Troubleshooting

Start here when something that used to work stops working. Most issues fall into one of the groups below, and the majority are fixed by reconnecting an expired account.

Connections

A connection that has quietly expired is the single most common cause of a workflow that stalls, sends from the wrong address, or stops producing documents. Portant rarely shows an obvious error when this happens, so it is worth ruling out first.

• Reconnect your Google account: authorisation errors, permission errors, and problems after a password or domain change.
• Reconnect HubSpot: workflows that hang, missing workflow lists, and emails sent from the wrong person.
• Reconnect Microsoft: OneDrive and SharePoint errors, and workflows that land in Drafts.

Documents and workflows

• My workflow isn't showing in HubSpot: why a workflow is missing from the Portant card or action list.
• Documents are blank, or nothing is generated: empty tables, empty pages, and automations that finish with no output.
• Documents stuck on Pending or Signature Requested: items that never move to complete.

Error messages

• 400 error: the document preview shows a 400 error.
• API developer key is invalid: caused by being signed in to several Google accounts.
• Microsoft permissions issue: your Microsoft 365 admin needs to grant consent.

Before you contact us

If none of the above fixes it, two things make a support request much faster to resolve:

1. A support code for the affected item, copied from the Outputs page.
2. A screenshot of the error.

Then open a support ticket.

If several things have stopped working at once, and for everyone on your team, check status.portant.co before troubleshooting your own setup.