GTM AIGTM AI
Sign up

Troubleshooting Integration Access and Permission Errors in GTM One

Learn what the sign-in and permission messages on integration pages mean and how to get access back.

Andres PerezAndres PerezSenior Director, Product Management

Learn what the sign-in and permission messages on integration pages mean and how to get access back.

Overview

Connecting an app, listing connections and changing export settings all check who you are and what you may do. Some actions need an admin. Others need the integrations permission on your ZoomInfo license. When a check fails, GTM One or the Admin Portal shows a short message and the action does not run. The messages below are the ones these checks produce.

GTM One decides whether you are an admin from your ZoomInfo roles, and if that is not enough it asks the ZoomInfo account service. The answer is remembered for one hour, so a role change can take up to an hour to take effect.

How to fix a sign-in or permission message

  1. Reload the page and try again. If the message was "User is not authenticated" or about an expired token, sign out of ZoomInfo and sign in again, then repeat the action.
  2. Check whether the action needs an admin. Allowing integrations, approving them, turning on a shared connection, mapping users, changing export settings and managing email and calendar sync are admin actions done in the Admin Portal.
  3. If you are not an admin, ask your admin to do it or to give you admin access.
  4. If you are an admin and still see the message, wait up to one hour after any role change and try again.
  5. If it still fails, contact ZoomInfo Support. Include the exact message, the page and the time.

If you see an error

  • "User is not authenticated". GTM One did not receive a valid sign-in with the request. Sign out, sign in again and retry.
  • "Authentication token is expired or invalid". Your session ended while you were on the page. Sign in again and retry.
  • "User ID is missing". Your sign-in did not carry a ZoomInfo user. Sign in again, and contact ZoomInfo Support if it repeats.
  • "User is not admin". The action is for admins only. Ask your admin to do it, or to make you an admin.
  • "User is not in the required roles". Your license does not include the integrations permission (or the admin integrations permission, for admin actions). Ask your admin to add it.
  • "User not found". ZoomInfo could not find any roles for your user. Sign in again, and ask your admin to check that your user is active.