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Connection Issues

Your OAuth token has expired or been revoked. To fix this:
  1. Go to Settings > Connected Accounts
  2. Select Reconnect next to the affected account
  3. Re-authorize Outband through your email provider’s consent screen
If this happens frequently, check that you have not revoked Outband’s access from your Google or Microsoft account security settings.
This can happen due to browser extensions or privacy settings blocking the OAuth redirect.Try these steps:
  • Disable ad blockers or privacy extensions temporarily
  • Clear your browser cookies for the email provider’s domain
  • Try in a private/incognito browser window
  • Make sure third-party cookies are enabled for the authorization flow
Ensure that:
  • You authorized Outband for the correct Slack workspace
  • The Outband app has been added to the channels you want to monitor
  • Your Slack workspace admin has not restricted third-party app access
Go to Settings > Connected Accounts and check the Slack connection status for details.

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Daily Briefing Issues

This can happen if:
  • Your email account is not connected or needs re-authorization (check Settings > Connected Accounts)
  • You have exclusion rules that are filtering out all messages (check Settings > Exclusion Controls)
  • You recently connected and processing is still in progress (wait 1-2 minutes)
  • No new messages have arrived since your last briefing review
This is most common in the first few days of use. To improve categorization:
  1. Select the incorrectly categorized item
  2. Override the category to the correct one
  3. Outband learns from every correction
After 1-2 weeks of corrections, categorization accuracy improves significantly.
Real-time updates require a stable internet connection and an active browser tab. If updates seem delayed:
  • Check your internet connection
  • Refresh the page
  • Check that your browser allows WebSocket connections (some corporate firewalls block these)

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Draft Issues

Draft quality depends on the Contact Model. If drafts are consistently off for a specific person:
  1. Go to Contacts and open their Contact Model
  2. Review the AI’s understanding — is the communication style assessment accurate?
  3. Make corrections where needed
  4. Future drafts for this contact will improve
Also check your Personal DNA (Settings > Personal DNA) to ensure your own communication style is captured accurately.
Drafts require:
  • Professional plan or higher (Starter plan does not include draft generation)
  • Drafter mode or above set as your trust level
  • An active email connection
Check your plan under Settings > Billing and your trust level under Settings > Trust Configuration.

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Account Issues

If using email/password:
  • Make sure you are using the correct email address
  • Try the “Forgot Password” link on the sign-in page
  • If your account is locked (after 5+ failed attempts), wait 15 minutes and try again
If using Google/Microsoft sign-in:
  • Make sure you are signing in with the same Google/Microsoft account you used to create your Outband account
  • Try in an incognito window to rule out browser cache issues
If you see a 404 error:
  • Check that the URL is correct
  • If you were following a link, it may be outdated — navigate to the page through the sidebar instead
  • If the issue persists, clear your browser cache and try again
Try these steps in order:
  1. Refresh the page
  2. Clear your browser cache and cookies for outband.ai
  3. Try a different browser
  4. Check status.outband.ai for service status
If the problem persists, contact support at support@outband.ai.

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Performance Issues

Outband loads within a few seconds under normal conditions. If performance is degraded:
  • Check your internet connection speed
  • Close unnecessary browser tabs (Outband uses real-time connections that consume some bandwidth)
  • If you have a very large email volume (500+ daily messages), initial processing may take longer
Landing page time-to-first-byte is typically under 400ms. If you experience consistently slow performance, contact support.
Building Contact Models for your top 50 contacts typically takes about 1 hour. If it has been significantly longer:
  • Check that your email connection is active (Settings > Connected Accounts)
  • If you have a very large email archive (10+ years), processing may take longer
  • The process runs in the background — you can use Outband normally while it works

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Still Need Help?

If you cannot find the answer here, contact us:
  • Email: support@outband.ai
  • In-app: Select the help icon in the bottom-right corner of any page