Slack troubleshooting

Most problems come down to one of three things: the app isn’t installed, your own account isn’t connected, or you don’t have access to the item in question. This page goes through the symptoms.

A link doesn’t expand into a card

Check in this order:

Adding Bordio to the channel is not on this list: link previews work in every conversation, including ones the app hasn’t been added to.

Is the link from Bordio? Only app.bordio.com, api.bordio.com and link.bordio.com addresses are expanded. A link copied from a staging or local address won’t be.
Is your account connected? Run /bordio status. If it isn’t, the bot has already sent you a direct message with a connect button.
Can you open that task yourself? Bordio checks your access every time. If you’re not in the project, no card is built — and nothing is revealed in the channel about what the link pointed to.
Is the app still installed? Open Organization settings → Integrations in Bordio. If the card says access was lost, reconnect it.

Only the first person to share a link in a channel triggers a preview for that message. Reposting the same link in the same conversation may not produce a second card — that’s Slack’s behaviour, not Bordio’s.

Direct messages don’t arrive

Is the event switched on? Open Profile settings → Notifications, pick the right organization, and check the Slack column. Slack is off by default in every group.
Is the Slack column greyed out? Then your account isn’t connected — run /bordio connect.
Do you still follow the item? If you’ve unfollowed a task, its notifications don’t reach you through any channel.
Does your role match? Notifications are set per role: assignee, reporter, follower, organizer, participant. A change to a task you merely watch won’t reach you if only “I’m the task assignee” is ticked.
Is your plan still paid? Integrations are part of paid plans. After a downgrade, the integration stays but stops delivering.

“Your connection is paused”

Your Slack connection has been suspended by Bordio support. This is reversible and deliberately does not delete anything: once the suspension is lifted, everything works again and you don’t need to reconnect. Contact support if you don’t know why it happened.

This is different from a revoked connection, which asks you to connect again.

“Access lost” on the integration card

Slack stopped accepting the credentials for your organization — normally because the app was removed from the Slack workspace, or its tokens were revoked there.

The integration is kept rather than deleted, so nobody has to work out what disappeared. Someone with rights to manage the organization should click reconnect on the card. Personal connections survive this.

The connect link says it has expired

The button in a Slack message stays clickable forever, but the connection attempt behind it doesn’t live that long. Run /bordio connect again to get a fresh one.

If it says the connection failed instead, something went wrong midway — try again, and contact support if it repeats.

Commands don’t respond

/bordio isn’t recognised — the app isn’t installed in that Slack workspace. Check Organization settings → Integrations.
The form doesn’t open on /bordio add — you may have no access to any project in the organization; the reply says so.
A button says you can’t do that — you don’t have rights for that change in the project. The message is visible only to you, and nothing was changed.

Nothing appears in the channel after `/bordio add`

The task itself is always created — the form doesn’t depend on where you ran it. What can fail is the card in the channel, and Bordio says so in a message visible only to you:

In a private channel the app cannot post until it is invited. Run /invite @Bordio there.
In a direct or group message cards never appear: Slack gives no way to add an app to someone else’s conversation. The task is in Bordio, and the link to it is in the direct message Bordio sends you.

Thread replies don’t become comments

Is Bordio in that channel? Replies reach the task only from conversations the app belongs to. In a public channel a card may well be there while the app is not — the card got in on its own, the replies cannot.
Replies only sync in threads under a Bordio preview card. A reply somewhere else in the channel is just a Slack message.
Bordio doesn’t request access to direct messages or group DMs, so threads there aren’t synced.
Your account has to be connected — an unconnected person’s reply is not written into the task.
Files are carried over as a link to the Slack message, not as an attachment.

A mention shows a plain name instead of a real mention

Bordio deliberately shows a name as text rather than a mention when the person can’t see the task, or hasn’t connected their Slack account. A real mention would promise a notification that would never arrive. See mentions.

Still stuck

Contact Bordio support from the app — Need help? in the left-hand menu. Useful details to include: your organization name, the Slack workspace name, what you expected, and roughly when it happened.