Troubleshooting the Hanna and ChatGPT Connection

Use this sequence to determine whether a problem is caused by ChatGPT feature availability, plugin configuration, OAuth authorisation, or Hanna user permissions.

“Plugins” or “Add custom MCP server” is missing

Check:

1. that you are using ChatGPT on the web;
2. that you selected the correct personal account or workspace;
3. whether custom MCP plugin creation is enabled for your plan and workspace;
4. whether your administrator allows you to create or install plugins;
5. whether the equivalent action is labelled Apps, Create, or New custom plugin.

If no creation action is available, contact your ChatGPT workspace administrator or consult the current OpenAI documentation. Hanna Customer Support cannot change a ChatGPT plan or administrator policy.

ChatGPT rejects the server URL

Use exactly:

https://mcp.hannacrm.app/mcp

Remove spaces, a trailing slash, your company subdomain, or /mcp/docs. The documentation URL and the MCP server URL are different.

OAuth does not open Hanna or returns an error

1. Restart the connection from the Hanna CRM plugin.
2. Check whether the browser is blocking a pop-up or redirect.
3. If an account name is requested, enter only the subdomain before .hannacrm.app.
4. Sign in to Hanna in another tab and confirm that the user account is active.
5. In Hanna, check the user's API and MCP access.
6. Do not use another employee's or a shared administrator account to bypass a permission problem.

The plugin was created but is missing from conversations

• Open the plugin page and confirm that it is installed, not only saved as a draft.
• Confirm that you are in the same personal account or workspace where it was created.
• Start a new conversation, type @, and search for Hanna CRM.
• For a workspace plugin, confirm that it was published or made available to your group.

ChatGPT does not show a new Hanna tool

1. Open the Hanna CRM plugin settings.
2. Select Refresh tools, Refresh actions, or the equivalent action.
3. Review the new tool's description and risk.
4. Enable the tool if it complies with your organisation's policy.
5. Start a new conversation and mention Hanna CRM again.

Data can be read but not changed

Check all three layers:

• whether the write tool is enabled in the ChatGPT plugin;
• whether the signed-in Hanna user has create or update permission for the module;
• whether record status, required fields, and Hanna rules permit the change.

A write action may also be waiting for ChatGPT confirmation. Expand the tool call and confirm that the approval step was completed.

The connection worked and later expired

OAuth authorisation can expire or be revoked. Reconnect the Hanna CRM plugin and repeat Hanna OAuth authorisation. If the issue recurs, record how long the connection remained active, but do not send an OAuth code, access token, or refresh token.

What to send Hanna Customer Support

Include:

• your company's Hanna address;
• your ChatGPT plan and whether this is a personal account or workspace;
• browser and operating system;
• attempt date, time, and time zone;
• the step where the process stops;
• plugin or Hanna tool name;
• exact error text and a screenshot without secrets.

Never send Hanna or ChatGPT passwords, 2FA codes, OAuth codes, session cookies, API keys, or access tokens.

Related articles

• Connecting Hanna CRM to ChatGPT
• Managing Hanna CRM Access and Tools in ChatGPT