Connections
My integration says 'disconnected' or won't sync
My integration says 'disconnected' or won't sync
- Go to Settings > Connections and find the integration.
- Click Reconnect and re-authorize with the service.
- If the issue persists, remove the connection entirely and add it again.
I connected an app but Hops can't see my data
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
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
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
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
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
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
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
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
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
I need to transfer workspace ownership
Contact support@hops.ai 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
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.
Still stuck? Reach out at support@hops.ai.