SMVue Documentation

Check that the team member's email in SMVue matches the calendar attendee exactly
Wait a few minutes for the update to process
Reconnect the calendar if the issue persists

Cannot create calendar events from SMVue

Symptoms: Meeting created in SMVue doesn't appear on calendar

Possible Causes:

Calendar integration not connected
Missing write permissions during OAuth
Calendar provider outage

Solutions:

Verify calendar is connected (Settings → Integrations)
Disconnect and reconnect, ensuring you grant all permissions (read + write)
Check event appears in "Other calendars" or "Shared calendars" section
Refresh your calendar app
Contact support if issue persists

Dashboard & Analytics Issues

Dashboard not loading

Symptoms: Blank screen, infinite loading, or error message

Solutions:

Refresh the page (Cmd/Ctrl + R)
Clear browser cache and cookies
Try a different browser (Chrome, Firefox, Safari, Edge)
Disable browser extensions temporarily
Check internet connection
Try incognito/private browsing mode
Contact support if issue persists

Daily Brief not generating

Symptoms: "Generating..." shows indefinitely

Possible Causes:

First-time generation can take a little longer
CRM data not synced yet
Temporary slowness
Browser timeout

Solutions:

Wait 2 minutes (large teams take longer)
Refresh page to retry
Check CRM sync completed (Settings → Integrations)
Try again in 5 minutes
Contact support if stuck over 5 minutes

Wrong data in Dashboard

Symptoms: Metrics don't match what you see in CRM

Possible Causes:

CRM data stale (not synced recently)
Different time period (SMVue shows current period, CRM shows all-time)
Quota period mismatch
Archived deals included/excluded differently

Solutions:

Check last sync time (Settings → Integrations)
Click Sync Now to update data
Verify quota period matches what you expect
Compare specific deal details between SMVue and CRM
Contact support with specific examples for investigation

Sales Coach Issues

"Daily limit reached"

Symptoms: Cannot send messages to Sales Coach

Cause: Reached your organization's fair-use limit for Sales Coach

Solutions:

Wait for the reset time shown in the notice
Check the message count (shown in Sales Coach)
Use the Dashboard and Meeting Prep in the meantime (no message limit)

Sales Coach not responding

Symptoms: Message sent but no response

Possible Causes:

Concurrent request (only one at a time allowed)
Internet connection lost
Sales Coach temporarily slow
Browser issue

Solutions:

Wait 30 seconds then try again
Refresh page and resend message
Check internet connection
Try different browser
Simplify your question (fewer details)
Contact support if issue persists over 2 minutes

Inaccurate or strange responses

Symptoms: Sales Coach gives wrong information or nonsense

Possible Causes:

Ambiguous question
Missing context
CRM data stale
Occasionally an answer may be off — verify it against your data

Solutions:

Rephrase the question with more specifics (rep names, deal names, time frames)
Provide more context in your message
Verify facts against the Dashboard or your CRM
👎 Thumbs down the response (helps us improve)
Try starting a new thread
Report to support with a screenshot

Thread won't load

Symptoms: Conversation thread shows error or won't open

Solutions:

Refresh page
Try different thread
Create new thread
Clear browser cache
Contact support if all threads fail

Meeting Prep Issues

Meeting Prep not generating

Symptoms: Stuck on "Generating..." for meeting prep

Possible Causes:

First-time generation can take a little longer
Large amount of data to analyze
Temporary slowness
Rep has no deals (nothing to analyze)

Solutions:

Wait 90 seconds (complex preps take time)
Refresh page to retry
Verify rep owns deals in CRM
Check CRM sync completed
Contact support if stuck over 2 minutes

Prep seems outdated or wrong

Symptoms: Game Plan mentions old information or inaccurate data

Possible Causes:

Staleness detected but not regenerated
CRM data changed since prep generated
Rep profile missing key info

Solutions:

Check staleness indicator (yellow badge)
Click Regenerate to get fresh prep
Update rep profile (hire date, quota, role)
Wait for next CRM sync then regenerate
Manually edit game plan with correct info

Cannot create action items during meeting

Symptoms: Action item button grayed out or not saving

Possible Causes:

Rep is archived
Rep not assigned to you as manager
Internet connection issue
Permissions problem

Solutions:

Verify rep is active (Team page)
Check rep's manager assignment
Ensure you have Manager seat (not Rep seat)
Check internet connection
Refresh page and try again

Notebook & Note Issues

Notes not saving

Symptoms: "Saving..." stuck or changes disappear

Possible Causes:

Internet connection lost
Browser crashed
Session expired
Concurrent edits from another device

Solutions:

Check internet connection
Copy content to clipboard as backup
Refresh page (may recover draft)
Log out and log back in
Try different browser
Contact support if losing data repeatedly

Cannot find a note

Symptoms: Created note but can't locate it

Solutions:

Use search (searches all notebooks and content)
Check all notebooks (it might be in the wrong one)
Check the "Archived" filter
Try searching for a keyword you remember from the content

Section won't delete

Symptoms: Cannot delete a notebook section

Causes:

Protected section ("General", "Meetings" in team member notebooks)
Section contains notes (must be empty)

Solutions:

Move notes to another section first
Delete notes if you don't need them
Cannot delete protected sections (by design)

Account & Billing Issues

Cannot log in

Symptoms: Password incorrect or account locked

Solutions:

Use Forgot Password link at login
Check email for reset link (check spam folder)
Ensure Caps Lock is off
Try copying/pasting password
If MFA enabled, ensure authenticator app time is synced
Contact support if truly locked out

Payment failed

Symptoms: Card declined or "Payment failed" error

Possible Causes:

Incorrect card details
Insufficient funds
Bank fraud prevention
Expired card
International card restrictions

Solutions:

Verify card number, expiry, CVV are correct
Check with your bank (may need to approve transaction)
Try different payment method
Update billing address to match card
Contact support if issue persists

Wrong amount charged

Symptoms: Invoice doesn't match expected price

Possible Reasons:

Proration from mid-cycle seat changes
Tax added based on billing address
Previous credit/charge applied
Annual vs monthly pricing

Solutions:

Review invoice line items in Billing History
Check for seat changes during billing period
Verify tax calculation based on your location
Contact support with invoice number for explanation

Seat type change not working

Symptoms: Cannot change user's seat type

Possible Causes:

You're not the Owner (Admins can't change seat types)
Billing issue blocking changes

Solutions:

Ensure you're logged in as Owner
Check billing status (payment current?)
Rep and executive seats are free and unlimited; the manager seat is the only paid seat, so seat counts won't block adding reps or execs
Contact support if the issue persists