This article helps you fix the most common problems in the Crelate Chrome AI Talent Assistant, the Crelate extension that opens in Chrome’s side panel. Each section starts with a symptom you may see, explains the likely cause, and walks you through the fix. Some features, such as the Gmail integration, depend on your Crelate plan, and some actions use Crelate AI Credits.
How do I know whether I am using the AI Talent Assistant or the classic extension?
The AI Talent Assistant opens in Chrome’s side panel, while the classic extension opens inside the web page with a gold strip at the top. The steps in this article apply only to the AI Talent Assistant.
In Chrome, open chrome://extensions.
Look at the extension names. The new extension is named Crelate AI Talent Assistant. The classic extension is named Crelate Talent Chrome Extension.
If you only have the classic extension, follow Which Crelate Chrome extension am I using? to move to the AI Talent Assistant. For classic extension problems, see Chrome Extension Troubleshooting.
💡 Pro Tip: If both extensions are installed, you will see two different panels, which can make it look like the extension is behaving incorrectly. Remove the classic extension by right-clicking its icon and selecting Remove from Chrome. Your records in Crelate are not affected.
Why does the extension say “Couldn’t auto-detect the thread sender” on a social media profile?
The extension is showing its email view instead of the profile view, so you need to refresh it to load the person’s details. In this view, the extension shows Email and Waiting for Sender labels, the message “Reading thread sender...,” and an email field with a Check button. This view is meant for Gmail, and while it is showing, you cannot discover or add the person on the profile.
This can happen when you switch from your Gmail inbox to a profile page before the extension has refreshed, or when a messaging window is open on the profile page.
Make sure the profile page you want to add is the active tab in Chrome.
If a messaging window is open on the page, minimize or close it.
Refresh the profile page and wait for it to finish loading.
Close the extension by selecting the X in the upper-right corner of the side panel.
Open the Crelate AI Talent Assistant again from your Chrome toolbar while the profile page is on screen.
When the profile view loads, select Discover to pull in the person’s details, review the fields, and select Add to Crelate.
💡 Pro Tip: The email field and Check button are only meant for Gmail. If you see them on any other site, the extension has not loaded the right view for the page. You do not need to type in an email address to add someone from a profile page.
Why does the extension still show the last person I viewed?
The extension may not reload on its own when you move to a new profile, so it can keep showing the previous person until you refresh it. This is most common after the extension has matched an existing Contact.
Wait for the new profile page to finish loading.
Select Discover at the top of the extension. Discover pulses when the extension notices that the page has changed.
If the previous person is still showing, select the Refresh icon on the right side of the toolbar at the top of the extension to restart the lookup.
If that does not work, select the three-line menu in the upper-left corner of the extension, select Clear Form, and then select Discover again.
💡 Pro Tip: Before you save, compare the name in the extension with the profile on the page. If they do not match, refresh before selecting Add to Crelate or Update, so you do not update the wrong Contact.
Why does the extension say “Crelate isn’t available on this page”?
Chrome does not allow extensions to run on certain pages, so the extension cannot work there. These include Chrome’s own settings pages, other extensions’ pages, local files on your computer, and the new tab page.
Open a regular web page, such as a profile, a Company website, or a job posting.
Open the extension again from your Chrome toolbar.
Why does the extension say “Crelate is paused on this site”?
The AI Talent Assistant is designed to stay off certain sites to protect your privacy and security. When this happens, the extension shows Crelate is paused on this site, a reason such as “This site is excluded from parsing” or “This page looks like a login or auth flow,” and the web address that was paused.
Paused sites include search engines, AI chat tools, large shopping and streaming sites, the Crelate app itself, sign-in and password pages, and banking and health pages. The check matches part of the web address, so occasionally a site you would not expect can also be paused.
Open a profile, Company website, or job posting in another tab.
Open the extension on that tab to continue.
If a site you need for your work is paused, contact Support and include the web address shown in the extension.
Why is the form blank, or why does it say “Not found” or “No Discover match”?
These messages usually mean the extension could not find details for the tab you have selected on the page you are viewing. The most common cause is having the wrong tab selected for the type of page, such as being on a job posting with the Contact tab selected instead of Opportunities. The message at the top of the extension tells you what happened:
Found by Discover means a match was found and the form is filled in.
No Discover match means the profile was not found in Crelate’s dataset of over 1 billion professional profiles. The form shows only a name taken from the page title. Highlight the details you want on the page, then select Find In Selected Text, or type the details in yourself.
Not found means there are no details to pull into the tab you have selected on this page. Check that the selected tab matches the page before trying anything else.
To match the tab to the page:
Look at the type of page you are viewing.
Select the matching tab at the top of the extension:
Contact for a person’s public profile page
Company for a Company page
Opportunities for a job posting
On a job posting, highlight the job details on the page, then select Find In Selected Text to fill in the Opportunity.
If the form is still empty, highlight the details you want and select Find In Selected Text, or fill in the form yourself and select Add to Crelate.
Discover finds people by looking up the web address of a supported profile page. It does not read the text on the page, so the result depends on whether that profile is in the dataset. Discover works only on a person’s public profile page. Paid recruiting and sales prospecting versions of a profile page are not supported, so open the person’s public profile instead. Discover also does not support Facebook.
If the page was still loading, or you moved to a different page, wait for it to finish loading, then select Discover or the Refresh icon to run the lookup again.
💡 Pro Tip: If you see “Not found,” check the selected tab first. A job posting with Contact selected, or a person’s profile with Opportunities selected, will not fill in until you switch to the tab that matches the page.
💡 Pro Tip: Find In Selected Text stays unavailable until you highlight text on the page. If you see “No text is selected,” highlight the passage you want and try again.
Why are the details from Discover wrong or out of date?
Discover shows the information stored in Crelate’s dataset, which can differ from what appears on the live profile today. The dataset goes through a refresh, called a hydration, once a month, but not every profile is updated in every refresh. Phone numbers and email addresses change most often, so they are the details most likely to be outdated when a person has recently changed roles or employers.
You can correct the details before you save:
Edit any field directly in the extension.
Highlight text on the page and select Find In Selected Text to bring in details from the page.
Select Enrich to look for additional phone numbers and email addresses. Enrich uses the continuously refreshed Contact Data Enrichment data and costs 20 AI Credits per Contact.
For more about how Crelate’s data is refreshed and what quality to expect, see Understanding AI Data Quality in Crelate.
How do I get updated details for a Contact who is already in Crelate?
You can select Discover on a Contact who already exists in your Crelate database to bring in the latest available profile details, and it does not use any AI Credits. The extension highlights each field that Discover changed, so you can review the updates before anything is saved to the Contact Record.
Open the person’s profile page and open the extension. The extension shows the matching Contact, with Open in Crelate and the Contact’s status at the top of the Contact tab.
Select Discover.
Review the highlighted fields. Each field Discover changed is shaded and marked with a bar on its left side.
To keep the original value for a field, select the undo arrow icon next to that field.
Select Update to save the changes to the Contact Record.
If you do not see any highlighted fields after selecting Discover, the Contact Record already matches the details in the dataset.
💡 Pro Tip: Nothing is saved to Crelate until you select Update, and updating an existing Contact with Discover details does not use AI Credits. Take a moment to compare the highlighted fields with what you already know about the Contact, especially phone numbers and email addresses, which change most often.
Does selecting Discover use AI Credits?
No, selecting Discover on its own does not use AI Credits, whether the person is new to Crelate or already a Contact. Credits are only used when you save a new record to Crelate or when you enrich a Contact.
New Contacts: When you select Add to Crelate, the extension shows a banner with the credit cost before the Contact is created. Adding a Contact costs 5 AI Credits.
New Contacts with Enrich: If you select Enrich before selecting Add to Crelate, the total cost is 25 AI Credits: 20 for the enrichment and 5 for adding the Contact.
Existing Contacts: Selecting Discover and then Update does not use AI Credits, and no credit banner appears.
Enrich on existing Contacts: Selecting Enrich uses Contact Data Enrichment, which costs 20 AI Credits per Contact. No credits are used if Enrich shows “No enrichment match found.”
For a full list of credit costs, see Understanding AI Credits.
💡 Pro Tip: You can select Discover as often as you like to check a profile before deciding whether to add the person. Before you select Enrich on a new Contact, look for the phone and email indicator icons, so you only spend the extra 20 credits when there are details to gain.
Why does Enrich say “No enrichment match found”?
“No enrichment match found” means the enrichment service could not find additional phone numbers or email addresses for this person, and no AI Credits are used when this happens. The message appears below the Found by Discover label, so you may see both at once. That simply means Discover found the profile, but enrichment did not find extra contact details for it.
This usually happens when the Contact does not have enough identifying details for the enrichment service to confidently find the right person.
Add details to the Contact so that at least 3 of these fields are filled in: Primary Email Address, Primary Phone Number, Website (the person’s public profile web address), First Name, Last Name, Company (Current Position), Location, Postal Code, or Education (School).
Save the details by selecting Add to Crelate for a new Contact or Update for an existing Contact.
Select Edit, then select Enrich again.
If enrichment still finds no match, the dataset may not hold contact details for this person yet. You can add any details you already know directly to the Contact Record.
💡 Pro Tip: Look for the phone and email indicator icons in the extension before you enrich. They show when phone or email data is available to add, so you know a Contact has details to gain before you spend AI Credits.
Why can I not save a record with Add to Crelate?
When Add to Crelate does not save, the extension shows a message that explains why. Find your message below:
Possible Duplicate Contact Found. A matching Contact Record already exists in your database. Select Update This Contact to update the existing Contact instead. Your organization’s duplicate settings decide whether you can also save a new Contact. A match on email address or profile web address cannot be overridden.
You do not have permission to create Contact records. Your Crelate role does not allow you to create Contacts. Ask your Crelate administrator to update your role.
Your user account is disabled, or your organization is currently disabled. Contact your Crelate administrator or Support.
You are out of Crelate AI Credits. Nothing was saved. Credits become available again when your monthly allotment resets, or when your organization moves to a subscription with more credits. See Understanding AI Credits.
💡 Pro Tip: Adding records from the extension uses AI Credits from your organization’s shared balance: 5 credits per Contact, 10 credits per Company, and 5 credits per Job. If saving stops working for your whole team at the same time, check the Your Credit Usage meter on the Manage Licenses / Subscription page first.
Why does the extension not find the sender of an email in Gmail?
In Gmail, the extension matches the sender’s email address to the email addresses on your Contact Records. If no Contact has that exact email address, the extension does not show a match. The Gmail integration requires a Business Plus license.
Open the email in Gmail and open the extension.
If no Contact appears, type the sender’s email address into the extension and select Check.
If the sender is not in Crelate, enter their first and last name and select Add to Crelate to create the Contact.
💡 Pro Tip: If a Contact exists in Crelate under a different email address, add the sender’s email address to that Contact Record. The extension will then find them automatically in Gmail.
Why can I not sign in to the extension?
The extension uses the same email address and password you use to sign in to Crelate.
If you see “Login failed,” check your email address and password and try again.
If your administrator requires two-factor authentication, choose how to receive your code (text message, authenticator app, or email) and enter it. Select Resend code if the code does not arrive.
If you see “Your administrator requires two-factor authentication. Complete setup in the Crelate web app, then try again,” sign in to Crelate in your browser, finish setting up two-factor authentication, and then sign in to the extension again.
If you see “Your session has expired,” sign in again.
What should I do if the extension says to update it?
This message means your version of the extension is out of date. If you see “This version of the Crelate AI Talent Assistant is no longer supported” or “A newer version is available,” follow these steps:
Close and restart Chrome so it can install the latest version.
If the message still appears, remove the extension and install it again by following Installing the Crelate Chrome AI Talent Assistant.
How do I reset the extension if nothing else works?
Resetting the extension clears its saved settings and signs you out, which fixes most problems that a refresh does not. Nothing in your Crelate database is deleted.
Select the three-line menu in the upper-left corner of the extension.
Select Reset Extension.
Sign in again with your Crelate email address and password.
Open Settings from the menu and turn your options back on, such as Auto Generate PDF.
💡 Pro Tip: Try the lighter fixes first. For an extension that shows the wrong page or the wrong person, refreshing the page and closing and reopening the extension is usually enough.
What to share if it still does not work
If none of the steps above fix the problem, contact Support and include the following so we can help you quickly:
A screenshot of the full browser window, with the extension open
The web address of the page you were on
The exact message shown in the extension, if any
The extension version number, shown at the bottom of the three-line menu
The steps you have already tried, such as refreshing the page, reopening the extension, or resetting the extension
Key takeaway
Most problems in the Crelate Chrome AI Talent Assistant happen when the extension has not caught up with the page you are viewing, such as showing the Gmail email field on a profile page or showing the last person you viewed. Refresh the page and close and reopen the extension, or select the Refresh icon, before trying anything else. Discover works only on public profile pages and does not use AI Credits on its own; credits are used when you select Add to Crelate for a new record or when you select Enrich. When you use Discover on an existing Contact, changed fields are highlighted for your review; nothing is saved until you select Update, and no credits are used. If Enrich shows “No enrichment match found,” no credits are used.