# Troubleshooting

> Plain-English fixes for the most common Claude-to-ActuallyCare connection problems, with what you should see when each fix works.

<!-- Source: https://docs.actuallycare.com/agents/troubleshooting -->

Most connection problems have a two-minute fix. Find the line below that sounds like what you're seeing, follow the steps, and check the "What you should see" line under each step to confirm it worked before moving on. If none of these match, [contact support](https://www.actuallycare.com/contact) and include what you asked Claude and what it said back.

## It says I'm unauthorized or my session expired

Normally the connection renews itself in the background, so this usually means it lost its footing once. A fresh connection fixes it.

1. Go to [app.actuallycare.com](https://app.actuallycare.com) in your browser and log in.

   **What you should see:** your normal ActuallyCare dashboard. If you can't log in here, fix that first — reset your password or [contact support](https://www.actuallycare.com/contact) — because the connection can't work without a healthy account.

2. In Claude, open **Settings → Connectors** and remove the ActuallyCare connector.

   **What you should see:** ActuallyCare disappears from your connector list.

3. Add it back: choose **Add custom connector** and paste `https://mcp.actuallycare.com/mcp`.

   **What you should see:** a window opens asking you to log into ActuallyCare.

4. Log in, then approve the screen titled "Grant Claude access to ActuallyCare".

   **What you should see:** the window closes and ActuallyCare is back in your connector list.

5. Start a new chat and ask: "Using ActuallyCare, give me my daily summary."

   **What you should see:** Claude checks ActuallyCare and answers with your real appointments, deals, and leads — no more "unauthorized" message.

## Claude can't see my escrows

This is almost always one of three things: the connector is switched off for that chat, Claude wasn't told to use it, or you're connected under a different ActuallyCare account than you think.

1. In the chat box, open the tools menu and make sure the ActuallyCare connector is turned **on** for this conversation.

   **What you should see:** ActuallyCare listed in the tools menu with its switch turned on.

2. Ask again, explicitly: "Using ActuallyCare, list my escrows."

   **What you should see:** Claude lists your actual escrows by address — the same ones you see in the app.

3. If it still comes back empty, log into [app.actuallycare.com](https://app.actuallycare.com) and check that the escrows are visible there.

   **What you should see:** your escrows in the app. If they aren't there either, they may be archived or under a different account — that's the real problem, not the connection.

4. If you suspect you approved the connection while logged into the wrong account, [disconnect and reconnect](#how-do-i-disconnect-or-reconnect) and log in with the right one this time.

   **What you should see:** after reconnecting, Claude's answers match what you see in the app.

## I can't find the Connectors option in Claude

1. Go to [claude.ai](https://claude.ai) in a web browser (not just the phone app) and log in.

   **What you should see:** your normal Claude chat screen.

2. Open **Settings**.

   **What you should see:** Claude's settings menu.

3. Look for **Connectors** in the settings menu.

   **What you should see:** a Connectors section where you can add a custom connector.

If Connectors isn't there, your plan may not include custom connectors — they aren't part of Claude's free plan, and upgrading to a paid Claude plan (Claude Pro or higher) adds them. This is on Claude's side, not something ActuallyCare can switch on for you. Once you see Connectors, come back to the [quickstart](/mcp/quickstart).

## The ActuallyCare sign-in window never opened

You pasted the connector address, confirmed, and… nothing. Nine times out of ten, a pop-up blocker quietly stopped the sign-in window from opening.

1. Look for a blocked pop-up message. Most browsers show a small icon or note near the address bar when they block a window — if you see one, choose to allow pop-ups for claude.ai.

   **What you should see:** the ActuallyCare sign-in window opens as soon as the pop-up is allowed.

2. On an iPhone or iPad using Safari, open the **Settings** app, scroll down to **Safari**, and turn off **Block Pop-ups**. (You can turn it back on after setup.)

   **What you should see:** the Block Pop-ups switch turned off — gray instead of green.

3. Go back to Claude and try the add-connector step again.

   **What you should see:** a new window opens asking you to sign in to ActuallyCare.

4. If it still won't open, double-check the address you pasted. It must be exactly `https://mcp.actuallycare.com/mcp` — no spaces before or after, nothing missing from the end.

   **What you should see:** after re-pasting the exact address and confirming, the ActuallyCare sign-in window opens.

## Claude says it doesn't have a tool for that

Don't take it at its word. To keep conversations fast, Claude sees the most-used ActuallyCare tools up front and finds the rest on demand — but sometimes it gives up before going looking.

1. Rephrase your ask in plain words, describing the *outcome* you want — "show me which leases are expiring soon" rather than naming a feature.

   **What you should see:** Claude pauses to look for the right tool instead of apologizing right away.

2. Say it with the magic words: "Using ActuallyCare, …".

   **What you should see:** Claude checks ActuallyCare before it answers.

3. Still stuck? Skim the [tools reference](/tools) to confirm the capability exists, then ask again and mention what you found — "ActuallyCare has an open house tool; use it to list my open houses this weekend."

   **What you should see:** Claude finds the tool and comes back with your data instead of an apology.

## It connected but answers seem generic

If Claude answers your CRM questions with general real-estate advice instead of your actual numbers, it's answering from memory instead of checking your CRM.

1. Start your request with "Using ActuallyCare, …" — for example, "Using ActuallyCare, how many active escrows do I have?"

   **What you should see:** Claude visibly checks ActuallyCare before it answers.

2. Ask something only your CRM could answer, like a specific client's phone number, and see if the answer matches the app.

   **What you should see:** your real names, addresses, and numbers — not ranges, guesses, or "typically, agents…".

3. Check the chat's tools menu to make sure the ActuallyCare connector is turned on for this conversation.

   **What you should see:** ActuallyCare listed in the tools menu with its switch turned on.

## How do I disconnect or reconnect?

**To disconnect:**

1. In Claude, open **Settings → Connectors**.

   **What you should see:** a list of your connectors, with ActuallyCare among them.

2. Remove the ActuallyCare connector.

   **What you should see:** ActuallyCare disappears from the connector list. Access is cut off instantly, and your CRM data is untouched. There's nothing to undo on the ActuallyCare side.

**To reconnect:**

1. In **Settings → Connectors**, choose **Add custom connector**.

   **What you should see:** a box asking for the connector's web address.

2. Paste `https://mcp.actuallycare.com/mcp`.

   **What you should see:** a window opens asking you to log into ActuallyCare.

3. Log into ActuallyCare in the window that opens, then approve the screen titled "Grant Claude access to ActuallyCare".

   **What you should see:** the window closes and ActuallyCare is back in your connector list. The full walkthrough is in the [quickstart](/mcp/quickstart).

## Still stuck?

[Contact support](https://www.actuallycare.com/contact) and include three things: what you asked Claude, what Claude said back, and a screenshot if you can grab one. That's usually everything we need to spot the problem on the first reply.