# Frequently asked questions URL: https://useembers.com/help/troubleshooting/faq/ Category: Troubleshooting Updated: 2026-10-27 Last verified: 2026-10-27 > Short answers to the questions support gets most, each linking to the article that covers it in full, plus the keyboard shortcuts in this help center. The questions support answers most often. Each answer is short and links to the article that owns the topic. For a word you do not recognise, such as engager, signal, or Own role, see [key terms in Embers](/help/getting-started/key-terms/). ## LinkedIn and account safety **Can my LinkedIn account get restricted for using Embers?** Embers never signs in as you and never acts on LinkedIn, so it leaves no automation footprint on your account. It reads public activity and ranks people. See [what Embers is, and what it is not](/help/getting-started/what-is-embers/). **What does Embers read?** Public posts, comments, and reactions, and the public profiles of the people who engage. Nothing behind a login, and no private messages. See [what Embers reads](/help/getting-started/connect-your-linkedin-profile/#what-embers-reads). **Why was a LinkedIn URL rejected?** Embers accepts public `linkedin.com/in/`, `/company/`, and `/school/` addresses. The messages and fixes are in [add the profiles, pages, and keywords to watch](/help/getting-started/connect-your-linkedin-profile/#troubleshooting). ## Trial, plans, and billing **How does the trial work?** It covers your first 2,000 engagers, or 7 days from when your agents go live, whichever comes first, with no card to start. When it ends, nothing is charged: your agents pause until you choose a plan. See [how the free trial works](/help/account-and-billing/free-trial/). **How many profiles and keywords can I watch?** It depends on the plan, and your own profile counts as one watched profile. See [compare plans and limits](/help/account-and-billing/plans-and-limits/). **Checkout failed. Was I charged?** No. See [fix a checkout that failed or did not finish](/help/troubleshooting/checkout-failed/). A renewal that fails later is covered in [fix a failed payment or an on-hold plan](/help/account-and-billing/payment-failed-and-on-hold/). **Can I get a refund?** Within 14 days of the first paid charge on Solo, Growth, or Enterprise. See [refunds](/help/account-and-billing/free-trial/#refunds), and [cancel, pause, or resume your plan](/help/account-and-billing/cancel-pause-or-resume/) to stop billing. ## Leads and scoring **My queue is empty.** Work through [fix an empty lead queue](/help/troubleshooting/no-leads-yet/). **Leads stopped arriving.** Check the agents' status. See [find out why your agents stopped scanning](/help/troubleshooting/agents-not-scanning/). **Why is a lead I like scored low?** The score measures engagement, not fit, and it decays as someone goes quiet. The ICP verdict is a separate field. See [how lead scoring works](/help/leads/how-scoring-works/). **Can I override the ICP verdict?** Yes, and your corrections feed future matching. See [read and correct an ICP match](/help/leads/icp-matching-and-feedback/). **A company disappeared from my queue.** It is probably on the blocklist, which removes it everywhere. See [block a company](/help/leads/company-blocklist/). **Where do email and phone numbers come from?** From a contact reveal, on paid plans. Embers never guesses an address. See [reveal a lead's email and phone](/help/outreach/lead-enrichment-and-contact-info/). ## Integrations and exports **How do I get leads into a spreadsheet?** Export them to CSV, on Solo and above. In the leads list, `Cmd` `E` or `Ctrl` `E` exports. See [export leads to CSV](/help/integrations/csv-export/). **Can I use Zapier, Make, or Clay?** Yes, through the signed webhook rather than a native app. See [send Embers leads to Zapier](/help/integrations/zapier/) and [choose where Embers sends your leads](/help/integrations/overview/). **A destination says Paused.** Each one has its own fix: [Slack](/help/troubleshooting/slack-delivery-paused/), [HubSpot](/help/troubleshooting/hubspot-delivery-paused/), [Salesforce](/help/troubleshooting/salesforce-delivery-paused/), [Pipedrive](/help/troubleshooting/pipedrive-delivery-paused/), [Attio](/help/troubleshooting/attio-delivery-paused/), [Notion](/help/troubleshooting/notion-delivery-paused/), [Google Sheets](/help/troubleshooting/google-sheets-delivery-paused/), [HeyReach](/help/troubleshooting/heyreach-delivery-paused/), [Instantly](/help/troubleshooting/instantly-delivery-paused/), [Smartlead](/help/troubleshooting/smartlead-delivery-paused/), [Emelia](/help/troubleshooting/emelia-delivery-paused/), and [signed webhooks](/help/troubleshooting/webhook-endpoint-paused/). **Leads were held back, not sent.** A delivery rule stopped them. The **Activity** card on the destination's page lists them as **Held back**, with the rule. See [control which leads reach each destination](/help/integrations/delivery-rules/). **Can I work leads from an AI assistant?** Yes. Any signed-in member can connect one, and the plan check runs on the first tool call. See [connect an AI assistant with MCP](/help/integrations/mcp/). ## Access and email **I cannot sign in, or a reset link does not work.** See [fix sign-in, password reset, and verification link problems](/help/troubleshooting/sign-in-problems/). **An invitation link does not work.** See [join someone else's Embers workspace](/help/getting-started/join-a-workspace/). Administrators resend or reissue invitations from [invite your team and set roles](/help/reports-and-workspaces/team-and-roles/). **Embers emails stopped arriving.** See [get Embers emails arriving again](/help/troubleshooting/not-receiving-emails/). ## Using this help center Four shortcuts work on every article: | Shortcut | What it does | | --- | --- | | `Cmd` `K` or `Ctrl` `K` | Open search | | `/` | Open search without a modifier | | `[` and `]` | Previous and next article in this category | | `t` | Switch between light and dark | Search and navigation ignore keys you type into a field. Every article is also published as plain Markdown at the same address with `.md` on the end, which is what the copy control on each page uses. Still stuck? In the app, the **?** button in the bottom-right corner (just above the tab bar on a phone) opens the help menu, where **Share feedback** sends your message with the current page and browser details attached. You can also email viraj@useembers.com with the workspace name and the time something happened. When the app's error page, or a message about a problem on our side, ends with a reference such as "Reference K7Q29XMA.", include it: it takes the team straight to what went wrong. ## Related - [Fix an empty lead queue](/help/troubleshooting/no-leads-yet/): The reasons a queue stays empty, in order. - [Compare plans and limits](/help/account-and-billing/plans-and-limits/): Exactly what each plan includes. - [What Embers is, and what it is not](/help/getting-started/what-is-embers/): The boundaries, in one page. ## Frequently asked questions **Does Embers need my LinkedIn password?** No. You add profiles by pasting their public LinkedIn URLs. There is no password, no session cookie, and no browser extension, and Embers never signs in to LinkedIn as you. **Does Embers send messages or connection requests for me?** No. Embers writes a draft opener you send yourself, or pushes the lead to HeyReach, Instantly, Smartlead, or Emelia, which does the sending. Embers never posts, likes, follows, messages, or emails anyone on your behalf. **How often does Embers scan?** Every agent runs every 24 hours. A person who engaged this morning normally appears in your queue after the next run, not instantly. **Is there a free trial?** Yes. Your first 2,000 engagers are free, or 7 days from when your agents go live, whichever comes first, with no card to start. Nothing is charged when it ends. Contact details unlock with the first paid month.