Still stuck?

Email support@groupcrm.co with what you see on the dashboard and in the extension popup.