Account

Troubleshooting

What the messages you might see mean, and how to fix them.

Find the message you saw below, grouped by where it appears. Each one says what it means and what to do. If yours isn’t here, or the fix doesn’t work, write to contact@ladel.in with the exact message and a screenshot.

Common problems#

Check that you’re using the same method you signed up with. If you signed up with Google or Microsoft, you have no password until you set one in Settings, so use Continue with Google or Continue with Microsoft. If you’ve forgotten your password and have no other way in, write to contact@ladel.in from your work address.

Haley’s answer doesn’t have the people I expected

Name the role in the words people use in their titles, and say the city or metro. Check whether a filter Haley added is too strict, such as a function (unknown for about 4 in 10 people) or a school (on record for about 2 in 100). Ask Haley to drop it: “without the school filter”. See Writing good requests.

Someone I know is on LinkedIn but not in Ladel

Paste their LinkedIn link into ⌘K search. If you see “No one with that LinkedIn profile in the data.”, they aren’t in Ladel’s data yet. Send the link to contact@ladel.in.

Find contact is greyed out

Either you have used your own contact credits for this month, or the person has no LinkedIn profile on record, so their details can’t be looked up. See Finding contact details.

My emails aren’t sending

Check under Integrations that your mailbox is still connected. If you’ve sent 100 emails from it in the last 24 hours, the rest wait until tomorrow. If the mailbox shows a problem, press Disconnect, then connect it again.

The page looks out of date

Open the menu under your name at the bottom of the sidebar and press Reload from account, or refresh the browser.

Signing in#

Message	What it means	What to do
Wrong email or password.	The email and password don’t match an account.	Check both. If you signed up with Google or Microsoft, use that button instead.
That email is already registered	Someone, perhaps you, has already signed up with this email.	Press “I already have an account” and sign in.
Check the workspace name, email and password (10 characters or more)	A field is missing, or the password is too short.	Fill in every field, with a password of 10 or more characters.
Sign-in was cancelled.	You closed or declined the Google or Microsoft window.	Try again, and allow the sign-in.
That sign-in took too long. Try again.	The Google or Microsoft step timed out.	Start again from the sign-in page.
Could not sign you in. Try again.	Something went wrong with the provider.	Try again in a minute, or use another method.
That sign-in option isn’t set up yet. Use your email and password.	That provider isn’t available.	Sign in with your email and password.
Your account didn’t share an email address, so we can’t sign you in with it.	The provider didn’t give Ladel your email.	Use another method, or a different account.
An account with this email already exists. Sign in with your email and password.	Ladel couldn’t confirm the provider’s email, so it won’t link the accounts for you.	Sign in with your password, then connect Google or Microsoft in Settings.
This account has been deactivated.	Your account has been switched off.	Write to contact@ladel.in.
Your session ended. Sign in again.	You were signed out, after up to 14 days or by “Sign out everywhere”.	Sign in again.
That sign-in expired. Continue with Google or Microsoft again.	The “Name your workspace” step took too long.	Continue with Google or Microsoft again.

Settings#

Message	What it means	What to do
Current password is wrong.	The current password you typed is wrong.	Check it, or write to contact@ladel.in if you’ve forgotten it.
Choose a different password.	The new password is the same as the old one.	Pick a new one.
This is your only way to sign in. Set a password first.	Disconnecting would lock you out.	Set a password, or connect another account, first.
That account is already connected to another Ladel user.	The Google or Microsoft account is linked to someone else.	Use a different account.
You already have an account from that provider connected. Disconnect it first.	One Google and one Microsoft account at a time.	Disconnect the old one first.
Use a full https:// link to your booking page.	The booking link isn’t a full web address.	Paste the whole link, starting with https://.
Only an owner can rename the workspace.	You’re a member, not an owner.	Ask an owner.
This workspace is full.	The plan’s seat cap is reached, including pending invites. Free holds 3. Pro holds 4.	Remove a pending invite, or ask about Enterprise for five or more.

Haley and chats#

Message	What it means	What to do
Haley is still working	You sent a message before Haley finished the last one.	Wait for the answer, then send.
That message is too long for me (the limit is 20000 characters).	Your message is over 20,000 characters.	Shorten it, or attach the text as a file.
I stopped after 12 rounds of tool calls without reaching an answer. Try a narrower question.	The question needed too many steps.	Split it into smaller questions.
Haley could not reach the model. Try again in a minute.	A temporary problem with the AI service.	Wait a minute and send again.
Haley stopped unexpectedly. Try again.	Something went wrong mid-answer.	Send the message again.
The search did not finish. Try a shorter question.	The search took too long.	Ask for fewer things at once.
I could not start the chat.	The chat couldn’t be created.	Try again, or reload the page.
This chat doesn’t exist anymore.	The chat was deleted, or the link is wrong.	Press “Start a new chat”.
I can only help with research on the companies, people and investors in this database…	You asked for something outside Haley’s job, such as code, an essay or general knowledge.	Ask about people, companies or investors. See What Haley does.
Search for people first, then I can put them on a project.	You asked to shortlist with no people table open.	Run a people search, then ask again.
Which project should I add them to?	The chat isn’t in a project yet.	Name a project, or say “new project called …”.
The table on screen lists companies, and a project shortlist holds people…	Shortlists hold people, not companies.	Ask Haley for people at those companies.
I could not update the shortlist. Try again.	Saving to the project failed.	Ask again.
At most 3 contact lookups per message…	Haley looks up at most three people per message.	Name the few who matter most, or open their profiles.

Attaching documents#

Message	What it means	What to do
Attach a .txt, .md, .csv, .pdf, or .docx file.	That file type isn’t supported.	Save it as PDF or Word and attach it again.
That file is larger than 8 MB.	The file is too big.	Remove images, or paste the text into the chat.
That file is empty.	There’s nothing in the file.	Check you picked the right file.
No text found in that file.	Often a scanned PDF, which is a picture of text.	Attach a Word file or a PDF with selectable text, or paste the text.
That PDF could not be read. / That Word file could not be read.	The file is damaged or protected.	Open and save it again, or paste the text.
{file} was shortened so it fits in the chat	Only the first 16,000 characters are read.	Usually fine for a JD. Put the key requirements first.
That file could not be read.	The browser couldn’t open the file.	Try again, or use another file.

Search#

Message	What it means	What to do
No one matches these filters. Try removing one.	Your filters together match nobody.	Remove the strictest filter, often function or school.
No companies match these filters. Try removing one.	As above, for companies.	Remove a filter.
Pages stop at 10,050 people. Add a filter to see the rest.	You can page through the first 10,050 results.	Add a filter, such as a city or level.
Query took too long. Narrow the filters and try again.	The search was too broad to finish in time.	Add a filter.
Could not load this page.	A page of results failed to load.	Try again, or reload.
Search failed. Try again.	⌘K search failed.	Try again.
No one with that LinkedIn profile in the data.	That person isn’t in Ladel yet.	Send the link to contact@ladel.in.
No company with that LinkedIn page in the data.	That company isn’t in Ladel yet.	Search by name or website instead.
This person is not in the pilot data. / This company is not in the pilot data.	The record is no longer in Ladel’s data.	Search for them again by name.

Contact lookups#

Message	What it means	What to do
You've used all {limit} contact credits for this month.	Your own monthly credits are used up. A teammate’s credits are separate.	Wait for the 1st, ask for a credit pack, or write to contact@ladel.in.
You've used your 5 free contact lookups. An owner can ask for more.	The Free allowance is used up.	Ask an owner to request Pro or a credit pack.
No LinkedIn profile on record, so contact details cannot be looked up	Lookups need a LinkedIn profile.	Type their email yourself if you have it.
No email found. That used 1 credit.	The provider had no email. That part is remembered for 90 days.	You can still ask for the phone, which is 4 credits.
No phone found. That used 1 credit.	The provider had no phone. That part is remembered for 90 days.	You won’t pay for the same phone again for 90 days.
Contact lookup failed: the contact search is still running; try again in a minute	The provider needs more time.	Try again in a minute.
Contact lookup failed: too many lookups at once; wait a few minutes	Too many lookups at once.	Wait a few minutes.
Could not look up contact details. Try again in a minute.	Something went wrong.	Try again in a minute.

Projects and shortlists#

Message	What it means	What to do
You already have a list with this name	Project names must be unique among your projects.	Pick another name.
Only the owner can change this list	You’re not the project’s owner.	Ask the owner, or export it.
List not found / Project not found.	The project was deleted, or the link is wrong.	Open it from Projects.
Nothing to export yet	The shortlist is empty.	Shortlist a few people first.

Mailbox and calendar#

Message	What it means	What to do
Connect a mailbox under Integrations first. / Connect Gmail or Outlook under Integrations first.	No mailbox is connected.	Connect Gmail or Outlook under Integrations.
Connect a calendar under Integrations first.	No calendar is connected.	Connect Google or Outlook Calendar.
Connecting was cancelled.	You closed the Google or Microsoft window.	Try again.
That took too long. Try connecting again.	The connection timed out.	Try again.
Could not connect that account. Try again.	Something went wrong.	Try again in a minute.
Ladel needs the permission you unticked. Connect again and leave it ticked.	You unticked the send or calendar permission.	Connect again and leave every box ticked.
{email} needs connecting again. Disconnect it and connect it again under Integrations.	Ladel’s access has expired.	Disconnect, then connect again.
Ladel isn’t allowed to do this with that account any more…	The permission was removed in your Google or Microsoft account.	Disconnect, then connect again.
This connection can no longer be read. Disconnect it and connect again.	The stored connection is broken.	Disconnect, then connect again.
The provider is limiting this account for now. Try again in a few minutes.	Google or Microsoft is slowing your account.	Wait. Queued emails retry an hour later on their own.
Could not reach the mail provider. Try again. / The provider refused the request. Try again.	A temporary problem at Google or Microsoft.	Try again.
{email} has sent {count} emails through Ladel in the last 24 hours, the most allowed…	The 100-a-day limit per mailbox.	The rest go tomorrow, or connect another mailbox.

Drafts and sending#

Message	What it means	What to do
Pick between 1 and 100 people.	An outreach batch holds 1 to 100 people.	Select fewer people.
Haley could not write a draft just now. Try again, or write it yourself.	The draft failed.	Press Redraft, or write it.
This address may not work. Check it first.	The address may be wrong (status “Check address”).	Check it, then press “Send to this address”.
Type their address to send this one.	No email was found (status “No email”).	Type the address in To.
Write it, or ask Haley to redraft it.	The draft wasn’t written (status “Not written”).	Press “Write it”, or type the email.
Some of these can’t be sent: they have no address or email yet, or already went.	Some picked drafts aren’t ready.	Fill in To, Subject and body, or unpick them.
Too late to undo this one.	The email has started sending.	Check your Sent folder.
This one is already sending or sent. Undo it first if it hasn’t gone.	You tried to change a queued email.	Press Undo first, if you still can.
The mailbox for this outreach was disconnected. Connect it again under Integrations.	The sending mailbox was disconnected.	Connect it again under Integrations.
Sending failed. Check your Sent folder before trying again.	The provider rejected the email.	Check Sent, so you don’t send twice.
Ladel stopped while sending this. Check your Sent folder before sending it again.	Sending was interrupted.	Check Sent before sending again.

Always check Sent before resending

An email marked failed may still have gone. Look in your mailbox’s Sent folder before sending it again, so the person doesn’t get it twice.

Booking calls#

Message	What it means	What to do
No free time in your working hours this week.	Your calendar is full between 10:00 and 18:00 on the next weekdays.	Free some time, or send your booking link.
That time has already passed.	The slot is in the past.	Pick a later time.
That isn’t an email address.	The invite’s email is invalid.	Check the address.
The call must end after it starts.	The end time is before the start.	Fix the times.