Troubleshooting
Fixes for common sign-in, connection and import issues, and how to reach a person.
- I created my account but itogai looks empty, or my TrustRings aren’t showing.itogai builds your network from the sources you bring in, so an empty view usually means a source isn’t connected yet or is still being read.
- My company’s Google Workspace blocks the connection. What can I do?Ask your Google Workspace administrator to allow itogai, or connect another account you control.
- Google shows a warning or blocks the connection when I connect my account. What do I do?Write to support@itogai.com with a screenshot of what you see. A person answers within one business day.
- Is itogai down? Where can I check the service status?Check itogai.app/support. The status card at the top shows open incidents and planned maintenance.
- Which browsers work with itogai?Any up-to-date modern browser.
- Google asks for permissions again, or my Gmail connection fails.Reconnect from Settings, Connected accounts, check that you picked the right Google account, and ask your Google Workspace administrator if Google blocks the app.
- My LinkedIn upload shows zero people.Usually the file didn’t include Connections yet, the .zip was opened and repacked, or the wrong export was chosen. Here’s how to check and upload again.
- People are missing after an import.Check the source’s state, the 90-day read window for mailboxes, newsletters and no-reply senders left out, duplicates, CSV columns left out, and the plan’s TrustRings cap.
- An intro email didn’t arrive.Check the request’s state in Intros, ask the recipient to look for an email from you or from intros@itogai.com, spam folder included, and correct the address on their record if it’s wrong.
- I’m not getting emails from itogai.Allow no-reply@itogai.com, notifications@itogai.com, and intros@itogai.com, check your spam folder, and check which address you registered with.
- I can’t sign in, or I signed in with the wrong Google account.Use Recover your access for a password reset, sign in with the same method you registered with, and switch Google accounts if the one you picked opened an empty account.
- What was a Spark charged for?Sparks pay for four things, each at a fixed cost: an intro request (40), an enrichment (one, or two for a mobile number), Akai assists (one Spark for five), and a Broadcast beyond the included ones (80 or 160).