# The Attio card did not appear after setup

This is the most common way a first setup goes wrong, and the instinct to go and replace the Attio key is almost always wrong. The card draws nothing at all in several perfectly ordinary situations, so the job is to work out which of them you are in.

Work down this list in order. The first three cost nothing to check and between them they account for most of it.

## 1\. Is a placement chosen?

Setup finishes with the Placement step for a reason, and it is the answer people skip. A project with a stored key, a record type, an attribute to match on and a full set of fields still shows the card nowhere until at least one placement is on.

Open the Placement tab and look. The settings header states it too, for example "Shown on Issue panel and Activity tab, to agents in this project." A project showing the card nowhere is an ordinary state, not a fault, and nothing on screen is styled as a problem.

## 2\. Is this a Jira Service Management project?

The three card placements and the settings page are offered on service desk projects only. On any other project type the app is not listed in that project's settings at all, for anybody, and nothing is shown in its place.

If somebody tells you the Attio entry has vanished from a project's settings, this is nearly always the reason, and it is worth confirming before you look at anything else.

## 3\. Is the person looking allowed to see it?

Three separate conditions have to hold, and failing any of them draws nothing rather than a message.

* The viewer has to be signed in and licensed, with service management agent access on that project. Portal customers and unlicensed users never see the card, whatever the Permissions tab says.
* The viewer has to be able to open the issue as themselves. That floor cannot be configured away and applies however the audience is set.
* The viewer has to pass the audience chosen on the Permissions step, and any group restriction on top of it.

⚠️

**A typo in a group name empties the card for everybody.** Group names are compared ignoring capitalisation and surrounding spaces, but nothing checks that the group exists in Jira. A misspelled name matches nobody, which hides the card across the whole project with no error anywhere. If you added a group restriction shortly before the card disappeared, clear the field and look again.

A viewer who has recently been given a permission, or added to a group, may wait up to fifteen minutes, because those answers are remembered for that long per person. Changes you make in the settings themselves are never subject to that delay.

## 4\. Did Jira refuse to switch the card on?

If the settings stored correctly but Jira would not let the app update the project, the page says so above the tabs, under the heading "Saved, but the card is not switched on yet": "Your settings are stored. Jira would not let this app update the project, which is what makes the card appear on issues. A Jira site administrator may need to approve this app's new permissions in Admin Hub. Choose a placement again once they have."

This is not a save failure. The configuration is stored. The fix is to have the permission approved and then choose a placement again, which publishes it.

## If the card is there but says something

A sentence instead of rows means the card is working and is telling you about the lookup. The common ones, and where to go next:

| **What it says**                                          | **Where to go next**                                                                                                                                                                              |
| --------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| "The Attio connection for this project needs attention."  | Attio has refused the stored key. Go to the Connection tab and test a key. As an administrator you also get an "Open project settings" link on the card itself; an agent gets the sentence alone. |
| "No Attio record matches this reporter."                  | The lookup ran and found nothing. Check the record type and the attribute matched on, then use the test address on the Fields tab, which explains itself in a way the card deliberately does not. |
| "No email address is available for this reporter."        | Jira gave the app no address for that person. If every request says this, the app's permission to read reporter email addresses is the first thing to raise with a site administrator.            |
| "Attio is rate limiting this app. Try again in a minute." | Attio asked the app to slow down and there was nothing already on screen to keep. The call is retried once automatically, after the delay Attio asked for, before you ever see this.              |
| "This project has not finished its Attio setup."          | The app could not work out which piece is missing. Walk the six sections and look for the one with no answer in it.                                                                               |

ℹ️

**Only administrators are told what is missing.** On a half-finished project the card names the gap to a project administrator in one sentence: "This project is not connected to an Attio workspace yet.", "Nobody has chosen which Attio object holds your customers.", "Nobody has chosen the attribute reporters are matched on.", "No attributes have been chosen for this card to show." or "Nobody has chosen where this card appears." An agent on the same issue sees none of it, which is why a report of "there is nothing there" is worth going and checking yourself.

## Things that are not the cause

* The Attio key, unless the card actually says the connection needs attention. A key that fails the test is never stored, so a bad paste cannot have replaced a working one.
* Renaming the Jira project. The connection is filed under the project's own internal identity rather than its project key, so a rename does not orphan it.
* The activity tab having no icon. Jira does not allow an app icon there, so plain text in the tab strip is correct.
* A reporter writing from a free-mail address, if you match companies. Those domains are never looked up by design, and the result is a no match rather than a broken card.

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## A few things worth knowing

* Reconnecting a key after a reset does not bring the card back. A reset clears the placements along with everything else, so the card shows nowhere until somebody chooses a placement again. That is deliberate: nobody should see customer data reappear on live requests without a person saying so.
* Opening the settings page never tests the connection, so a page that looks healthy proves nothing about the key. The card on an issue is what reports a connection that has stopped working, as soon as Attio refuses a request.
* The site-wide list of connected projects reports the placements a project chose, not where the card actually appears. A project that picked placements and never finished the rest is listed as showing the card somewhere while it in fact shows it nowhere.

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## Related

[Check the Attio card appears on an issue](https://help.gocapable.com/attio-for-jira/check-the-attio-card-appears-on-an-issue.html)

[The Attio card never appears on an issue](https://help.gocapable.com/attio-for-jira/the-attio-card-never-appears-on-an-issue.html)

[The six Attio setup steps in Jira](https://help.gocapable.com/attio-for-jira/the-six-attio-setup-steps-in-jira.html)

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_Placement, project type, audience. In that order._