Troubleshooting & Recovery

First steps for any problem
Is it just you? Try another browser or an incognito window, or ask a second user.
Which environment? Confirm you're in Production vs. Sandbox.
Recent change? If the problem began right after a change, that change is the prime suspect — and structural changes should have been Sandbox-tested first.
Common problems
Symptom
Likely cause / first fix
A user can't sign in
Account inactive or wrong password — check the user and reset it (Managing Users).
Reset / notification emails not arriving
Outbound email or the Google connection — see Chapter 5 — Integrations.
Calendar / Gmail not syncing
Google authorization expired — re-authorize (Google, Email & Website Integrations).
Someone sees too much or too little
Role or team misconfigured — Roles, Teams & Permissions.
Records "missing"
Usually a filter or permission, not deletion — clear filters and check the user's role; if truly deleted, act fast (below).
Certificate warning in the browser
Flag it — see Backups & Updates.
CRM slow or unreachable
May be the server — escalate (below).
If data was deleted or badly changed
Stop making changes. The fix is usually to restore from backup — a technical, time-sensitive operation. The sooner you raise it, the more recoverable it is. See Getting Help and Next Steps.
Recovery operations (technical — usually not you)
The deployment tooling can perform powerful recovery actions, listed here just so you know they exist:
Admin credential reset — regain admin access if locked out.
Full reset / rebuild — tears the instance down and rebuilds it. This destroys data and is only safe with a good, recent backup.
⚠️ These are destructive, technical operations run via the CRM Builder tool by whoever maintains the deployment — not routine admin tasks. Never run a "full reset" to fix an everyday problem. If you think recovery is needed, escalate.
When you escalate
Note exactly what you did, what you expected, what happened, the time, and the environment. Technical logs (server and API) are available to whoever maintains the deployment.