Access & login
I can't log in
Can't get into Katalyz? Walk through these steps — one of them usually does it. Step 1 — Request a fresh magic link Katalyz uses magic-link authentication. If your previous link has expired (48-hour window), request a new one: Go to app.katalyz.co. Enter your email. Check your inbox — a fresh magic link arrives within a minute. Click it. Step 2 — Check spam / filtered folders The link email is sent from no-reply@katalyz.co. If it's not in your inbox, check: SpamFew readersI didn't receive the magic link
Requested a magic link but it hasn't arrived. Here's how to find it or work around the widget. Step 1 — Give it a few minutes Email is fast, but not always instant. Wait 2–3 minutes and refresh your inbox. Step 2 — Check all the places email hides Modern inboxes sort aggressively. Check: Spam / Junk folder — the #1 cause Gmail "Promotions" tab — automated emails often land here Outlook "Other" tab — same deal Archived / All mail — if a filter auto-archived itSome readersThe magic code isn't arriving
Trying to verify access to a room via magic code, but the 6-digit code isn't showing up. Here's how to troubleshoot — mostly the same guidance as for missing magic links. Step 1 — Check spam / filtered folders The code email comes from no-reply@katalyz.co (or the sender's branded subdomain). Check: Spam / Junk Gmail "Promotions" or "Updates" tab Outlook "Other" Corporate quarantine (Proofpoint, Mimecast, etc.) Search for "katalyz" or "access code". StepSome readersA buyer says the room link is broken
Your prospect or customer reached out saying the link you sent them doesn't work. Here's how to diagnose and fix it. Step 1 — Ask what they're seeing Specific error messages narrow this down fast. Ask them to share: The exact URL they're trying to open The error message (if any) What happens when they click (blank page? redirect? login prompt?) The browser and device they're using Screenshot, if possible. Step 2 — Check on your side Open the room yourself. DoeFew readers
Rooms & content
Content isn't loading
Room loads but one or more widgets are blank, stuck on a loading spinner, or showing an error placeholder. Here's what to try. Step 1 — Refresh the page First move, always. 80% of transient loading issues resolve with a hard refresh. Windows/Linux: Ctrl + F5 or Ctrl + Shift + R Mac: ⌘ + Shift + R Step 2 — Check your internet connection If your connection is spotty, widgets that load content from external sources (videos, embeds, CRM-synced fields) may fail. CheckFew readersA widget is showing an error
A widget (CTA, Meeting, Video, Document, etc.) is displaying an error state instead of its expected content. Here's how to fix common widget errors. Generic fixes first Before diagnosing per-widget: Refresh the page Try incognito to rule out browser extensions Check the browser console — sometimes an error message there points right at the cause By widget type Video widget "Video can't be loaded" The hosted source (YouTube, Loom, Vimeo) may be down or the vFew readersI accidentally deleted a section
Heads up: Katalyz doesn't have a built-in undo or revert for deletions. There's no "Undo" toast, no version history, no trash bin. Once you confirm a delete, the only recovery paths are limited — and they all depend on acting fast. If you just deleted text inside a widget — try Ctrl+Z If the deletion happened inside a text widget you were typing in (a word, a sentence, a paragraph), the browser's native undo may work: Windows / Linux: Ctrl + Z Mac: ⌘ + Z This is thFew readers
Integrations
My CRM isn't syncing (HubSpot, Salesforce)
Your CRM integration (HubSpot or Salesforce) was working; now data isn't flowing (or it's partial). The diagnostic is the same for both — here's how to work through it. The CRM integration has two levels A CRM integration can break at either of two places, and you need to check both: Org level — an admin connected the CRM for the whole workspace from Settings → Integrations. User level — each user must also connect their own CRM account from **their profile → IntegrationsFew readersAn expected meeting isn't showing in the Meeting widget
You're trying to attach an existing meeting to your room via the Meeting widget, but it isn't showing in the picker — or a previously attached meeting now shows an empty state. Reminder: the Meeting widget isn't a booking widget. It doesn't let buyers pick time slots. It attaches a meeting that already exists in your calendar (past or upcoming) and surfaces its recording, AI summary, and transcript. For the product docs, see [Meeting widget](https://katalyz.crisp.help/en/article/meetiFew readersSlack notifications are silent
Slack integration is connected, but you're not getting Katalyz notifications in Slack. Here's how to diagnose. Important: Katalyz notifications arrive as direct messages from the Katalyz bot in your Slack — there's no channel to configure on the Katalyz side. If you're expecting notifications in a shared team channel, that's not how it works today. Step 1 — Check Slack notifications are enabled in Katalyz Go to Settings → Notifications. Confirm the Slack master toggSome readersEmail is landing in spam
Katalyz emails to your buyers (invitations, notifications, signature requests) are landing in spam rather than the inbox. This is a common issue that has a clear fix. Why this happens Email deliverability has nothing to do with your content. It's about sender reputation — the trustworthiness of the domain sending the email. When Katalyz sends emails from @katalyz.co, the email looks like it's coming from a third-party vendor, not your company. Corporate email gateways (especially strFew readers
Getting help
How to contact support
Three ways to reach us. 1. Chat (fastest) Click the chat bubble in the bottom-left corner of Katalyz. Write your question or issue. A support agent responds during business hours; off-hours, we respond as soon as the team is online. Best for: quick questions, urgent issues, simple troubleshooting. 2. Email: contact@katalyz.co Email contact@katalyz.co with details. Include screenshots or links where helpful. Best for: complex issues, detailed context, anything requirinFew readersWhat to include in a support message
The more context you share upfront, the faster we can help. Use this as a template for tricky issues. The ideal support message Workspace: [Your company / workspace name] Affected room (if applicable): [Room URL or title] Goal: [What you're trying to do] Issue: [What's happening instead] Already tried: [Steps you've taken] Screenshots: [Attach if helpful] Browser + OS: [Chrome 120 on macOS 14, etc.] Time issue started: [When you first noticed] Example: good support message SuFew readersResponse times by plan
Response time targets Plan Chat Email Critical issues Standard Same business day 24 business hours Escalated — aim for same day Premium Priority queue, typically < 1 hour 4 business hours Dedicated CSM handles Business hours Our team is primarily based in Europe (France). Core support hours: Monday–Friday, 9am–6pm CET Outside these hours, we respond as soon as we're online the next business day. Urgent issues outside hFew readers