Check which extension you have first
This article helps you fix problems in the Crelate Chrome AI Talent Assistant, which opens in Chrome's side panel. If your panel opens inside the web page with a gold strip at the top, you are using the classic extension. See the article "Which Crelate Chrome extension am I using?" For classic problems such as a spinning panel, see Chrome Extension Troubleshooting.
The panel says "Crelate isn't available on this page"
Chrome doesn't let extensions work on its own pages, other extensions' pages, local files or the new tab page. Open a regular web page, such as a LinkedIn profile, and open the panel again.
The panel says "Crelate is paused on this site"
The AI Talent Assistant deliberately stays off some sites, such as search engines, large shopping and streaming sites, the Crelate app itself, sign-in and password pages, and banking and health pages. You'll see "This site is excluded from parsing" or "This page looks like a login or auth flow." The check matches part of the web address, so some sites you wouldn't expect can also be paused. Open a profile, company website or job posting in another tab to continue. If a site you need is paused, contact Support.
The form is blank, or says "Not found" or "No Discover match"
Discover finds people on LinkedIn profile pages by looking up the page address in Crelate's data. It doesn't read the text of the page. Facebook isn't a supported source for Discover.
"Found by Discover" means a match was found and the form is filled in.
"No Discover match" means there was no match. 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.
"Not found" on any other site means there is no automatic lookup. Highlight text and select Find In Selected Text, or fill in the form yourself and select Add to Crelate.
Find In Selected Text stays unavailable until you highlight text. If you see "No text is selected," highlight the passage and try again.
If the page was still loading, or you moved to a different profile, wait for it to finish, then select Discover (it pulses when the page has changed) or the Refresh icon, which re-runs the lookup.
The fields are wrong or out of date
Discover shows what is in Crelate's data, which can differ from what is on the live profile today. You can fix this before you save:
Edit any field in the panel.
Highlight text on the page and select Find In Selected Text to add details from the page.
Select Enrich to look for more phone numbers and email addresses. Enrich can use AI credits.
The panel shows the wrong tab or the wrong person
If the panel says "This looks like a personal social profile" or "This looks like a company profile," select the switch button to move to the right tab. If you moved to a new page and the panel still shows the last person, select Discover or Refresh.
I can't save with Add to Crelate
Common messages when you select Add to Crelate:
Possible Duplicate Contact Found. A matching record exists. Select Update This Contact to update it. Your duplicate settings decide whether you can also save a new one. A match on email address or LinkedIn address can't be overridden.
You do not have permission to create Contact records. Ask your Crelate administrator to change your role.
Your user account is disabled or Your organization is currently disabled. Contact your administrator or Support.
You are out of Crelate AI Credits. Nothing was saved. See Understanding AI Credits.
Sign-in and two-factor problems
Sign in with the same email and password you use for Crelate. If you see "Login failed," check them and try again. If your administrator requires two-factor authentication, choose how to get your code (text message, authenticator app or email) and enter it. Select Resend code if it doesn't arrive. If you see "Your administrator requires two-factor authentication. Complete setup in the Crelate web app, then try again," set it up in Crelate first. If you see "Your session has expired," sign in again.
"Please update your extension"
If you see "This version of the Crelate AI Talent Assistant is no longer supported" or "A newer version is available," restart Chrome so it can install the latest version. If the message stays, remove the extension and install it again. See Installing the Crelate Chrome AI Talent Assistant.
If nothing else works
Select the three-line menu, then Reset Extension. This clears the extension's saved settings and signs you out. Nothing in Crelate is deleted. Sign in again and set your options in Settings. If the problem continues, contact Support with a screenshot, the page address and the version number at the bottom of the menu.