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Login & Account Issues

Symptoms: Invalid credentials error or login page redirectSolutions:
  1. Reset your password: Click “Forgot Password” and check your email
  2. Check your email address: Ensure you’re using the correct email
  3. Clear browser cache: Try incognito/private browsing mode
  4. Check workspace: If you’re part of multiple workspaces, ensure you’re selecting the right one
Still stuck? Contact support@gostanna.com with your email address.
Symptoms: Dashboard shows no clients or missing clients you should seeSolutions:
  1. Check assignments: Ask your CS Director to verify client assignments
  2. Refresh data: Click the refresh icon or reload the page
  3. Check filters: Clear any active filters in your client view
  4. Verify permissions: Ensure you have the correct role permissions
Symptoms: Team member received invitation but can’t join workspaceSolutions:
  1. Check spam folder: Invitation emails sometimes end up in spam
  2. Resend invitation: Go to Settings → Team and resend the invite
  3. Verify email address: Ensure invitation was sent to correct email
  4. Check workspace limits: Verify you haven’t exceeded your plan’s user limit

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Data Sync Issues

Symptoms: Missing clients, interactions, or outdated information from connected toolsSolutions:
  1. Check connection status: Go to Settings → Integrations and verify connection is active
  2. Verify permissions: Ensure Stanna has proper access to your connected tool
  3. Manual sync: Click “Sync Now” to trigger immediate data refresh
  4. Check sync timeline: Review last sync time - some integrations sync every 30 minutes
  5. Verify data exists: Confirm the missing data exists in your source system
Integration-specific checks:
  • HubSpot: Verify contact and deal permissions
  • Intercom: Check conversation access settings
  • Google: Confirm Gmail and Calendar permissions
Symptoms: Same client company showing multiple times with different names/domainsSolutions:
  1. Check domain variations: Look for www vs non-www, different subdomains
  2. Review import data: Verify CSV imports don’t contain duplicates
  3. Merge clients: Use the merge function in client settings
  4. Update integration mapping: Ensure consistent company identification across tools
Prevention: Always use consistent domain formats across all systems.
Symptoms: Clients exist but missing MRR, contact info, or other detailsSolutions:
  1. Check field mapping: Verify integration field mapping in Settings
  2. Review source data: Confirm data exists in the connected system
  3. Manual data entry: Add missing information directly in Stanna
  4. Re-sync specific client: Use the individual client sync option

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Health Score & Sentiment Issues

Symptoms: Client health scores don’t match your perception of the relationshipSolutions:
  1. Review interaction history: Check if all communications are being captured
  2. Add manual interactions: Log missed calls, meetings, or conversations
  3. Provide sentiment feedback: Correct sentiment scores on individual interactions
  4. Check integration coverage: Ensure all communication channels are connected
  5. Allow learning time: New accounts need 2-4 weeks of data for accurate scoring
Adjustment process:
  • Click on any interaction to adjust its sentiment score
  • Add context notes to help the AI learn your business patterns
  • Health scores will recalculate within 24 hours
Symptoms: Individual interactions showing incorrect positive/negative sentimentSolutions:
  1. Manual correction: Click the sentiment score and adjust it
  2. Add context: Include notes about why the sentiment should be different
  3. Review interaction content: Ensure the full message was captured
  4. Industry-specific language: AI may misinterpret technical jargon
Improving accuracy:
  • Regularly correct obviously wrong sentiment scores
  • Add notes explaining context (e.g., “positive feedback on feature request”)
  • The system learns from your corrections over time

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Task & Notification Issues

Symptoms: Missing alerts for due tasks, at-risk clients, or system updatesSolutions:
  1. Check notification settings: Go to Settings → Notifications
  2. Verify email address: Ensure notifications are sent to correct email
  3. Check spam/junk folders: Look for Stanna emails in filtered folders
  4. Whitelist domain: Add @stanna.io to your email whitelist
  5. Test notifications: Use the “Send Test Email” feature
Symptoms: Created tasks don’t show up or completed tasks still appearSolutions:
  1. Refresh the page: Simple browser refresh often resolves display issues
  2. Check filters: Ensure task view isn’t filtered by date, status, or assignment
  3. Verify task status: Confirm task completion was saved properly
  4. Check assignment: Ensure task is assigned to correct person
  5. Clear browser cache: Try incognito mode to rule out caching issues

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Performance & Loading Issues

Symptoms: Pages take a long time to load, dashboard widgets spinningSolutions:
  1. Check internet connection: Verify your network speed and stability
  2. Clear browser cache: Delete stored data and reload
  3. Try different browser: Test Chrome, Firefox, Safari, or Edge
  4. Disable browser extensions: Ad blockers can sometimes interfere
  5. Check for updates: Ensure your browser is current
If problems persist: Report performance issues to support with:
  • Browser type and version
  • Operating system
  • Specific pages that are slow
  • Time of day when issues occur
Symptoms: Empty widgets, error messages, or spinning indicators that don’t resolveSolutions:
  1. Refresh individual widgets: Click the refresh icon on each widget
  2. Reset dashboard: Use dashboard settings to reset to default layout
  3. Check data permissions: Ensure you have access to the underlying data
  4. Browser compatibility: Try a different browser or update current one

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Search & Filtering Problems

Symptoms: Search returns no results for clients you know existSolutions:
  1. Check spelling: Verify exact company names and domains
  2. Use partial search: Try searching for part of the company name
  3. Clear filters: Remove any active filters that might hide results
  4. Search by domain: Try searching by website domain instead of name
  5. Check client assignments: Ensure you have access to those specific clients
Symptoms: Filter results don’t match expected criteriaSolutions:
  1. Refresh data: Ensure filters are working on current data
  2. Check date ranges: Verify date filters are set correctly
  3. Clear and reapply: Remove all filters and add them back one by one
  4. Review filter logic: Some filters use AND logic, others use OR

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Getting Additional Help

If these solutions don’t resolve your issue:

Contact Support

Email support@gostanna.com with:
  • Detailed description of the issue
  • Steps you’ve already tried
  • Screenshots if helpful
  • Browser and operating system info

Schedule a Call

For complex issues, request a screen-share session:
  • Include “Screen Share Request” in subject
  • Provide your available times
  • List specific issues to address

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Preventing Common Issues

Best practices to avoid problems:
  • Keep integrations connected and permissions current
  • Regularly update client data and review health scores
  • Log important interactions manually when needed
  • Use consistent naming conventions across all tools
  • Set up proper notification preferences from day one