Troubleshooting
If something's broken, start here. If you can't find your issue, reply to any SAIDR email — we read every one.
Sign up & verification
Verification email never arrived
It should arrive within a minute of registering. If it didn't:
- Check your spam / junk folder (search for support@saidr.io).
- If you use Gmail, check the Promotions tab and drag the email to the primary tab.
- If your IT team blocks new-sender domains, have them allowlist
saidr.io. - Go back to the register page and click Resend verification.
Still nothing? Reply to your initial welcome email or write to support@saidr.io — we can manually verify.
“This email is already registered”
You probably started signing up before and didn't verify. Go to app.saidr.io/login, use the Forgot password flow if needed, and you should be able to log in. If your email shows as registered but you know you've never used SAIDR, reply to support@saidr.io.
SMTP / sending issues
“Authentication failed” / 535-5.7.8
Almost always means you pasted your regular account password instead of an app-specific password. Each provider has a separate app-password page. See Connect your sending email and pick your provider.
“Connection timed out” / refused
You're on the wrong port or the wrong host:
- All providers in our guides use port 587 with STARTTLS. Not 465. Not 25.
- Double-check the host —
smtp.gmail.comvssmtp.office365.comvssmtp.zoho.com. Wrong host = silent timeout.
SMTP AUTH disabled on Microsoft 365
Your tenant admin disabled it. In the M365 Admin Center → Users → your user → Mail → Manage email apps, tick Authenticated SMTP. If you're not the admin, forward this page to them.
Deliverability / emails going to spam
If SAIDR sends successfully but your prospects never reply, the problem is usually inbox placement, not the copy. Here's the 80/20 checklist:
- SPF record for your sending domain. Add a TXT record:
v=spf1 include:_spf.google.com ~all(adjust for your provider). - DKIM record. Generate in your provider's admin, paste into DNS.
- DMARC record.
v=DMARC1; p=quarantine; rua=mailto:postmaster@yourdomain.com. - Warm the domain. If it's new, ramp sending over 4–6 weeks. Start at 10/day.
- Run a deliverability test. Send to mail-tester.com; aim for 9+/10.
- Keep list hygiene. Run emails through a verifier (NeverBounce, Kickbox) if the list is older than 60 days. Bounces kill your reputation.
Email / LinkedIn generation issues
“AI service is not available”
You haven't finished onboarding, or your BYOK AI key is invalid. Go to Settings → AI Provider, confirm Use SAIDR credits is selected (or paste a working AI provider ( key if you're using your own), and retry.
Generation is slow or times out
A batch of 100 prospects takes ~5 minutes because we run research + generation for each one. If it stalls, refresh the page — the job continues in the background and you'll see the results when it finishes. If you see a timeout banner, reply to support@saidr.io; we log every generation failure and can pinpoint what broke.
LinkedIn search returned zero prospects
Usually one of:
- Company name is ambiguous (“Apple” vs “apple cider”). Use a disambiguating suffix like “Apple Inc”.
- None of your target titles match reality at this company. Click Add custom title and try specific variants.
- The company is small enough that LinkedIn profiles for these roles aren't indexed publicly. Try a larger parent org.
Billing issues
Card declined at checkout
Most declines we see: expired card, bank fraud hold (especially on corporate cards or after travel), or a spending limit. Call your bank's number on the back of the card and ask them to approve the charge; retry once they've cleared it.
I was charged but my plan didn't upgrade
Rare, but it happens if a webhook delivery failed. Open a ticket at support@saidr.io with your Stripe subscription ID (starts with sub_). We can manually reconcile in under 5 minutes.