Troubleshooting

Guides for when something isn't working as expected.

Quick Checks

Most issues come down to one of these. Try them before digging into a specific guide:

  1. Reopen the Tellspin App Home. The Home tab can show a stale render; switch tabs or reload Slack (Cmd+R / Ctrl+R).
  2. Mention the handle. Post @your-handle in a channel. Slack expands it to the group's real members, which tells you whether Tellspin or the display is wrong.
  3. Check the timezone. Previews are shown in your Slack timezone, while handoffs, overrides, and reminders follow the schedule's timezone. See how timezones work.
  4. Look for (override) and disabled. Both appear in the preview and explain most "wrong person" and "no one on-call" reports.
  5. Confirm Tellspin is in the channel. Reminders and channel contact methods only work in channels Tellspin has been invited to.

All troubleshooting guides

Contacting Support

If a guide doesn't resolve it, email support@tellspin.com. Including the following up front usually saves a round trip:

  • your Slack workspace name or ID,
  • the schedule's handle (for example @dev-on-call),
  • what you expected versus what happened, with the time it happened,
  • a screenshot of the schedule in the Tellspin App Home, and, for synced schedules, a screenshot of the same period in PagerDuty or OpsGenie.
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Fixing Schedule Overrides Not Appearing or Working Correctly