SmartSuite Support

Peter Novosel

Piercen Reid

Emma Montgomery

Automation not running, sign-in trouble, missing records, slow pages, the service status and how to reach support.

Troubleshooting

A hard refresh, a cleared cache and a second browser fix most loading errors. Then capture console errors for support.

Fix: a view will not load or shows a 404

Slow tables, stuck automations and 500 errors come from a crowded request queue. What adds load and how to cut it.

Fix: SmartSuite is slow or automations time out

A missing or read-only record after a form submission is usually in the Recycle Bin. A native form creates one record.

Fix: a form submission created no record

A member cannot see a solution, table or record: check the role, then solution, table, field and record permissions.

Fix: a member cannot see a solution or record

Seats limit reached means every licensed seat is used. Add seats in Plans & Billing (Team, Professional) or through Sales.

Fix: seats limit reached or invitation rejected

Administrators and Solution Managers edit forms. Embed a form on a dashboard with the Custom Code widget (Embed URL or HTML).

Fix: cannot edit or embed a form

Solution Managers and Administrators add the Slack Send Message action and insert record fields into the message.

Fix: Slack action missing or message lacks fields

Symptom-led fixes: a view that will not load, slow pages, missing records, seats and permission errors.

Fix a problem

See API usage in Workspace Administration > Usage > API Requests, learn what counts and cut the calls your integrations make.

Check and reduce API usage

Imports never trigger automations. Process bulk updates with one automation: Find Records plus a Loop, not a chain.

Bulk updates and automation triggers on import

Deleted members cannot be restored after the grace period; their records and comments stay. Deactivate them if they may return.

Deleting versus deactivating members

Different record counts come from view filters or permissions. Count a solution by adding each table's unfiltered grid count.

Record visibility: different record counts

Why SmartSuite behaved the way it did: API usage, imports and automations, deleted members, record counts.

Why did that happen

Where to get help: the chat panel, the Help Center, live office hours, the Academy and the community.

Support resources and where to find help

Reach SmartSuite support from the chat button in the lower-right corner: Ask a question. Hours, access and self-help.

Contact SmartSuite support

Report a bug in the SmartSuite chat: what SmartBot asks, and the exact error, link, time and steps that speed a fix.

Report a bug: what to include

Open Feature requests in the SmartSuite chat panel, search the Idea Exchange, vote on a request or add your own.

Request a feature or vote on one

Where to ask in the SmartSuite Community, which space fits, the guidelines and how to write a question that gets answered.

Use the SmartSuite Community

See SmartSuite's service status in the chat panel, open 30 days of history and subscribe by email, Slack or RSS.

Check the SmartSuite service status

Open the developer console in Chrome, Edge, Firefox or Safari, screenshot it and save its output for support.

Open your browser's console for support

How to reach support, report a bug, request a feature, check the service status and use the community.

Get help and report issues

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Create your workspace and invite the people you work with.

Set up your account

Build your first workflow and watch it run end to end.

Ship something

Connect the tools your team already uses to bring data in.

Connect your stack

A quick lap of the product so you know where everything lives.

{appName} in 60 seconds

This prototype demo is aware that you are reading “{title}”. It can point you back to the current article, but a production article-aware Fin contract is still follow-up work.

Prototype article-aware answer

Because you already asked about invitations, this prototype demo can add the follow-up: use the role selector before sending each invite to limit access to the teammate responsibilities.

Prototype role-limiting follow-up

This prototype demo suggests starting with your workspace profile, inviting the team members who need access, and then connecting the integrations you use.

Prototype getting-started answer

In this prototype demo, integrations are configured from workspace settings. Choose the integration, connect the account, and review the enabled permissions.

Prototype integrations answer

In this prototype demo, invite teammates from workspace settings, then choose the access each teammate needs before sending the invitation.

Prototype invite-team answer

This prototype demo does not have a scripted answer for that question yet. Try asking how to invite your team or open a source article. No production Fin API was called.

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Create your account and invite the first people to your workspace.

Pick the right role for each person you add.

Update your plan, payment method, and invoices.

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