My analysis returned 0 calls — what went wrong?

Most often the date range is wrong (Gong's clock vs your timezone), or a HubSpot filter is excluding everything. Try a Preview from `/new` with no filters and a 14-day window to confirm calls are visible at all.

Gong says the connection is fine but Callmine shows Needs reconnect?

Refresh tokens rotate single-use. If two analyses raced on token refresh, one of them can burn the active token. Reconnect from `/settings` — it takes ten seconds and re-issues a fresh refresh token.

Where do I find my Gong base URL?

If you sign in to Gong at `app.gong.io`, leave the base URL blank — Callmine uses the default. If you sign in at a regional cluster like `us-44392.app.gong.io`, the API base is `us-44392.api.gong.io`.

Can I see exactly which calls Callmine fetched?

Yes. Open the report at `/reports/ ` — the diagnostics panel shows pre- and post-filter call counts plus the HubSpot path taken. Empty post-filter counts almost always indicate a filter mismatch, not a Gong issue.

Why isn't my Gong integration working?

Integrations / Gong·May 31, 2026·2 min·By Callmine Team

Diagnose a broken Gong integration in five steps: reconnect, verify base URL, check token state, confirm date range, and validate filters.

TL;DR

Most Gong integration failures fall into four buckets: a revoked credential, a wrong base URL, an expired token, or filters that exclude every call. Walk through the five steps below in order — the first mismatch you find is almost always the cause.

Steps

01Open /settings and check the Gong card. If it shows Needs reconnect, click Disconnect, then connect again from the same card. OAuth invalid_grant and basic-auth 401 both surface here.
02Verify the base URL matches your Gong tenant. If you sign in at a regional cluster (us-XXXXX.app.gong.io), Callmine needs the matching us-XXXXX.api.gong.io base URL. Default leave-blank works only for tenants on the standard app.gong.io domain.
03For basic-auth: confirm the access key and secret are still active in Gong → Company Settings → Ecosystem → Manage API access. Rotated keys start returning 401 on the next request — paste the new credential into Callmine to fix it.
04For OAuth: a single failed analysis isn't a connection problem. Callmine refreshes the access token automatically on every analysis. If multiple analyses fail in a row with auth errors, reconnect from /settings — that issues a fresh refresh token.
05If the connection is healthy but a run returned zero calls, open /reports/<id> and check the diagnostics panel. Pre-filter count of zero means the date range or Gong tenant has no calls in that window; pre-filter > 0 but post-filter = 0 means a HubSpot filter excluded everything.

Common scenarios

·Just rotated your Gong access key. Paste the new key in /settings and the integration recovers on the next request. No need to disconnect first.
·Connected from a colleague's account who has since left. Reconnect from your own account so the token is bound to a live Gong user. OAuth grants tied to deactivated Gong users stop refreshing immediately.
·First analysis after enabling HubSpot filters returned 0. This is almost always a filter mismatch, not a Gong issue. Run a Preview with filters cleared to confirm the underlying calls are visible.

Still stuck

Email hello@callmine.ai and include the /runs/<jobId> URL. The run diagnostics tell us within seconds whether the issue is auth, base URL, or filter logic.