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LinkedIn Sales Navigator Troubleshooting Guide

Customize this troubleshooting guide to give your sales team the help they need, directly in LinkedIn Sales Navigator.

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Example H2

How do I access the chat feature in LinkedIn Sales Navigator?

Who can use this feature?

Chat with us is only available for Sales Navigator users with the new homepage experience.

The new Sales Navigator homepage experience ensures quick and easy access to help through the Chat with us feature. Through this feature, you can communicate directly with a support representative and solve your queries in real time.

To access the Chat with us feature:

  1. Sign in to Sales Navigator.
  2. Click Help in the bottom right corner of the window.
  3. From the options that appear, select Chat with us.
  4. A pop-up window appears with a live chat. Provide a Brief Description of Your Problem and click on Chat Now to speak to a support representative.

How do I confirm my invitation email address in LinkedIn Sales Navigator?

To ensure that your invitation email address is confirmed:

  1. Log into LinkedIn.com.
  2. Click the 👤 Me icon at the top of your LinkedIn homepage.
  3. Select Settings and Privacy from the dropdown.
  4. Click Sign in and Security on the left rail.
  5. Click Change next to Email addresses.
  6. You’ll see the email addresses currently confirmed on your LinkedIn profile.
    • You may be required to provide your password for security purposes.

How do I contact LinkedIn Sales Navigator customer
service?

The LinkedIn Help Center contains resources, troubleshooting tips, and useful information to help you use our products. If you didn’t find what you’re looking for, contact our Customer Service representatives by submitting a support case.

NOTE: You must be signed in to your LinkedIn account in order to Linkedin Support.

PROTECTION TIP: Linkedin does not currently offer a phone number for customer support. Some websites advertise LinkedIn phone support for a fee. These websites aren’t affiliated with LinkedIn in any way and we’re proactively working on taking action on them. Keep in mind that we don’t charge for customer support and we’ll never ask you for your password or access to your computer.

To submit a LinkedIn.com support case:

  1. Click the Me icon at the top of your LinkedIn homepage and select Help from the dropdown.
  2. Click Open Help in a new tab.
  3. Click Contact us at the bottom of the Help Center page.
    • You can also click Live chat at the bottom of the Help Center page to chat with a representative online, if available.
  4. Click Get help from us.
  5. Click Other and search for a question or a topic.
  6. If you don’t find an answer to your question, click Create a support ticket at the bottom of the page.
  7. Complete the required fields and click Submit. One of our Customer Service representatives will reply to you as quickly as possible.

NOTE: Live chat is only available in English, even if you’re using LinkedIn or Help Center in another language.

If you believe someone else may be accessing your account and you no longer have access, please report that your account has been compromised so we can help you regain access.

You can access the Help Center for different products by clicking the dropdown to the left of the search bar at the top of any Help Center.

How do I find out if a firewall is blocking my emails from sending in LinkedIn Sales Navigator?

A firewall may be preventing our emails from being delivered.
Please work with your IT department to approve the following fields:

  • Message From field: LinkedIn Sales Navigator
  • Message From Address field: Trusted domains

Please add the following trusted domains to your allow list:

How do I get support when using LinkedIn Sales Navigator?

  1. Contact your organization’s help desk
  2. You may need to reach out to your organization’s help desk to resolve issues or questions related to:
  3. Eligibility for access to Sales Navigator
  4. Obtaining login credentials
  5. Changing personal contact information
  6. Closing your account/removing your access
  7. Sales Navigator Help Center
  8. Sales Navigator Community
  9. Sales Navigator Learning Center
  10. Sales Navigator Office Hours
  11. Sales Navigator Customer Hub
  12. Sales Navigator Support team

How do I request a new activation
email in LinkedIn Sales Navigator?

If you haven’t received your initial activation email, reach out to your admin who can resend the invitation email or provide an activation link to you.

If you still aren’t receiving the email, please try the following troubleshooting steps:

  1. Add LinkedIn as a trusted email domain in your email’s address book, then add LinkedIn as a contact.
  2. Check with your email provider to ensure emails from LinkedIn aren’t blocked.
  3. Make sure the email with the invitation to Sales Navigator is the email address of an individual and not a distribution list or a role based email address.
    • A role account/alias is an account that isn’t associated with a particular person, but with an office, position, or task (ex: webmaster@, postmaster@, admin@, etc.). To ensure you get the most of LinkedIn, we recommend using a personal email address.
  4. In some cases, like password resets or security verification, you’ll need to request the admin to resend the email again after making any of the above changes.

How do I verify my email settings for my primary Linkedin account?

To verify your email settings in your LinkedIn account:

  1. Log into LinkedIn.com.
  2. Click the 👤 Me icon at the top of your LinkedIn homepage.
  3. Select Settings & Privacy from the dropdown.
  4. Click the Communications tab on the left rail.
  5. Under the How you get your notifications section, click Email to ensure the correct emails are sent.
  6. Toggle the switch to individually select items you want to turn on or off, and select each category.
    Some categories allow you to choose between Individual, Recommended, or Weekly
    emails.

How do I verify my email settings in LinkedIn
Sales Navigator?

To verify your email settings in your Sales Navigator account:

  1. Log into Sales Navigator.
  2. Click on your profile picture at the top right corner of the page, and select Settings.
  3. Scroll down to Email preferences.
  4. Switch the toggle on for individual settings you’d like to receive email notifications for.

Why aren’t I receiving LinkedIn Sales Navigator emails?

If you’re not receiving emails from Sales Navigator to your email account, ensure that you check your email’s spam folder, junk folder, social tab, and promotional tab.

Email providers sometimes route emails from new sources to these folders.

  1. Request a new activation email
  2. Verify email settings in your Sales Navigator account
  3. Verify email settings in your LinkedIn account
  4. Confirm invitation email address

Troubleshooting Tips for Admins/IT

Why can’t I sign into the Linkedin Sales Navigator mobile app?

If you can’t sign into your LinkedIn mobile app or mobile website:

  1. Ensure your device is connected to the internet.
  2. Once you’re connected to the internet, open the LinkedIn mobile app. Enter the same email address you enter on the desktop version of www.linkedin.com.
  3. Allow visibility to make sure you’re entering the correct password
    • On Android or iOS, tap Show on the password box.
    • On mobile web (www.linkedin.com), tap Show to see your password.
    • If you still can’t sign in after trying the above steps:

iOS

Your iPhone’s Safari browser settings must be set with JavaScript turned on, private browsing turned off and cookies must be enabled/allowed and not blocked.

  1. From the iPhone’s home screen, tap the Settings icon, then scroll down and tap Safari.
  2. Scroll down and turn off Block All Cookies.
  3. Scroll down and tap Advanced, then turn JavaScript on.
  4. Open Safari, then tap the Tabs icon in the lower right.
  5. If private browsing is enabled, you’ll see a grey box around the word Private.
  6. Tap Private, then tap Done to turn off private browsing.

Andorid

Steps vary depending on your device and version. The user manual of the Android device may offer steps on how to turn JavaScript on, turn off private browsing, and enable/allow cookies.

NOTE: If you’re using the LinkedIn mobile app and still can’t sign in, uninstall then reinstall the app and try again.

Why is my record matching feature
not working in LinkedIn Sales Navigator?

Record matching issues between Salesforce and LinkedIn Sales Navigator, are generally caused due to step being missed during embedded profile installation, or due to individual’s edit permissions in Salesforce.

CLEAN DATA TIP: With Record Match Correction for CRM integrations, you can also verify and correct a CRM record match by clicking Edit match on an Enterprise profile, then View in CRM to confirm/create a new CRM match record.

Embedded Profiles installation missed steps

During Embedded Profiles installation, there is an additional step to drag down the LIMemberToken and LICompanyID fields into the top area for Leads, Contacts, Accounts, and Opportunities. This information can be located in the installation guide on page 8.

Additionally, for Accounts and Opportunities, there will only be one field available,
the LICompanyID Field.

Confirming edit permissions in Salesforce

To confirm that you have edit permissions in your organization’s instance of Salesforce, please reach out directly to your Salesforce admin.

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