Troubleshooting FAQ

Check whether the same messages appear in Gmail or Microsoft 365, then check the affected inbox’s connection in Aptly. Password changes, revoked permissions, or provider security updates can require reauthorization.

For a disconnected inbox, use Reconnect for that existing inbox rather than deleting and recreating it. Shared inboxes are managed under Settings → Help Desk; follow the personal-inbox route in Reconnect Your Inbox for your own mailbox.

If it disconnects again, ask your IT administrator to review provider access and capture the error for Aptly support.

First check whether the inbox navigation pane is collapsed: hover near the left edge of the inbox and click the expansion arrow. If the inbox still does not appear, ask an admin to confirm both your role’s inbox access and your membership in the shared inbox. See User Roles and Permissions.

Ask an admin to review Setup - Can Create Inbox and Inbox - Deny Inbox Access for your role. See User Roles and Permissions.

Scheduled emails are in Outbox. Expand the relevant inbox and use its More menu to show Outbox or other hidden folders. If a message is still missing, check the selected inbox and search filters before scheduling it again.

See Organize Your Inbox with Folders and Searching the Inbox.

Compare the same messages, not just each inbox’s total. Gmail categories and labels can hide messages from the view you are comparing, and read/unread status does not stay synchronized between the two systems after the initial sync.

Search by sender or subject and check your inbox, status, and date filters. Do not bulk archive everything just to make the counts match: archive only conversations you have reviewed and no longer need in the active inbox. The examples below show Gmail categories and Aptly’s archive controls.

Look in All Mail. In Gmail, archived messages leave the Inbox but are not deleted. See Google’s archive guide.

If a message’s location differs between Aptly and Gmail, compare that specific conversation in both systems and send its Aptly URL and timestamp to support.

If you use Gmail, check Conversation View in Gmail settings. The existing email-parsing workflow can group lead emails with matching subjects. Review the original messages and their linked cards before changing the setting; do not merge or delete leads to correct the thread.

If grouping continues, send support two example conversation URLs and describe which leads should be separate.

The Team view shows conversations assigned to a teammate in shared inboxes. Monitored Inboxes provides access to eligible personal inboxes only when the monitoring permissions are enabled for both the viewer and the monitored role.

See What are Monitored Inboxes?.

Check that you are on the correct board and clear any saved view filters. Use the board’s View or Filter menu to check archived cards and the Recycle Bin. Deleted cards can be reopened within 30 days according to the card-restoration guide.

If you cannot access the board, ask its owner to check your membership rather than making it public. See Using Board Filters and How to Archive or Delete a Card.

Open the card and choose Re-open from its three-dot menu. Card activity, such as comments, field updates, or stage changes, can also bring an archived card back into active work. Review the card’s recent activity to see what changed.

Board access and role permissions are separate checks. Ask an admin to review Boards - Can install default board views (kanban/table) and Boards - Can modify default board views, along with your access level on that board.

See User Roles and Permissions and Board Access.

Check the source board’s privacy and member access. Relating a private card to a public board does not itself grant everyone access to the private board. A member with Restricted access may see only certain cards. Ask the board owner to review the configured access permissions.

Before sharing sensitive information, review the actual membership and access level with the board owner. See Board Access.

A merge is not a reversible undo operation. You may find the archived source card under Related → Cards → Merged Cards and reopen it, but that does not remove the combined information from the surviving card or restore both records to their original state.

Review How to Merge Duplicate Cards on a Board before merging. If you merged the wrong records, stop making changes and send both card URLs to support. Do not assume contact or location merges can be undone.

Compare the original email with the card. Check whether the sender changed the email format and whether the building or unit name matches Aptly.

For an unmatched location with a red exclamation mark, confirm the correct property before selecting it. Aptly can save that match as an alternative name. See Alternative Naming.

If the parser still produces the wrong result, send two example conversation URLs, the affected card URL, and the expected values to help@getaptly.com. Do not rename or merge PMS records just to force a match.

Boards offer bulk actions on selected cards. Filter first, review the selection, and confirm which field or action will change before proceeding. See Using Bulk Options on a Board.

For contact records, check the actions available in Contacts. If the needed bulk action is not offered, update the record individually or ask support about the intended workflow.

Check the saved Status, trigger conditions, When, and Only fire if office is open. Draft, Test Mode, and Live are different states; saving a rule does not automatically make it Live.

Open the board’s Automations, find the rule, and choose three-dot menu → Logs. Compare the log with the affected card and the expected event time. “Immediately” still uses a queue.

Follow Troubleshooting Automations before retrying or changing stages.

Check the rule’s Logs and the card’s three-dot menu → Automations, then look for the actual conversation in the sending inbox. Search by recipient, subject, and date, and check your inbox/status filters. A recorded run or an absence of Automation Warnings alone does not prove the recipient received the message.

If you cannot find the email, verify the sending inbox is connected and that you have access. Give support the rule title, card URL, recipient, expected send time, and any log error. Do not resend until you have checked for an earlier successful send.

See Troubleshooting Automations and Searching the Inbox.

Confirm that the intended contact was related to the card when the rule qualified, that its contact type matches the rule, and that the required email address or phone number is present. Check the sending inbox or phone line and the selected template.

For an assignee’s default inbox, verify the assignee has access and the correct default inbox configured. For SMS setup or registration errors, review the returned error with your administrator. See Troubleshooting Automations.

Correcting a field does not mean the failed action has automatically retried. Check prior effects before a deliberate retry.

No. First review the trigger, timing, logs, and any overlapping rules. An On Stage Change rule runs once for the card in that stage; leaving and re-entering is not a reliable retry method. Custom-condition rules can qualify again as conditions and timing change.

If a Live rule is causing unwanted actions, coordinate with your team, set it to Draft, and save while investigating. This does not undo completed actions. Follow the controlled retry checklist in Troubleshooting Automations.

Check that the source field contains the expected value and that the correct contact, location, or card is related. Board or field renames can break existing references; reselect the field in the template picker rather than guessing its syntax.

Use a sample card with known data and review the rendered result before sending to customers. A fallback can help with missing text, but URL merge fields must not use fallbacks. See Understanding and Using Merge Fields.

Look in the Template Library. To make a template available on a board, check the template’s board assignment. A template created on a board appears there after it is saved.

If the library or edit control is unavailable, ask an admin to review your communication-template permissions.

Use a merge field to display information already stored on a card. Use a form field to collect information from the person completing the form. Select a form field when you need an editable input, including when the existing value is blank.

Choose the appropriate field in the form editor and test with a sample card. See Create a Form.

An Update Card URL needs the existing card’s context. It does not resolve to that card just by opening it in the template editor. Test the template from a dedicated sample card with a reviewed test recipient.

Use a New Card URL when the form should create a card instead. See Create a Form.

In the form editor, add an asterisk to formElement as shown below. This is separate from the Required option in Card Settings. Check the completed form with a test submission before sharing it.

See Create a Form for the field setup.

Check that the field still exists on the form’s linked board and that the correct field is selected in the editor. If the field was renamed or replaced, remove and reinsert that field in the form, then test again. Do not delete the whole form or its existing card data as a first step.

See Create a Form.

Start with Sync Your Property Management Data and choose your provider: AppFolio, Buildium, Propertyware, Rent Manager, Rentvine, Yardi, or Propra. Supported records, fields, sync direction, and setup differ by provider.

The linked provider guides describe how to use synced contacts and locations with conversations, boards, and workflows.

Identify whether the whole record is missing, one field is wrong, or a relationship is incorrect. Compare the record in the PMS with the Aptly card, then check your provider’s guide to confirm that the field and sync direction are supported.

Review the integration connection, last sync information, and any available sync error. Avoid repeated manual sync requests or deleting/recreating records to force an update.

Send support the PMS name, relevant Aptly card URL, expected value or relationship, when it changed in the PMS, and a redacted screenshot of the source record. See Sync Your Property Management Data for provider-specific documentation.

Save any unsent work, then try a current Chrome window and reload the affected page. If needed, restart the browser or compare behavior in an Incognito window to help isolate a browser-session or extension issue.

Try these checks before clearing browser data, because clearing site cookies can sign you out. If the problem persists, record the browser version, time, affected page, and whether it happens in a fresh session. See Improving Aptly Performance in Your Browser.

Chrome lets you choose whether PDFs open in the browser or download. Go to Settings → Privacy and security → Site settings → Additional content settings → PDF documents and choose the behavior you need. If a PDF already opens in Chrome, use its download control to save a copy.

The screenshots below illustrate the settings area; labels may vary by Chrome version. Follow Google’s current download instructions if your screen differs. If only one Aptly PDF fails, send support its card or document reference and the exact error rather than changing security settings broadly.

Aptly supports Gmail and Microsoft 365 inbox connections. If a third-party IT team manages your account, have them confirm the actual provider and approve the requested access through your organization’s normal process. Do not share passwords or MFA codes with support.

For a GoDaddy-managed account, review How to Switch from GoDaddy to Microsoft with your administrator before making any migration changes. A personal inbox is optional if your work uses only a shared inbox. See Connect a Personal Inbox.

Yes. Aptly connects email with contacts, cards, and team workflows. Calendar setup is covered separately: Connect a Personal Calendar and Connect a Shared Calendar.

Use the Twilio setup guide to connect a new or existing Twilio account and choose personal or shared phone-line access. Review sending-line access, recording settings, and any provider charges before enabling features.

See Enable Calling and Texting with Twilio and Using Twilio Automations. For attachments, an existing phone tree, or another phone provider, ask support which features your setup supports.

Use internal comments and @mentions on conversations and cards for collaboration. Guests have limited access and must be invited to the boards they need; they do not receive full dashboard or inbox access.

See Collaborating in the Inbox and User Roles and Permissions.

Cards hold the details of a process or record on a board, such as an inspection, make-ready, complaint, or employee onboarding. Related contacts and locations keep the work connected to your property data.

Map the steps of your process, then start with What are Cards? or Install a Template Board. Templates can be customized. The community also has a process-mapping video.

For help choosing a setup, email help@getaptly.com with the workflow you want to manage.

The supported file types listed for email include: doc, docx, csv, pdf, png, jpg, jpeg, svg, gif, tiff, wav, mp3, mpg, mp4, xls, xlsx, numbers, zip, txt, ppt, pptx, tar, rar, and ics.

If an attachment fails, capture its file type, size, and the exact error for support.

Aptly has mobile apps for Apple and Android. For customer satisfaction surveys, see Setting Up CSAT Surveys.

Use the dedicated Screening FAQ and Access FAQ for those products. For spellcheck, check your browser’s spelling settings.