Integration troubleshooting

If an integration will not connect, stops working, or cannot complete a task, use this guide to check the connection, account access, and selected resource.

This page covers common connection and authorization problems in Atoms. For service-specific setup, supported actions, or configuration inside your app, start with Connect and Manage Integrations and choose your service’s guide.

Start with these checks

1. Check where the failure happens. Is the Agent unable to use a service in Chat, or does the feature fail only in your app? Connecting a service for Chat does not by itself confirm that your app is configured correctly. For app-only failures, see Connect and Manage Integrations.
2. Open the integration. In your project’s Chat, open the options menu beside the message input, then choose Connectors → Add connectors. Search for and select the service. Check whether it is connected or still offers Connect. Some services open their own management screen.
3. Check access in the service itself. Confirm that the account you intended to connect can open the exact file, repository, calendar, property, or other resource involved.
4. Save the error before changing anything. Record the exact message, time and time zone, affected project or Chat, and last successful attempt. Redact private information from screenshots.

Open the Chat input options, choose Connectors (1), then Add connectors (2) to browse available integrations.

You can also manage available connections in Settings → Connectors. Select the integration you want to check.

Keep credentials private. Never paste passwords, login codes, API keys, access tokens, or other secrets into Chat or a support request. Enter credentials only in the service’s sign-in flow or the designated secure configuration field.

Find your issue

You cannot find or start an integration

1. Use Add connectors to search the catalog. The shorter list in the Chat menu is not the full catalog.
2. If Atoms says the feature is available only within a project, open the intended project and try there.
3. If a control is disabled, read its explanation. If it requires a different role or permission, ask the project or workspace owner to help. Do not disconnect another service just to bypass a restriction.

Check the result: You can open the service’s connection or management screen. If it still does not appear, check Connect and Manage Integrations or contact support to confirm availability. Do not assume a missing service can be enabled through repeated sign-in attempts.

Authorization does not finish

1. Select Connect once and look for the service’s sign-in window. If your browser reports a blocked pop-up, allow pop-ups for the Atoms site and try again. In Chrome, follow the instructions for allowing pop-ups from a specific site; you do not need to enable them for every site.
2. Choose the intended account and review the requested access. Complete the service’s authorization flow before closing its window.
3. If the service explicitly says your organization has blocked the app or the requested access, save the message and contact your administrator. Do not work around your organization’s policy.
4. Return to Atoms and reopen the integration to check its state. Closing a sign-in window is not confirmation that authorization succeeded.

Review the access requested before completing authorization. Authorizing an account does not by itself confirm that the intended resource is connected.

If authorization includes an organization or workspace selector, confirm the intended selection and review the requested permissions.

Check the result: The integration is shown as connected. On connector detail screens that use the standard layout, Connect is replaced by Disconnect and Try it out. Other services have their own layouts. If it still offers Connect or shows an error, capture that result and contact support after one fresh attempt.

The wrong account is connected

If the integration’s management screen shows an account, compare it with the account that owns or can access the resource. Not every connector displays the connected account, so do not use the browser’s current sign-in alone as proof of which account Atoms is using.

Open the resource directly in the service with the intended account. If that account cannot access it, ask the resource owner for access first. If the connection uses the wrong account, follow the service’s account-switching instructions or reconnect safely and explicitly choose the correct account during authorization.

Check the result: A small, supported read request returns the intended resource. If you still cannot establish which account is connected, contact support rather than repeatedly disconnecting.

The integration is connected, but the Agent cannot find your data

1. Check the connection. Open the integration’s details in Connectors and confirm that it is connected. Check the selected account or resource where shown.
2. Check the exact resource. Open it directly in the service with the intended account. Confirm its location and access permissions, including the correct organization, workspace, folder, or property where relevant.
3. Make the request specific. Name the service and provide the exact resource name or link when the connector supports it. Ask for one supported read action first, rather than searching and changing several resources at once.

For example, if the connector supports reading documents: “Use [service] to read [document name or link] and tell me its title. Do not change it.”

Check the result: The Agent returns the intended resource. If direct access works but the Agent still cannot read it, check the connector’s supported capabilities and granted access. Reconnect only if there is evidence of an authorization problem.

The Agent can read data, but cannot change it

Successful reading does not confirm that the connector supports the requested change or has permission to make it.

1. See Connect and Manage Integrations or the connector’s What you can do list, if shown. Confirm that the requested action is supported.
2. Check whether the connected account is allowed to make that change to the exact resource. Ask the resource owner or administrator for only the access needed.
3. Read any error or confirmation request. If additional authorization is required, follow the service’s documented flow. Reconnecting cannot add an action the connector does not support.

Before retrying a write: Inspect the destination to see whether the first attempt already created or changed something. A failed response is not enough to prove that no change occurred. Do not repeat a payment, message, invitation, or record creation until you know the previous result.

Check the result: A supported change succeeds on an appropriate test resource, and you confirm it directly in the service. For payment or other live workflows, use the service-specific testing instructions instead of a real transaction.

A connection that worked before has stopped

Check what changed since the last successful request: the account, its access to the resource, the organization’s app policy, or the connection’s authorization.

1. Reopen the integration in Atoms and check whether it is still connected.
2. Try opening the resource directly in the service. If access has been removed, resolve that with the resource owner or administrator.
3. If the error says authorization has expired, was revoked, or is invalid, follow Reconnect safely. If the error concerns a service outage, limit, or unsupported action, address that cause first.

Check the result: A small read request works again. If the same error remains, save it together with the last successful time and contact support.

Results are out of date or a request keeps failing

1. Compare the result with the service itself. Confirm the account, resource, date range, filters, and time zone where relevant. Ask the Agent to fetch the current value rather than rely on an earlier answer in the conversation.
2. For an explicit timeout or service-unavailable error, check the service’s official status or help page. If the error gives a retry time, wait until then; do not send repeated requests while the limit or outage persists.
3. Save any unsent text, refresh Atoms, and recheck the connector state. Refreshing the page is not the same as reauthorizing the account.
4. Retry one small read request. Before retrying anything that changes external data, inspect the destination for the earlier result.

Check the result: The fresh result matches the intended resource in the service. If it remains incorrect, send support the expected and actual values with timestamps. Do not assume every integration updates on the same schedule.

Reconnect safely

Reconnect when authorization is invalid or the wrong account is linked—not as the first step for every failed request.

Before disconnecting: Finish or pause tasks that rely on the connection, check the result of any pending external write, and make sure you can sign in again with the required access. Disconnecting makes the connection unavailable until it is connected again. Check the Connect and Manage Integrations for any additional effects; do not assume disconnecting reverses previous changes or cancels work already sent.

1. Open the service’s connection details. If it has its own account-management screen, follow that integration’s instructions.
2. On the standard connector detail screen, select Disconnect when you are ready, then select Connect. Do not assume there will be an extra confirmation before disconnection.
3. Choose the intended account and complete authorization. Review the permissions requested.
4. Return to Atoms and confirm the connected state.
5. Run the recovery check below before resuming the original task.

If the same error returns, stop reconnecting and contact support with the error and the checks already completed.

Verify that the issue is resolved

1. Ask for one supported, read-only action on a resource you can verify directly. If you use Try it out, review the suggested prompt before sending it.
2. Compare the response with the service itself. Confirm the correct resource, account context, and requested result—not just the connected indicator.
3. If your task requires changes, use an appropriate test resource or the service’s documented test workflow and verify the result at the destination.

Check the connection state and selected resource. A connected indicator alone does not confirm that the expected data is available or up to date.

Confirm the organization and project, then open Dashboard to inspect the resource without making changes. Disconnecting is not part of this check.

If the check passes, resume your task. If Chat works but the feature still fails inside your app, see Connect and Manage Integrations or build and preview troubleshooting. Check the environment in which the failure occurs; a successful Chat request is not proof that the app is configured correctly.

Get help

If the issue persists, use Get support and include:

• The integration name and your Atoms account email.
• The affected project or Chat link, and whether the failure happens in Chat or in your app. For an app, identify the affected environment.
• The intended service account and resource, using only non-secret identifiers needed to investigate.
• The exact error, date, time, and time zone; include the last successful time if known.
• The steps to reproduce, expected result, actual result, and checks already tried.
• Your browser and device, plus redacted screenshots or a short recording if useful.

For a failed write, say whether the destination shows a completed change, no change, or an unknown result. Remove passwords, login codes, API keys, tokens, and unrelated private data from all attachments.