Troubleshoot Keito for Chrome
Start by opening the Keito toolbar popup and confirming the workspace shown at the top. A site button can be unavailable while the toolbar timer remains usable.
| What you see | What to check |
|---|---|
| Connect Keito in the toolbar | Open the popup and connect. |
| GitHub or Basecamp button missing | Open Settings. Enable that site, approve Chrome’s host grant, and reload a supported detail page. |
| Access revoked in Chrome | Re-grant the site’s access in the extension settings. |
| Not connected yet for Basecamp | A workspace administrator must connect Basecamp. Then use Check again in extension settings. |
| Basecamp project is not linked | Ask an administrator to link the Basecamp and Keito projects. |
| Project or task missing in the time form | Confirm the selected Keito workspace and your project permissions. The Basecamp project must also be linked. |
| Needs attention after Start or Stop | Select Check again and read the current timer before trying another change. |
| Signed out while a timer was running | Reconnect or open Keito web to inspect and stop the timer. Sign-out does not stop it. |
| No workspace is available for time tracking after sign-in | If your account uses personal MFA, the current extension cannot complete its separate authenticator challenge. Track in the Keito web app with that account. Web MFA approval does not approve the extension session. See connection requirements. |
A site is enabled but has no button
GitHub supports issue and pull request detail pages on github.com. Repository and item lists, Discussions, Projects, and GitHub Enterprise Server are outside the current scope. Basecamp supports open Basecamp 5 to-dos on supported list and detail pages in the account connected to the Keito workspace. Completed to-dos and older Basecamp products have no button.
If the site is correct, refresh the tab after granting access. In Settings, verify the status is Enabled. A Not available on this workspace status means that site’s Keito integration is not available to the workspace, for example Basecamp on a plan other than Business. Turned off by Keito or Couldn’t check with Keito is a service or connection state. None of these is a Chrome permission problem. Use Check again once; contact support if it persists.
Sign-in or API key fails
For interactive sign-in, complete all Keito, SSO, and verification steps in the window opened by Connect. For API key sign-in, confirm the key belongs to your Keito user, has the required access, has not been revoked, and matches the company ID. A workspace that requires SSO may require interactive sign-in instead. Never send the key to support in plain text.
Timer state is unclear
The timer lives on Keito’s server. If a request times out or the browser goes offline, the UI may not know whether it succeeded. Use Check again to read the server state. If you cannot reconnect, inspect your timer in the Keito web app before starting a replacement. This avoids recording overlapping work.
If you still need help, contact Keito support with the extension version, the site and page type, your workspace name, and the exact status or error text. Do not include an API key, session token, private issue content, or customer to-do details.