Troubleshoot and FAQ
How do I contact Hiver support?
Chat Support (For all Hiver customers). The Hiver support is always just a click away. All you have to do is: Once you are in your Gmail account associated with Hiver, you'll see the Hiver extension…
How can I check the current status of Hiver?
You can use the Hiver Status Dashboard to check the current status of Hiver systems. You can subscribe there to get updates on outage alerts or updates on downtime resolution. You can select emails,…
I Get The Error “Hiver Unable To Connect To Your Gmail Because Incorrect Google Apps Permissions”. What Do I Do?
Insufficient permissions at Google Apps marketplace can result in Hiver not being able to connect to your Gmail. Check the Hiver permissions in your Google Apps admin panel and make sure these settin…
I got a Hiver invite and was logged into the wrong Gmail id. What do I do?
This can happen if the invitation email was forwarded to you from another address, or if you were logged into multiple Gmail account from the same browser when you logged into Hiver. Here’s what you…
Will email syncing stop if I change my Gmail password?
When you change the password for your Gmail account, syncing of emails to your account will stop. You will receive an email in an hour asking you to login to Hiver with your new password after which…
Can I change my username?
You can change your username yourself from the MySettings section. If you are added to Hiver through the G Suite Marketplace then your name should be updated in the G Suite admin panel too. You can g…
I have added a new user to Hiver but emails with Shared Labels are not syncing with her.
There can be multiple reasons due to which emails are not appearing on the Gmail of a user whom you have recently added on your Hiver account. Check if you have added her to the Shared Label. In addi…
Emails not getting shared with user even after adding her to a Shared Label
Sometimes if the volume of emails in the Shared Label is large, it takes time to sync the old emails. If you drop an email to us at support@hiverhq.com with the approximate number of emails, we can g…
Added new user to Hiver account but can't assign emails to her in Shared Mailbox
There can be any of the following reasons behind this She hasn't registered with Hiver. When you add a new user to Hiver, she will get an email asking her to register with Hiver. Once she registers w…
Why is this conversation not available in my inbox?
Every time a new user is added to a Shared Inbox, we sync the existing conversations with them, except the 'stale' ones. What are Stale conversations? The ones that have been in a 'Closed' state for…
Why don't emails sent to the shared mailboxes appear in my Inbox?
Hiver makes new emails sent to the shared mailboxes skip your Gmail Inbox, and appear only under the Unassigned view of the shared mailbox. This is done to make sure your main Gmail Inbox is not clut…
Emails are arriving in the Shared Mailbox with a delay. What should I do?
Hiver syncs 90% of the emails within 30 seconds and nearly 99% of the emails within a minute to the Shared Mailbox. There can be a possibility of a delay of more than a minute if there is an issue on…
How can I get desktop or browser notifications about tasks and notes?
You can set up Hiver to notify through desktop notifications about tasks and notes with @mentions for you. To do this, follow these steps: Click on the green 'gear' icon on the top right on your Gmai…
How do I create multiple Hiver accounts with the same domain?
It is likely that you have multiple departments in your organization who want to use Hiver, and want to manage their accounts, users and settings separately. If that is the case, we can help you set…
How can I change the email id for a shared mailbox?
Please get in touch with us to change the email id of your shared mailbox. You can send us an email at support@hiverhq.com.
How can I change the name of a shared mailbox?
You can change the name of a shared mailbox. To do so Click on the yellow gear icon on Gmail and select the 'Admin panel' to view the Admin Dashboard. Click on the 'Shared Mailbox' tab (second from t…
Using Hiver with Gmail's split pane (three pane) view
Normally, you see a two pane view when you access Gmail. But Gmail allows you to split your view into three panes. To enable it Click on the Gmail gear icon to see the options and select 'Settings'.…
Why does Hiver need Conversation View to be switched ON in Gmail?
Gmail has a "Conversation View" feature which allows for all emails in a conversation to be linked together on a single email thread. Hiver requires this feature to be switched ON for all users using…
How to move emails from personal inbox to the shared mailbox?
There are two ways to add emails from your personal inbox to the shared mailbox. 1. Add to shared mailbox option in the Activity Panel A. Open the email that you want to add to the shared mailbox B.…
How can I embed images in templates?
You can insert any publicly hosted image on Hiver templates. If you have your own image, you can host it on any free image hosting site and insert its URL into the template. For example, if you want…
How can I move my existing email templates to folders?
With the new implementation of templates in Hiver, email templates can not be shared individually, but they can be put into folders which can be shared. You can continue using the templates that you…
How do you handle spam emails?
Do refer to the article on how to manage spam emails.
Who can see the Shared Notes that I write on an email?
You can use shared notes to communicate with other users. You can write shared notes on emails tagged with Hiver shared labels and also emails which are shared using shared mailbox. Shared notes on e…
How can I edit a Hiver note?
You can edit Hiver notes subject to two conditions: 1. Hiver notes can only be edited by the owner. In other words, you can only edit your own notes. 2. Hiver notes can only be edited within the firs…
Why can't I see Overdue view?
Overdue view is a default view which has the emails which are 'open'. have a 'SLA-Violated' tag. If you can't see the Overdue view then, either there is no SLA created for the shared mailbox. or, the…
What happens if I add email accounts to Hiver which are aliases of each other?
G Suite allows you to set up alias email ids for any email account. Both the primary email id and the alias email id point to the same Gmail account. If both these accounts are added individually to…
If I am on Lite plan and I upgrade to Growth/Pro/Elite will I be able to retrieve the Analytics data for all the emails that were present when I was on Lite?
You can access the Analytics section when you upgrade to the Growth/Pro/Elite plans. You will be able to see the data about the emails which were received in your Hiver account when you were in Lite…
What does 'Unidentified' user mean in Hiver analytics?
In extremely rare cases, Hiver might fail to identify the user who sent a reply to an email in a shared mailbox. It can happen in these circumstances If Hiver has lost authentication for your Gmail a…
I don't remember removing a specific email from shared mailbox. Why is my name added on the Activity feed?
Please do check if you have not deleted the file unintentionally by Gmail filter conditions. This can happen when you have a Gmail filter setup to trash an email when particular conditions are met. P…
