Troubleshooting integrations, scans and MCP
Fixes for tracker syncing, scans that will not run, locked features and AI connection errors.
Updated October 2026
Integrations
Issues are not appearing in my tool
Only owners and admins can manage integrations. Check that the integration is enabled, that only one issue tracker is active (you must disable the first before enabling another; Slack and webhooks are exempt), and that the connected account can still create items in the chosen destination.
Status changes in my tool do not come back to PinMarks
Two-way sync needs the Pro plan or above, and the integration page should say its webhooks are set up. Jira, Slack, Basecamp and Notion are push-only. For Shortcut, paste the webhook URL into Shortcut's settings.
The connect popup does not open
Allow popups for app.pinmarks.io and try again.
Which status does ClickUp use for Resolved?
In the ClickUp integration page, map each PinMarks status (Open, In Progress, Resolved, Closed) to one or more ClickUp list statuses.
Website Monitoring
"Only admins and owners can run a scan"
Scans, settings and issue changes are limited to owners and admins.
"Website Monitoring is available on the Agency plan"
Monitoring, uptime, the compliance vault and Page Speed are Agency features.
The scanner cannot reach my site
Open Monitor Settings and use Re-test domain access. A 401 means the site asks for a login (add Basic Auth or cookies under Site access), a 403 means it blocked our scanner (allow its user agent), a 404 means the page was not found, and a timeout means the site took more than 12 seconds to answer.
Only 30 pages were scanned
Each scan covers up to 30 pages. Use Scan all pages on the Overview to run every batch, or let scheduled scans move through the site.
I did not get an email when a scan finished
Scan results are shown in the app. A bell notification is sent to whoever ran Scan all pages. Uptime alerts are the only monitoring emails.
MCP and AI tools
Invalid or expired token
Personal access tokens expire after 90 days. Create a new one under Settings → MCP → Access token.
Too many requests
MCP allows 120 requests per minute per token. Wait a minute and retry.
Claude.ai will not add the connector
Choose Register automatically for the OAuth client. If "Add custom connector" is greyed out, your organization owner must add it.
I want to disconnect an app
Settings → MCP → Connected apps → Disconnect.
Firewalls, caching and email
Our firewall or proxy blocks the widget
Allow
app.pinmarks.io (the widget script and API) for your visitors and reporters. If you use a Content Security Policy, see Install the widget.I installed the widget but do not see it
Clear your site and CDN cache (and any caching or optimisation plugin) after adding the snippet, then hard-refresh the page.
PinMarks emails are not arriving
Check your spam folder and allow
noreply@pinmarks.io and support@pinmarks.io.Locked features
A lock or "Upgrade" message means the feature needs a higher plan: network capture, session replay, AI features, custom issue types and tracker sync need Pro or above; custom metadata, Website Monitoring and Analytics need Agency.
Still stuck?
Email support@pinmarks.io and we'll get back to you within one business day.