Troubleshooting

Having trouble? Find solutions to common issues below.

No Signals Appearing

Symptoms

• New listener created but no signals after 24-48 hours
• Signal count stays at zero

Solutions

1. Check your keywords

   Are your keywords specific enough to match real conversations?

   • Too narrow: “enterprise HRIS implementation consulting” (unlikely exact match)
   • Better: “HRIS”, “HR software”, “recommend HR tool”

2. Lower your threshold

   Go to your listener and reduce the relevance threshold:

   • Try 65-70% if you’re at 80%+
   • This allows more signals through while you calibrate

3. Check for dropped posts

   In the Signals view, toggle “Show Dropped Posts” to see what’s being filtered out. If you see relevant posts there, your threshold may be too high.

4. Verify the listener is active

   Make sure your listener shows “Active” status. Paused listeners don’t generate signals.

5. Give it time

   New listeners may take 24-48 hours to start catching conversations, depending on discussion volume for your keywords.

Tip

Start with broader keywords and a lower threshold. It’s easier to tighten settings than to wonder if you’re missing opportunities.

Too Many Low-Quality Signals

Symptoms

• Getting signals that aren’t relevant
• Spending too much time on noise

Solutions

1. Raise your threshold

   Increase from 70% to 80% or higher. This filters out lower-confidence matches.

2. Review your keywords

   Remove broad keywords that match irrelevant content. Add more specific phrases.

3. Use the Ignored status

   Mark irrelevant signals as “Ignored.” This helps you track patterns in what’s not working.

4. Check which keywords are matching

   In the signal detail, see which keywords triggered the match. If certain keywords consistently produce bad signals, remove them.

Not Receiving Notifications

Symptoms

• Signals appear in dashboard but no alerts
• Slack/email notifications not arriving

Solutions

1. Check notification setup

   Go to Alerts → Notifications and verify your notification is configured and shows “Active.”

2. Verify listener connection

   In your listener settings, confirm the notification is attached to that listener.

3. For email notifications

   • Check spam/junk folders
   • Verify the email address is correct
   • Add [email protected] to your contacts

4. For Slack notifications

   • Check if the Slack connection shows “Connected”
   • Verify the channel still exists
   • Try reconnecting: disconnect and re-authorize

5. For Discord/webhook notifications

   • Verify the webhook URL is still valid
   • Check if the Discord channel or endpoint is accessible

Slack Integration Issues

”Connection expired” error

The OAuth token has expired. Click Reconnect in your Slack notification settings to re-authorize.

Messages not posting to channel

1. Verify the selected channel still exists
2. Check that the CatchIntent bot is still in the channel
3. Try selecting a different channel or reconnecting

Can’t see my channels

The CatchIntent bot can only see channels it’s been added to. Add the bot to the channel you want to use, then refresh the channel list.

Signals Missing Important Posts

Symptoms

• You see a relevant post on Reddit/HN but it’s not in CatchIntent
• Competitors are finding leads you’re missing

Solutions

1. Check your keywords

   Does the post contain any of your keywords? Add variations:

   • Different phrasings
   • Synonyms
   • Common misspellings

2. Lower your threshold

   The post may have matched but scored below your threshold. Check dropped posts.

3. Verify platform is enabled

   In your listener, make sure the relevant platform is selected.

4. Check timing

   Some very new posts may not have been processed yet. Give it 15-30 minutes.

Account & Login Issues

Can’t log in

1. Check your email address — Make sure you’re using the same email you signed up with
2. Reset your password — Click “Forgot password” on the login page
3. Check 2FA — If you have 2FA enabled, use your authenticator app or backup codes
4. Clear browser cache — Try incognito/private mode

2FA not working

1. Check time sync — Your authenticator app needs accurate time. Sync your phone’s time.
2. Use backup codes — Click “Use backup code” and enter one of your saved codes
3. Contact support — If you’ve lost access to both, email [email protected]

Invitation email not received

1. Check spam/junk folders
2. Ask the workspace owner to resend the invitation
3. Verify the email address was entered correctly

Performance Issues

Dashboard loading slowly

1. Clear your browser cache
2. Try a different browser
3. Check your internet connection
4. Reduce the date range filter

Signals list not updating

1. Refresh the page
2. Clear browser cache
3. Check if filters are hiding new signals

Still Need Help?

If you can’t find a solution here:

• Email support: [email protected]
• Include details: What you were trying to do, what happened, any error messages

We typically respond within 24 hours (faster for Pro and Enterprise customers).