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 access code isn't arriving
Trying to get into a room set to Access code verification, but the 6-digit access 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 **"accePopularA 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. DoeSome 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. CheckSome 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 vSome 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 thSome 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 Settings → Profile (the **Some 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
Billing
I have a question about my invoice
Got an unexpected line, an amount you don't recognise, or a status you're not sure about? Here's how to get clarity fast. Step 1 — Pull up the invoice Go to Settings → Workspace → Plan & Billing. Scroll to Billing history and click Download on the invoice. The PDF shows every line: plan year (seats × price × months), onboarding fee, modules, seat expansions, credit packs, taxes. Step 2 — Common invoice puzzles "Why is there an extra invoice mid-year?" Most likelyFew readersHow do I add more seats?
Admins add seats themselves from Plan & Billing. Invite the person first if you still have room; add seats when you don't. Do I have a free seat? Open Settings → Workspace → Plan & Billing. The plan card shows N of M used. If N < M, just invite the person — see Inviting a new member. Adding seats On the plan card, click Add seats. Enter the number. The dialog shows the per-seat price, the proratedFew readersCan I change my plan mid-term?
There is one plan, so there's nothing to upgrade or downgrade to. What you can change mid-term is your seats, your credits and your modules — and each follows a simple rule. Mid-term changes at a glance Change Mid-term? How Add seats Yes, self-serve Add seats — prorated to the end of your term Buy a credit pack Yes, self-serve Add credits → One-time top-up — paid immediately Raise credits per user | Yes, with a signed addendum | **Few readers
Getting help
What 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 SuSome readersHow 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 requirinSome readersResponse times by plan
Response time targets Channel Typical first response Critical issues Chat Same business day, usually much faster for simple questions Escalated — aim for same day Email 24 business hours Escalated on arrival Account manager As agreed in your contract Handles the escalation with you Business hours Our team is primarily based in Europe (France). Core support hours: Monday–Friday, 9am–6pm CET Outside these hours, we respondFew readers