Troubleshooting

Common issues and how to fix them. If your problem isn't listed here, reach out to our support team.

API Connection

"API connection failed" or "Invalid API key" error

  • Double-check your Help Scout API credentials under DeskPress > Integrations > API.
  • Make sure your OAuth token hasn't expired. Try disconnecting and reconnecting your Help Scout account.
  • Verify that your server can make outbound HTTPS requests. Some hosting providers block external API calls.

"Mailbox not found" error

  • Go to DeskPress > Integrations > API and re-select your mailbox from the dropdown.
  • If no mailboxes appear, your API credentials may not have access to any mailboxes. Check your Help Scout user permissions.

Help Scout Beacon

Beacon doesn't appear on my site

  • Go to DeskPress > Dashboard > Getting Started and verify the Beacon embed code is pasted correctly. It should include the full
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