Troubleshooting

This guide covers the most common issues users encounter when getting started with SecondTouch, along with clear steps to resolve them.

Most issues are not system failures-they are typically caused by missing inputs, early-stage usage, or misunderstandings of how the system behaves.

Overview

SecondTouch is a system that improves with usage. Many issues stem from:

• Not enough interaction data
• Inconsistent logging
• Misinterpreting how signals behave early on

Before assuming something is broken, check whether the system has enough information to generate meaningful outputs.

Common Issues

Daily Brief is Empty or Sparse

What’s happening:

• You may have too few accounts or interactions logged
• The system does not yet have enough signal to surface priorities

How to fix:

• Add 5-10 active accounts
• Log recent interactions for each account
• Check back after adding activity

Expected behavior:

• The brief becomes more populated as more interactions are logged

Items Disappear From the Daily Brief

What’s happening:

• This is expected behavior due to the anti-nag system

Why it happens:

• The system avoids repeatedly showing the same item every day
• Items are temporarily suppressed after being surfaced

How to interpret:

• The system has not forgotten the item
• It is being deprioritized to reduce noise

When it will return:

• When new activity occurs
• When enough time passes
• When the signal becomes relevant again

Interactions Not Appearing

What’s happening:

• The interaction may not have been saved or associated correctly

How to fix:

• Confirm the interaction was submitted successfully
• Refresh the account view
• Ensure the interaction is tied to the correct account

For email-based logging:

• Verify the correct ingestion address was used
• Ensure the sender is recognized
• Check for formatting or validation issues

Signals Feel Incorrect or Generic

What’s happening:

• The system does not yet have enough data to generate accurate signals

Why it happens:

• New accounts have limited interaction history
• Patterns have not yet been established

How to fix:

• Log interactions consistently over time
• Add context (objectives, open threads)
• Continue using the system daily

Expected behavior:

• Signals improve as patterns emerge

Momentum Shows “Low Signal”

What’s happening:

• There is not enough interaction history to calculate momentum

How to fix:

• Log more interactions over time
• Ensure activity is consistent

Expected behavior:

• Momentum becomes meaningful after multiple interactions establish a pattern

Cadence Feels Inaccurate

What’s happening:

• Cadence requires historical interaction timing to establish a baseline

How to fix:

• Continue logging interactions consistently
• Allow time for patterns to develop

Expected behavior:

• Cadence becomes more reliable as more timing data is available

Imported Accounts Feel “Empty”

What’s happening:

• Importing only creates accounts, not interactions

Why it happens:

• The system requires interaction data to generate intelligence

How to fix:

• Begin logging interactions for imported accounts
• Add context where helpful

Expected behavior:

• Accounts become more useful as activity is added

Email Ingestion Not Working

What’s happening:

• Emails are not being processed into interactions

Why it happens:

• Sender validation, destination, or formatting issues can block ingestion
• Volume or validation limits may prevent processing

How to fix:

• Verify you are sending to the correct ingestion address
• Confirm sender validation requirements are met
• Check for ingestion limits or formatting issues

Expected behavior:

• Valid emails are converted into interactions and associated with the correct account when possible

Billing or Access Issues

What’s happening:

• Access does not match your subscription status

Why it happens:

• Subscription state may be pending, out of date, or not yet synced in the app session

How to fix:

• Confirm your subscription is active
• Refresh or re-login to your account

Expected behavior:

• Access should align with current subscription status after state refresh

If the issue persists:

• This may be an account-state issue that requires support

General Checks

Before escalating an issue, confirm:

• You have at least a small set of active accounts
• You have logged recent interactions
• You are reviewing the correct account or view
• You have refreshed the interface
• You have allowed time for the system to update

Need More Support?

If you are still experiencing issues, contact support:

Email: support@streamlinedu.com

When reaching out, include:

• A brief description of the issue
• What you expected to happen
• What actually happened
• Screenshots if possible

This helps us resolve issues more quickly.