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Troubleshooting

This page covers common issues and their solutions. If you do not find your answer here, contact your account manager for personalized support.

Cannot Log In​

Forgot your password​

  1. Go to the Client Portal login page.
  2. Click Forgot Password below the sign-in form.
  3. Enter your email address and click Send Reset Link.
  4. Check your inbox (and spam folder) for the reset email.
  5. Click the link in the email and set a new password.
Reset links expire

Password reset links are valid for a limited time. If the link has expired, simply request a new one from the login page.

Invitation links are valid for 7 days. If your link has expired:

  1. Contact your account manager and ask them to resend your invitation.
  2. Check your inbox for the new invitation email.
  3. Click the link and set up your password.

Entering the wrong email address​

Make sure you are using the exact email address that your invitation was sent to. If you are unsure which email was used, contact your account manager to confirm.

Account locked or disabled​

If you see a message that your account has been locked or disabled, contact your account manager. They can reactivate your account or investigate the issue.

Calendar Not Connecting​

Pop-up blocked​

The calendar connection process opens a pop-up window for Google or Microsoft authentication. If your browser blocks pop-ups:

  1. Look for a pop-up blocked notification in your browser's address bar.
  2. Click it and select Always allow pop-ups from app.1hourrecruitment.com.
  3. Try the connection again.

Ad blocker or extension interference​

Some browser extensions (ad blockers, privacy tools) can interfere with the OAuth flow:

  1. Temporarily disable ad blockers and privacy extensions.
  2. Try the calendar connection again.
  3. Re-enable your extensions after the connection is established.

Google: "Access blocked" error​

If Google shows an "Access blocked" error:

  • Make sure you are signing in with the correct Google account
  • Try clearing your Google session (sign out of Google) and reconnecting
  • If your Google Workspace organization restricts third-party apps, contact your IT administrator

Outlook: "Admin approval required" error​

Some Microsoft 365 organizations require administrator approval for third-party apps:

  1. Contact your IT administrator.
  2. Ask them to approve the Client Portal application in the Azure Active Directory admin portal.
  3. Once approved, retry the connection.

Connection was working but stopped​

Calendar connections can expire if the OAuth token is no longer valid:

  1. Go to Settings > Calendar Connection.
  2. Click Disconnect next to your calendar.
  3. Reconnect by clicking Connect Google Calendar or Connect Outlook.

Missing Data or Contacts​

Contacts not appearing​

If you expect to see contacts but they are not showing up:

  • Check your filters -- you may have a filter active that is hiding certain contacts
  • Confirm the market -- contacts are organized by market, so make sure you are looking in the right one
  • Contact enrichment may still be in progress -- new contacts appear after the enrichment pipeline completes

Call log seems empty​

  • Check the date range filter -- it may be set to a narrow window that excludes recent calls
  • Confirm you are viewing the correct market or campaign
  • New calls appear in real time, but there may be a brief delay if the call was just completed

Signals not appearing on a contact​

Signals are only generated from calls with sufficient conversation depth. If a contact has been called but has no signals:

  • The calls may have been short (No Answer, Voicemail) without conversation
  • The conversations may not have reached the depth where intelligence can be extracted
  • Signal extraction is a normal part of the relationship-building process -- signals will appear as conversations deepen

If your booking link shows that booking is currently unavailable:

  • The link may be toggled to inactive -- go to your booking link settings and toggle it back to active
  • Your availability settings may have all days disabled -- check your availability configuration
  • Your calendar may be disconnected -- verify your calendar connection in Settings

No time slots showing​

If the booking page loads but shows no available time slots:

  • Your calendar may be fully booked during your configured availability hours
  • Your availability settings may not have any enabled days
  • Check that your timezone is set correctly -- an incorrect timezone can shift availability to unexpected hours

Attendee gets an error when booking​

  • The time slot may have just been booked by someone else (race condition)
  • Ask the attendee to refresh the page and select a different time
  • If errors persist, check your calendar connection status

Contact Support​

If none of the above solutions resolve your issue:

  • Email: [email protected]
  • Your account manager: Reach out directly to your account manager

When contacting support, include:

  • A description of the issue
  • What you were trying to do when the issue occurred
  • Your browser and operating system
  • Any error messages you saw (screenshots are helpful)
Include screenshots

When reporting an issue, a screenshot of the error or unexpected behavior helps the support team diagnose the problem much faster.