Prerak/Help Center
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FAQ & Troubleshooting

Common questions and fixes.

Account & Login

I can't log in — I get "Invalid email or password"

  • Double-check your email for typos
  • Use Forgot Password to reset your password
  • If your workspace uses SSO, use the Sign in with [Provider] button instead of email/password

I'm not receiving the verification or invite email

  • Check your spam/junk folder
  • Add support@prerak.io to your contacts and try resending
  • Your IT admin may be blocking the email — ask them to whitelist the domain

I was removed from the workspace accidentally

  • Ask a workspace admin to re-invite you

Contacts & CRM

I imported contacts but they're not showing up

  • Imports process within 1–2 minutes; refresh the page
  • Check Settings → Import History for errors
  • Ensure the CSV has an email column (required)

I'm getting "Duplicate email" when creating a contact

  • A contact with that email already exists. Search for the email to find them.
  • If you need to merge two contact records: open either contact → Actions → Merge

I accidentally deleted contacts — can I recover them?

  • Yes. Go to Settings → Trash within 30 days of deletion
  • Select the contacts and click Restore

My custom fields aren't showing on the contact form

  • Only admins can create custom fields
  • Go to Settings → Custom Fields and ensure the field is enabled for the Contact object

Email & Sequences

My sequence emails are going to spam

  • Make sure your email domain has SPF and DKIM records configured (Settings → Channels → your email → DNS Setup)
  • Avoid spam-trigger words in subject lines
  • Warm up a new domain gradually — don't send 1,000 emails on day one

A contact didn't receive a sequence email

  • Their email may have bounced — check their contact record for a bounce flag
  • They may have unsubscribed — check unsubscribed = true on their record
  • Check the enrollment status in Sequences → [sequence] → Enrollments

My campaign was scheduled but didn't send

  • Check your workspace timezone in Settings → General — the schedule uses workspace time, not local time
  • Check that the sending email account is still connected (Settings → Channels)

Email variable {{contact.firstName}} shows as blank

  • The contact doesn't have a first name — add a fallback: {{contact.firstName | default: "there"}}

Inbox

I'm not receiving inbound emails in the Inbox

  • Verify the email channel is connected: Settings → Channels
  • If using SMTP/IMAP, check that incoming mail settings are correct
  • Check that the inbox is enabled and assigned to at least one agent

Conversations are going to the wrong inbox

  • Review auto-routing rules: Settings → Inboxes → [inbox] → Routing

I resolved a conversation by accident

  • Go to the conversation (search by contact name or email)
  • Click Reopen

Integrations

HubSpot/Salesforce sync stopped working

  • Go to Settings → Integrations → [provider] — reconnect if the status shows "Disconnected"
  • OAuth tokens expire; reconnecting re-authorises the integration

My calendar events aren't syncing

  • Check Settings → Integrations → Calendar — reconnect if needed
  • Events sync every 15 minutes; wait and refresh

AI & Agents

AI suggestions aren't appearing in the Inbox

  • Ensure an AI provider is configured: Settings → AI Platform
  • Check your API key is valid and hasn't expired

An agent run failed

  • Go to Agents → [agent] → History → click the failed run for error details
  • Common causes: contact not found, permission issue, AI provider timeout

ChatGPT / Claude can't see my CRM data

  • Verify your API key is correct and hasn't been revoked (Settings → API Keys)
  • Re-enter the API key in the ChatGPT GPT or Claude MCP config
  • Check that the MCP server URL is correct

Performance

The app feels slow

  • Try a hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
  • Clear browser cache and cookies
  • Check your internet connection
  • If it persists, check status.prerak.io or contact support@prerak.io

Reports take a long time to load

  • Narrow the date range — wide date ranges query more data
  • Avoid running large reports during peak hours

Contact Support