Reference
Troubleshooting & FAQ
Common errors, fixes, and frequently asked questions.
SendGrid errors
| Error | Cause | Fix |
|---|---|---|
User is not authorized to send mail based on their regional attribute | Wrong region selected in Nero | Check your SendGrid dashboard URL: app.sendgrid.com = Global (US), app.eu.sendgrid.com = EU. Free/Essentials plans only support Global. |
The from address does not match a verified Sender Identity | Sender email not verified | Go to SendGrid → Settings → Sender Authentication and verify your sender email or domain |
Permission denied, not enough scope | API key missing permissions | Create a new API key with Full Access or at least Mail Send permission |
Failed to encrypt credentials | Server-side issue | Try disconnecting and reconnecting the integration |
| Not receiving incoming emails | DNS or Inbound Parse not configured | Check MX record points to mx.sendgrid.net and Inbound Parse URL is set to https://nerops.ai/api/webhooks/sendgrid |
Twilio errors
| Error | Cause | Fix |
|---|---|---|
Invalid Twilio credentials | Wrong Account SID or Auth Token | Double-check your credentials in the Twilio Console dashboard |
| Not receiving WhatsApp messages | Webhook not configured | Set the webhook URL to https://nerops.ai/api/webhooks/twilio in your Messaging Service or Phone Number settings |
Message delivery failed | Recipient not opted-in (WhatsApp) | WhatsApp requires the recipient to have messaged your number first within the last 24 hours, or you must use an approved template |
Frequently Asked Questions
Are my credentials safe?
Yes. Your API keys and tokens are encrypted with AES-256 before being stored. They are never visible in the app — only our secure server-side functions can decrypt them to send messages.
Can I connect both SendGrid and Twilio?
Yes. Each integration works independently. You can have email via SendGrid and WhatsApp/SMS via Twilio at the same time.
Can different workspaces have different integrations?
Yes. Each workspace has its own separate credentials and configuration. One workspace's integration has no access to another's.
What happens if I disconnect an integration?
Your existing conversation history stays intact. You just won't be able to send or receive new messages through that channel until you reconnect.
I sent a test email but didn't receive it — what should I check?
- Check your spam/junk folder
- Verify the sender email is authenticated in SendGrid (Domain Authentication or Single Sender Verification)
- Make sure you selected the correct region (Global vs EU) in Nero
- Check SendGrid → Activity to see if the email was processed
WhatsApp messages aren't being delivered — what should I check?
- Verify the webhook URL is set to
https://nerops.ai/api/webhooks/twilio - For outbound: the recipient must have messaged you within 24 hours, or use an approved template message
- Check Twilio → Monitor → Logs for error details
Can multiple team members send emails from their own address?
Yes — that's how it works by default. Each user sets their personal sender email in their profile. As long as the email (or its domain) is verified in SendGrid, they can send from it. With Domain Authentication, all addresses on the domain are automatically verified.
Why can't I send emails? The button is greyed out.
You haven't configured your sender email yet. Go to your profile (click your avatar → Edit Profile) and fill in the Sender Email field. This is required before you can send any emails.
Do I need Google Workspace Admin access to receive emails in Nero?
No. Each team member can set up forwarding individually from their own Gmail or Outlook settings. See the Per-User Email Forwarding section. Google Workspace Admin routing is an alternative option if you want to set it up centrally for the whole team.
Where do I find my personal forwarding address?
Go to your profile (click your avatar → Edit Profile). Below the Sender Email field, you'll see your forwarding address (e.g.
dylan@nero.yourcompany.com). If you don't see it, your admin hasn't configured the inbound domain yet in Settings → Integrations → SendGrid.
Can I use a different email provider instead of SendGrid?
Currently only SendGrid is supported for email. We may add support for other providers in the future.
How do I test WhatsApp without a production number?
Use Twilio's WhatsApp Sandbox: go to Messaging → Try it out → Send a WhatsApp message. Follow the instructions to join the sandbox, then configure the webhook to
https://nerops.ai/api/webhooks/twilio.
Need help? Reach out at support@nerops.ai