Troubleshooting

Common issues and how to fix them.

Quick fixes for the most common problems teams run into with Hops.

Connections

My integration says 'disconnected' or won't sync

1. Go to Settings > Connections and find the integration.
2. Click Reconnect and re-authorize with the service.
3. If the issue persists, remove the connection entirely and add it again.

Some services (Google, HubSpot) expire tokens after a period of inactivity. Reconnecting refreshes the token.

I connected an app but Hops can't see my data

• Make sure the connection was authorized with an account that has access to the data you need.
• Check that you granted the required permissions during the OAuth flow.
• For Google Workspace, confirm the specific services (Drive, Calendar, Gmail) are enabled on your Google account.

Webhook or HTTP trigger isn't firing

• Verify the webhook URL is correct and hasn’t changed.
• Check that the sending service is actually posting to the URL (most services have delivery logs).
• Ensure there are no firewall or network rules blocking outbound requests from the sender.

Hops

Hops isn't responding or seems stuck

• Check your credit balance under Settings > Team Management. If credits are exhausted, Hops can’t run.
• Try sending a simple message like “hello” to rule out a prompt issue.
• If Hops is running a skill, review the skill’s instructions for conflicting or overly complex directives.

Hops's output is inaccurate or off-topic

• If a skill is involved, review its instructions. Vague instructions produce vague output.
• Make sure Hops has the right tools connected. Without access to your CRM, Hops can’t pull CRM data.
• Add context to the Space — the more relevant docs and threads, the better the output.

A skill can't access a tool I connected

• Make sure the tool is connected at the workspace level in Settings → Connections so it’s shareable across the team and available to Hops and any installed skills.
• If the skill requires a specific tool, confirm it’s attached to the skill directly.

Spaces

I can't find a Space I was working in

• Check the left sidebar — Spaces are listed under your workspace.
• If the Space was created by a teammate, ask them to confirm you have access.
• Archived Spaces don’t appear in the main list. Ask an admin to unarchive it if needed.

Files or artifacts aren't showing up in a Space

• Make sure the file was uploaded to the correct Space.
• Large files may take a moment to process. Refresh the page and check again.
• Confirm the file format is supported (see Artifacts for supported types).

Account & access

I can't log in

• If you use SSO (Google, etc.), make sure you’re signing in with the correct account.
• Try resetting your password from the login page if you’ve set one.
• Clear your browser cache and cookies, then try again.
• If your account was deactivated, contact your workspace admin.

I'm not receiving notification emails

• Check your spam or junk folder.
• Verify your notification preferences under Settings > General > Notifications.
• Make sure the email address on your account is correct.

I need to transfer workspace ownership

Contact [e-mail] with the current owner’s email and the new owner’s email. Ownership transfers require confirmation from both parties.

Performance

Hops feels slow or unresponsive

• Try a different browser or clear your current browser’s cache.
• Disable browser extensions that might interfere (ad blockers, privacy extensions).
• Check status.hops.ai for any ongoing incidents.
• If the issue is specific to one Space, it may contain a large volume of data. Try working in a smaller Space.

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Still stuck? Reach out at [e-mail].