Troubleshooting
Search for what you see, or paste the exact error message. Every article names the steps in the dashboard and the matching tool for Claude. Auf Deutsch
- „In Deinem Plan nicht enthalten“ or data lockedA feature says „In Deinem Plan nicht enthalten“, a limit is reached, older days are locked or the account is read-only. Check the plan, pay the invoice, upgrade.
- „Jetzt prüfen“ is missing in X3 Konto or connection_status with check answers forbiddenOnly who may manage a connection runs the live check at the provider, because it writes the answer into the product. Every member still reads the connection.
- „Nutzung beenden“ answers last_use_disconnectsA shared CRM or Search Console connection is used by only one project any more. Stopping that use would disconnect the account, so it is done with Trennen.
- „Nutzung beenden“ is missing in X3 Konto or answers „forbidden“Stopping a use needs the right on that use's own project (or the Sales admin role). Since 1.11.2026 X3 Konto shows the button exactly where it works.
- A connection lacks a permission for a new useX3 says a permission is missing (connection_scopes_missing, „es fehlt: leads_retrieval“). Ask the provider again for the missing permission on the same connection, without connecting anew.
- A connection shows „Neu verbinden“ or „abgelaufen“An ad account or a destination shows „Verbindung abgelaufen · neu verbinden“, costs or reports stall. Reconnect; settings and data stay.
- A Facebook page with an own access token reports missing permissionsFor a page connected with a pasted access token, X3 cannot read the permissions. They count as granted once a lead was read through the page. How to go on without connecting again.
- A lead says „Noch kein CRM verbunden“ although it is a contact in the Sales Engine„Im CRM“ on a lead now shows your own Sales Engine: contact, status, setter, open tasks. When the lead is no contact yet it says why, and „Jetzt übernehmen“ takes it over.
- A link to X3 Konto › Verbindungen opens no connectionA link (accountUrl from MCP, a product or a message) pointed to a connection that was disconnected meanwhile. Since 1.11.2026 X3 Konto opens it with the disconnected connections.
- A purchase does not trigger a push on the phoneA purchase is in X3 but the X3 App does not report it. Switch on the push rule „Neue Käufe“, check the project mode, test the device.
- A purchase or lead was not reported to Meta or GoogleA purchase or lead is missing in the Events Manager or in Google Ads, X3 shows „nicht eingerichtet“. Set up the destination, test it, go live, catch up what was missed.
- A push only arrives in the morningA lead came in at night but its notification at 7 am. Quiet hours hold pushes back; switch them off or use „Leads trotzdem melden“.
- A second project asks to connect the CRM or Search Console againThe CRM or Search Console is already connected in another project of the organization. Use the existing connection instead of signing in again; each project keeps its own settings.
- An SVG logo shows only as initials in the X3 AppThe organisation's or project's logo is an SVG file. The web shows it, but the X3 App showed the initials in the project switcher, the portfolio and the lists.
- Claude cannot sign out a device: „This connection may only read“account_sessions_revoke answers that the connection may only read. Why a read-only Claude connection can only end itself, and how to sign out the device anyway.
- Claude may not do something during the X3 setupClaude gets „Locked during the X3 setup session“. During the setup the person does keys, ad accounts, reporting and deleting in X3.
- Claude sees no Sales toolsSince the product split the Sales Engine's tools have their own connector „X3 Sales Engine“. Add it in Claude; X3 Growth Intelligence forwards the old tool names only for a while.
- Connecting an ad account asks for my password or answers 403Connecting Meta, Google, LinkedIn or TikTok shows „Bitte bestätige mit Deinem Passwort“ or a 403. How to confirm, also without a password by e-mail link.
- Connecting an ad account hangs at „Konten werden geladen …“ or names the wrong platformThe connect wizard from an older link says „Das passt gerade nicht zum gespeicherten Stand“, loads forever or shows Meta Ads for LinkedIn. Since 3.11.2026 it continues.
- Costs of other projects appear in my projectSeveral projects share one ad account and each shows every cost. Select the campaigns per project, take the account over into further projects.
- Google Ads connected, but closings don't arriveThe „Momente“ step shows only id fields, Google answers „cannot be found“ or „just created“, or Sync says closings aren't reported yet. How X3 creates the actions and reports afterwards.
- Instant Form leads arrive up to 15 minutes lateA lead from a Facebook or Instagram form shows up in X3 only after minutes. Check the real-time webhook, renew the subscription, set up your own Meta app, sync right away.
- Instant Form leads do not reach the Sales Engine although the page is connectedA Facebook page is connected in Growth Intelligence, but its leads do not become Sales contacts. Use the existing connection instead of connecting again.
- Instant Form leads without e-mail or phone, the Sales Engine does not take them overInstant Form leads arrive without e-mail, phone and name (only in the message), the Sales Engine skips them. A sync fills the empty fields.
- Leads from ads 0, but cost per lead is shownLeads from ad platform lead forms (e.g. Meta Instant Forms) have no website visit. X3 credits them directly to the ad the form names.
- Letters instead of app logos on connectionsCRM, ad, calendar and mailbox connections show the real logo of each app. A single letter or a blank tile means an old page is still open.
- Live in the X3 App flickers or the page is greyIn the X3 App, Live shows the visitor's page mostly grey; single areas appear and vanish again. Since the app update of 3 Nov 2026 the page image stays.
- Logo is not acceptedUploading the logo of an organization or project fails with „Die Datei ist kein PNG“, „größer als 256 KB“ or „kein SVG-Bild“, or the logo stays the initials. Use a matching file type and size.
- Low Event Match Quality for signalsMeta shows a low Event Match Quality for a signal, backfilled signals arrive as system_generated with only the external id.
- MCP tools missing although I am an adminOwner or admin, yet Claude lacks tools. Connections hold every right of your role by default; reset a restricted one in X3 Konto › Sicherheit.
- Meta is connected, but no Instant Form leads arrive in X3Meta is connected for ad costs and a campaign with an Instant Form already collected leads, but X3 shows none. Take the leads over through the same Meta login and choose what to import.
- On the phone the product switcher shows only its last lineAt phone width „Produkt wechseln“ showed only its last line at the top of the screen, without the product tiles. Since 1 Nov 2026 the sheet opens at the bottom.
- Own signals for better ad optimisationThe campaign optimises on an event that is too rare and the ad set's goal can no longer be changed. An own signal sends a broader group under the same name, e.g. “interested or hot”.
- Page image shows empty areas (heatmap, live, page review)Sections that fade in on scroll are missing from the page image; there are empty or dark areas. Since 3 Nov 2026 X3 reveals them; capture older page images again.
- Paid visits have no campaignSources & campaigns shows paid visits without a campaign. X3 names the cause per group; much resolves itself, otherwise the URL suffix fixes it with one click.
- Picture shows no preview or „Speichern“ does nothingAfter choosing a picture (profile, logo, favicon) there is no preview, or „Speichern“ seems to do nothing. Since 3 Nov 2026 every picture opens the cropper.
- Profile picture is rejectedUploading the profile picture fails with „larger than 5 MB“, „not a PNG, JPEG, WebP or HEIC picture“, „smaller than 64 × 64 pixels“ or „cannot be read“. Pick a matching file.
- Project cannot be moved to another organization„In andere Organisation verschieben“ is missing, the organization is not offered or the move is blocked. What it means and how to go on.
- Screenshots in the X3 App are blackScreenshots or screen recordings of leads, visits or replays are black. Switch off „Bildschirmfotos sperren“, update the app.
- Several sign-ins in the list have the same nameX3 Konto › Sicherheit listed several entries „Chrome auf macOS“ that could not be told apart. Since the update of 1 Nov 2026 entries with the same name carry their sign-in time.
- Sign out a device, the X3 App or a Claude connectionAn unknown or lost device is still signed in, or a single browser, the X3 App, the Sales Engine or Claude should lose access without signing out everywhere.
- Signals only for visitors with consent, many never decideMost visitors never click the cookie banner, signals to Meta stay too rare. A signal can also send visitors without a decision, never ones who declined.
- Signals to ad platforms don't arriveQuiz, video or hot visitors should reach Meta and Google, but Ads Manager or Google Ads show nothing. How to check mode, consent, platform and actions.
- Signed in to X3 Konto, Growth Intelligence asks for the password againAfter signing in directly on X3 Konto (bookmark, sign-in page without a destination), opening Growth Intelligence showed its sign-in once more.
- Signed up through the Sales Engine, Growth Intelligence asks for the passwordSomeone signed in only to X3 Konto (for example after signing up through the Sales Engine) who opened Growth Intelligence directly landed on its sign-in.
- Switching products asks to sign in again or opens the wrong productGrowth Intelligence asked for the password after X3 Konto, or a help link of the Sales Engine opened Growth Intelligence. How X3 hands the sign-in over.
- The Facebook page cannot be connected for Instant Forms„Es fehlen Berechtigungen“, „Kein Lead-Zugriff“ or „Schon in einem anderen X3-Projekt verbunden“. How to connect the page so Instant Form leads arrive.
- The logo does not show in the X3 AppThe organisation or project logo shows on the web, but the X3 App still shows the initials in the project switcher or on the portfolio.
- The reasons of the Sales Engine and Growth Intelligence differ or are missingA reason of Growth Intelligence seems to be missing in the Sales Engine, or the other way round. Both read one list per organization: manage it once, set the status with a reason.
- The Sales Engine is missing under „Verbundene CRMs“Growth Intelligence lists your own X3 Sales Engine as the first CRM of every project. When it shows „Nicht eingeschaltet“ or „Projekt nicht verknüpft“, switch it on or link the project.
- The Sales Engine should take Instant Form leads, but no form of the page is switched onA Facebook page is connected in X3, but no form is switched on in Growth Intelligence. Then no lead arrives, in the Sales Engine neither. How to switch the forms on.
- The Sales Engine took no Instant Form leads after a Facebook page was connected againA Facebook page was disconnected and connected again in Growth Intelligence. Since 1.11.2026 X3 carries its uses (e.g. the Sales Engine) over to the new connection.
- The sign-in time in the list of devices is cut offIn X3 Konto › Sicherheit the time that tells same-named sign-ins apart was cut off with the name („Chrome auf macOS · s…“). Since 1 Nov 2026 it has a line of its own.
- The switcher shows other product icons than the browser tab, or the tile says only „Konto“Growth Intelligence and the Sales Engine show their product logo everywhere, and the platform tile is called „X3 Konto“. Fixed on 1 Nov 2026.
- The website sends no data („unknown key“)No visits arrive in X3, the browser says „unknown key“ or nothing. Check the install code, the publishable key, consent and the origin.
- The X3 App gets no notifications at allNeither new leads nor summaries arrive as a push. Phone permission, the device in X3, a test notification, one device with two sign-ins.
- The X3 App says „Das geht nur im Web“The X3 App shows „Das geht nur im Web.“ or „Diese Seite gibt es nur im Web.“ How to open the step in the dashboard.
- Upload a profile picture and where it appearsOnly initials appear next to your name, or you want to know who sees your profile picture. Upload, crop or remove it under X3 Konto › Profil.
- Website data is rejected („origin“)Visits or live signals of a domain, subdomain, preview or staging site do not arrive, X3 says „Herkunft nicht erlaubt“ or „origin“. Add the allowed domains.
- Where is „Überall abmelden“, and which device list is the right one?X3 Konto › Sicherheit showed „Angemeldete Geräte“ twice, the X3 App had two nearly identical rows. Now each place has one list with a clear name.
- X3 Konto offers no „Neu verbinden“ for an expired connectionA CRM connection (or an own mail server) expired, but X3 Konto › Verbindungen offers no „Neu verbinden“. It is reconnected in the product's settings; the link leads straight there.
- X3 Konto shows „+2 weitere Nutzungen“ instead of every useIn X3 Konto › Verbindungen the column „Genutzt in“ lists at most two lines per connection. Every use of a connection is in its card and in connection_uses_list.
- X3 says „Keine Berechtigung“ or a tool is forbiddenA page, a button or a Claude tool says „Keine Berechtigung“, „Nicht freigegeben“ or `insufficient_scope`. Check role, key and Claude connection.