# Connectors troubleshooting

> What to check when you can't connect an account, Willo says it needs reconnecting, or a request to your calendar, documents or mail doesn't work.

Last updated: October 16, 2026

Source: https://www.willo.ai/docs/troubleshooting/connectors

Start on **Settings → Connections**. Each card's badge says what state the connection is in, and most fixes are a button on that card.

## Badges

| Badge | What it means | What to do |
| --- | --- | --- |
| Connected | Working. | Nothing. |
| Connected — needs more access | Some of what Willo asked for wasn't allowed. | **Grant access**, and allow everything listed. |
| Connected — reconnect needed | The access was withdrawn or expired at Google or Microsoft. | **Reconnect**. |
| Needs attention | The last call failed. | **Reconnect**. If it fails again, contact support. |
| Setting up / Not available yet | Willo is still preparing the connector. | Check back in a few minutes. |
| Coming soon | Shown on the Gmail card. | Nothing to do. |

## I can't find connectors

- **No "Accounts — Google and Microsoft" section.** Connectors are in early access and aren't open for this business yet. Email support@willo.ai if you'd like them.
- **No Connections page in Settings.** It is shown to owners and admins only.
- **"Account connections aren't open for this business yet."** Someone connected an account earlier; you can still disconnect it, but not connect a new one.

## I can't connect

- **"Only an admin of this business can connect…"** Ask an owner or admin, or to have your role raised under **Settings → Team**.
- **The sign-in page said the link expired.** Links last 10 minutes and must be finished by the person who started them. Click **Connect** again.
- **Microsoft refused a personal account.** Only work or school Microsoft accounts can be connected.
- **Google showed a warning or refused.** A Google Workspace organisation can block apps its admin hasn't approved. Your Workspace admin can allow it in the Google Admin console.

## Willo says the account needs reconnecting

Willo says the account needs reconnecting because its authorization lapsed or was withdrawn, and that nothing was done. That happens when access is removed in Google's or Microsoft's security settings, after some password changes, or when the provider expires it. Click the **Reconnect** button on the card Willo shows in chat, or **Reconnect** on **Settings → Connections**, and allow access again. Then ask again.

## A request didn't do what I expected

- **Willo didn't use my calendar at all.** Make sure the card says **Connected**, then ask directly: "Check my Google Calendar for Friday."
- **It can't find a Drive file.** Willo's Google access covers the Drive files you choose and the ones it created, not your whole Drive, so it can't search for others. Ask Willo to create the file, or paste what you need into the chat.
- **It can't read my Gmail.** Google Workspace covers Calendar, Docs, Sheets and Drive, not Gmail. The Gmail card shows **Coming soon**.
- **My program can't read the calendar.** Connectors work in Willo's chat, not in Agent Programs. To start a program from a calendar event, use a [webhook](https://www.willo.ai/docs/agent-programs/webhook-triggers). See [Where it works](https://www.willo.ai/docs/connectors/what-a-connector-can-do#where-it-works).
- **A viewer's request did nothing.** Viewers can't use connected accounts.

## It keeps asking me to confirm

Every step that reaches other people, such as a calendar event, an email or a shared file, asks each time, with no **Always allow**. And after Willo has read outside content in a turn, changes that normally run without asking, such as creating a new doc, ask too. Both are on purpose. See [What a connector can do](https://www.willo.ai/docs/connectors/what-a-connector-can-do#reads-writes-and-what-asks-first).

## Disconnect didn't work

If Willo couldn't withdraw the grant, the card stays **Connected** and shows an error. Try again in a minute. If it still fails, remove Willo from your Google or Microsoft account's security settings, then click **Disconnect** again.

## Still stuck

Use the **?** menu in the dashboard, or email support@willo.ai with which card and the badge it shows.