For administrators
Troubleshoot setup
The messages setup can show instead of the next step, and what fixes each.
Each message below is one Pondros can show during setup, with what caused it and what to do.
Installing
| Message | What it means | Fix |
|---|---|---|
| “Pondros wasn't added to that Slack workspace” | Slack sends the same answer whether you pressed Cancel or your workspace only lets admins add new apps, so we can't tell which it was. | If you didn’t cancel, your Slack admin needs to approve it. The page has a message to send them, or see If you’re not the Slack workspace admin. Then press Add to Slack again. |
| “Your workspace is ready — Slack still needs approval” | Your Pondros workspace exists, but the Slack side is waiting for an admin. | Same as above. Once it's approved, Try again finishes the connection. |
| “Slack didn't share an email for your account, so we couldn't finish” | Your Slack profile has no email address Pondros can read. | Sign up with your work email at pondros.com, then connect Slack afterwards. |
| “The install took too long and Slack expired the request” | The approval screen was left open too long. | Start again from Add to Slack. |
| “Slack couldn't finish the install” | Slack stopped partway through without a reason. | Try again. If it keeps happening, email hey@pondros.com. |
If an install is blocked and you’d rather not wait, the same page offers Set me up by hand: leave your email and someone from Pondros will get you started.
Workspace already connected
| Message | What it means | Fix |
|---|---|---|
| “That Slack workspace is already connected to a Pondros account, but there's no Pondros user for your email in it yet” | A teammate already installed Pondros in this Slack. | Tag @Pondros in Slack and you'll be set up automatically, or ask an admin to add you in Settings → Members. |
| “Someone on your team connected it to a different Pondros workspace” | A Slack workspace connects to one Pondros workspace, and this one is taken. Nothing changed on either side. | Ask whoever set it up to invite you from Settings → Members. |
Channels
| Message | What it means | Fix |
|---|---|---|
| “Your workspace doesn't let apps join #channel on their own” | It's a private or restricted channel. | Type /invite @Pondros in the channel. |
| “Pondros doesn't have permission to join channels in this workspace yet” | Pondros was installed before it asked for that permission. | Reconnect Slack from Settings → Connectors to pick up the new permission. |
| “I can only read channels I've been invited to” | You asked about a channel Pondros isn't in. | Invite it with /invite @Pondros and ask again. |
| “This workspace isn't connected to Pondros yet” | You used /pondros in a Slack workspace where Pondros isn't installed or was disconnected. | Reconnect Slack from Settings → Connectors in the Pondros app. |
People
If a teammate is told they can’t use Pondros, the reply says why. See When someone is refused.
Still stuck
Email hey@pondros.com with the message you saw. A person will answer, and can set you up by hand if Slack is in the way.