Troubleshooting

Fixes for the most common sign-in, credit, and matching problems.

"That link didn't work"

Your magic link or confirmation link has expired, has already been used, or was opened in a different browser from the one you requested it in.

1. Go back to the login page.
2. Request a new link.
3. Open it in the same browser you requested it from.

I didn't get the magic link or reset email

• Check your spam or promotions folder.
• Make sure you typed your email correctly.
• Wait a minute, then request a new link.

"You already have an account with this email"

You signed up before with this email. Click Sign in instead and sign in with a magic link.

"That reset link has expired"

Go to Forgot password? and request a new link.

"Not enough credits"

You've used this month's credits, so you can't unlock this detail (1 credit for an email, 9 for a phone number). Nothing was charged. Your credits reset at your next renewal, or your owner or an admin can buy a credit pack on Billing & Credits.

"Your 7-day free trial has ended"

HeyIntro and email campaigns need a paid plan after the trial. Ask your owner or an admin to choose a plan on Billing & Credits. Your network and outreach are saved.

HeyIntro says my LinkedIn session expired

Go to HeyIntro → Settings and click Reconnect. See Connect LinkedIn to HeyIntro.

A mailbox shows "Reconnect"

Google signed the mailbox out. Go to Inbox → Mailboxes and click Reconnect. Your campaigns pick up where they stopped.

"This invite is for a different email address"

Team invites only work with the email they were sent to. Sign out, then open the link again and sign in (or create a login) with that email.

"This invite has expired"

Invite links last 14 days. Ask the person who invited you for a new link.

"No investors match these sectors yet"

Your raise was saved, but no investors share its sectors. Add more sectors, or adjacent ones, then generate matches again.

"That filter took too long"

Some filters, especially by investor type, can time out on large result sets. Add a sector to narrow the results, or clear the filter and try again.

Fit scores are slow to appear

Scores are calculated by AI after the page loads and can take several seconds. If they don't appear, refresh the page. You'll still see a High, Medium, or Low label based on sector overlap.

My match run disappeared after I refreshed

Match Runs doesn't keep results on screen after a refresh. Your raise is still saved on the Raises page, and its matched investors appear on the Investors page and the Dashboard.

Still stuck?

Email us at support@heyinvest.ai. Tell us the email you sign in with, what you were trying to do, and any error message you saw.