Experiencing an issue with Deal Rooms? This guide walks through the most common problems, why they happen, and exactly how to fix them. A few of these require Account Admin access — those are flagged clearly so you know when to loop in an admin instead of troubleshooting solo.
Can't create a Deal Room?
Applies to: Everyone
What's happening: Deal Rooms likely aren't enabled for your organization yet — this is an account-level setting, not a per-user permission.
How to fix it: Contact your Customer Success Manager or email support@spekit.co to have Deal Rooms enabled.
Content or branding isn't loading correctly?
Applies to: Everyone
What's happening: This is almost always a browser caching issue rather than a real data problem.
How to fix it: Refresh your browser. If it still doesn't load after a refresh, try a hard refresh (Ctrl/Cmd + Shift + R) before contacting support.
Collaboration Issues
If you're having trouble involving your team, check the following.
Can't add a colleague as a collaborator?
Applies to: Everyone
What's happening: Collaborators must be licensed Spekit users — you can't add someone who doesn't have an active license.
How to fix it: Confirm the person has an active Spekit license. If they don't, an Account Admin will need to provision one before you can add them.
My collaborator isn't getting notifications
Applies to: Everyone; requires an Account Admin to confirm the fix
What's happening: Admins have default visibility into Deal Rooms, but default access is not the same as being an active collaborator. If an Admin hasn't been explicitly added as a collaborator by the Deal Room owner, they won't receive in-app or buyer-engagement notifications — even though they can technically already see the room.
How to fix it:
- Open the Deal Room and check the collaborator list.
- Confirm the Admin in question is listed there by name, not just assumed to have access.
- If they're missing, add them as a collaborator (see "How to Add or Remove Collaborators to a Deal Room").
Visibility & Tracking Issues
If something is missing or analytics aren't behaving as expected, review these.
A newly added file isn't showing up
Applies to: Everyone
What's happening: Usually a caching delay. Occasionally, it's an unsupported file format.
How to fix it:
- Refresh your browser first.
- If it still doesn't appear, check the file format. Supported third-party document types are PDF, Word, Excel, PowerPoint, and Google Slides — anything outside that list won't display correctly.
Buyer engagement views are low or nonexistent: fix access controls
Applies to: Everyone
What's happening: This is almost always one of two things: tracking wasn't turned on for this specific room, or the buyer isn't actually using the link you think they are.
How to fix it:
- Open the Deal Room's Settings → General and confirm engagement tracking is enabled.
- Confirm the buyer is accessing the room via the secure public share link — if they were sent content some other way (e.g., a forwarded attachment instead of the link), it won't be tracked.
A Deal Room is inaccessible for both me and the buyer: restore archived
Applies to: Everyone
What's happening: The Deal Room is very likely
Archived. Archived Deal Rooms are inaccessible to everyone — internal team members and external buyers alike — until they're restored.
How to fix it: Check whether the Deal Room shows as Archived and restore it before anyone (internal or external) can view it again.
Support & Feedback
If your issue isn't covered above, here's how to get help or make sure it gets seen.
Get immediate support
Contact Spekit Support:
- Email: support@spekit.co
- Standard Support Hours: Monday–Friday, 7:00 AM – 4:00 PM PT
- Emergency/Outage Support: available 24/7/365
Provide feedback and track product updates
Submit a feature request or bug report: Log in with your Spekit account to the Canny feedback board. You can submit new ideas or bugs and vote on existing posts — you'll get an email whenever the status changes (Open → Planned → In Progress → Complete).
Track what's coming:
We're always here to help you get the most out of your Spekit experience.