Troubleshooting

Extension isn’t showing in Basecamp

1. Make sure the extension is installed and enabled: chrome://extensions in Chrome, about:addons in Firefox.
2. Confirm you’re on Basecamp: the URL starts with https://app.basecamp.com (Basecamp 5) or https://3.basecamp.com. Both are supported.
3. Reload the Basecamp tab (Cmd/Ctrl + R).
4. If it still doesn’t appear, pin the Assistant icon to your toolbar and click it to see any error messages.

Kanban tab is missing

The Kanban tab only renders on Basecamp accounts that have been connected to Assistant. If you see “Not connected”:

• Click Connect Assistant in the Kanban tab to authorize the account. Any member can do this; it starts the 7-day trial for everyone on the account.
• Already connected by a teammate? Just sign in and access is automatic.

Connected but still no access

Everyone in a connected Basecamp account gets access once an admin has subscribed (or while the account is in its trial). If you still can’t get in:

• Confirm the account has been connected and the subscription or trial is active.
• Sign out and back in to refresh your access.

A teammate or guest can’t see the features

Assistant is a browser extension, so its features only appear for people who have installed it themselves. If a teammate or client guest sees plain Basecamp:

• Have them install the extension and sign in. See who needs to install it (and who pays).
• Installing is free for them. Only one admin pays for the whole account.

Settings tabs are hidden

The Custom Fields, Automations, and Integrations tabs are admin-only. If you’re not a Basecamp admin on the account, these are hidden by design. Ask an admin to make the changes, or have them grant you admin on Basecamp first.

Signed out unexpectedly

Sessions last 30 days. If you’ve been signed out:

1. Go to app.getassistant.io/login and sign in again.
2. If the extension still shows signed-out state on Basecamp, reload the Basecamp tab.

Still stuck?

Contact us with:

• Your Basecamp account URL (e.g. https://3.basecamp.com/1234567/...)
• A screenshot of the issue
• The extension version (from chrome://extensions in Chrome, about:addons in Firefox)

We usually respond within one business day.