HighLevel Authentication Issues with Cereba.ai

Common HighLevel Authentication Issues and How to Fix Them

Having trouble connecting Cereba.ai to HighLevel? Follow these basic troubleshooting steps.

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Invalid Authorization

HighLevel's user management can experience caching issues that may interfere with connecting to other platforms.

How to Fix It:

1. Clear Your Browser Cache
   • Clear the cache in your browser to remove stored data that might be causing the issue.
     1. Chrome: Settings > Privacy and Security > Clear Browsing Data > Cached images and files > Clear Data.
     2. Firefox: Options > Privacy & Security > Cached Web Content > Clear Now.
     3. Safari: Preferences > Privacy > Manage Website Data > Remove All.
     4. Edge: Settings > Privacy, Search, and Services > Clear Browsing Data > Cached images and files > Clear.
2. Reinitialize the Connection
   • After clearing the cache, reopen Cereba.ai and try to authenticate with HighLevel again.
3. Use Incognito Mode
   • If clearing the cache doesn’t resolve the issue, open an incognito or private browsing window, go to Cereba.ai, and try the integration again.

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Can’t Add Custom Fields

This issue occurs when you authenticate with your HighLevel agency account instead of the individual sub account from which you want to send messages.

How to Fix It:

1. Reset the Connection
   • Log out of both Cereba.ai and HighLevel.
2. Authenticate with the Individual Subaccount:
   • When reconnecting, ensure you're using the specific HighLevel subaccount where you intend to send messages, rather than the agency account.

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Can’t Log into HighLevel with Google Single Sign-On (SSO)

If your HighLevel account is set up with Google SSO, you might encounter issues authenticating due to limitations in HighLevel’s integration.

How to Fix It:

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1. Log into HighLevel in a New Browser:
   • Use a different browser (e.g., if using Chrome, switch to Firefox or Edge), and log into HighLevel with your Google SSO credentials.
2. Reattempt Authentication:
   • Once logged into HighLevel, open Cereba.ai in the same browser window and complete the authentication process.
3. Reset Your Password (If Google SSO Fails):
   • If you're still unable to authenticate, reset your HighLevel password to create a manual password.
   • In HighLevel, go to Settings > Profile > Change Password.
   • Reset the password and use it to authenticate with Cereba.ai, bypassing the Google SSO issue.

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Still Need Help?

If these steps don’t resolve your issue, please contact our support team for further assistance. We’re here to help you get up and running smoothly.

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