Having trouble getting your Meeting Bot to play nicely with Zoom? You’re in the right place. This guide walks you through the most common issues and how to fix them.
1. Start with a quick check
Before diving into specific issues, run through this checklist:
Calendar connected?
Zoom Recording only shows up after you’ve connected a Google Calendar or Microsoft 365 calendar.
Go to Settings → Email & Meeting Integration → Meeting Integration to check.Right Zoom account?
Make sure you’re authorising the same Zoom account that hosts or attends your meetings.Try a clean browser session
Old browser data can interfere with the connection. An incognito/private window is a quick way to rule that out.
If everything above checks out, jump to the issue that matches what you’re seeing.
2. Zoom Recording option isn’t showing up
What’s happening
You’re in Settings → Email & Meeting Integration, but there’s no Zoom Recording section.
Why this happens
Zoom Recording is part of Meeting Integration, so it only appears after your calendar is connected.
How to fix it
Go to Settings → Email & Meeting Integration → Meeting Integration
Connect your Google Calendar or Microsoft 365 calendar
Refresh the page, Zoom Recording should now appear
3. Nothing happens when you click “Connect”
What’s happening
You click Connect, but no Zoom login window opens.
Why this happens
Almost always a browser pop-up blocker.
How to fix it
Look for a pop-up blocked icon in your browser (usually top right)
Allow pop-ups for yourorg.gettrail.com
Click Connect again
Still stuck? Try a hard refresh:
Mac: Cmd + Shift + R
Windows: Ctrl + Shift + R
Or switch to Chrome or Edge.
4. Zoom says connected… but Trail doesn’t
What’s happening
You’ve authorised Zoom, but Trail still shows Not Connected.
Why this happens
The connection didn’t fully complete, often due to a redirect issue or closing the window too early.
How to fix it
Click Disconnect in Trail
Click Connect again
Stay on the Zoom page until it redirects you back
Once you’re back in Trail, give it a few seconds to update.
If it still doesn’t connect, your Zoom admin might need to approve the app (see Section 6).
5. The bot isn’t joining your meetings
What’s happening
Zoom is connected, but the bot doesn’t show up.
Common causes to check
Meeting not on your connected calendar
The bot only joins meetings on your connected Google or Microsoft calendar.Zoom got disconnected
Check Settings → Email & Meeting Integration → Meeting IntegrationZoom link isn’t standard
The bot looks for a normal Zoom link (e.g. zoom.us/j/...). If it’s hidden in an attachment or redirect, it won’t be picked up.Host settings blocking participants
Some meetings (especially external ones) restrict third-party participants. Ask the host to allow guests.
6. “Admin has restricted Zoom Marketplace apps”
What’s happening
Zoom blocks the connection and asks for admin approval.
Why this happens
Your Zoom workspace is managed by an admin who controls which apps can be installed.
How to fix it
You’ll need your Zoom admin to pre-approve Trail. Here’s a message you can send:
Hi, I’m trying to connect Trail to Zoom so it can record and transcribe meetings, but it needs admin approval.
Could you please pre-approve Trail AI Notes & Insights in the Zoom Marketplace?
Search for Trail AI Notes & Insights
Open the app and click Pre-approve
That should allow me (and others) to connect from Trail.
Once approved, head back and click Connect again. It can take a couple of minutes to apply.
7. The bot joined, but there’s no transcript
What’s happening
The bot was in the meeting, but no transcript appears.
Why this happens
The transcript is still processing
There wasn’t enough audio captured
Zoom Automated captions was not enabled
How to fix it
Give it a few minutes after the meeting ends, then refresh the timeline
Very short meetings or ones where the bot was removed early may not produce a transcript
Confirm who hosted the meeting. If it wasn’t the adviser, captions may not have been available on the host’s account
Go back to Zoom → Settings → Meeting → In Meeting (Advanced) and switch Automated captions off and on again, even if it shows as enabled. (This resolves the current Zoom issue in most cases)
Confirm the meeting was created after Zoom was connected
Confirm someone actually spoke during the meeting and captions were visible on screen.
If it’s been more than ~30 minutes or still doesn’t work, get in touch with support.
8. Reconnecting Zoom
If you’ve disconnected Zoom and want to reconnect:
Go to Settings → Email & Meeting Integration → Meeting Integration
Click Connect under Zoom Recording
Re-authorise via the Zoom window
9. Still stuck?
If things still aren’t working, we’re happy to help.
Before reaching out, grab:
A screenshot of any error message
The Zoom email you’re connecting
Meeting date/time (if relevant)
What step is failing
Whether this worked before or it’s a new setup
Contact support
💬 In-app chat (bottom-right in Trail)
📞 09 600 1600
For IT admins escalating issues, also include:
Zoom account ID
App approval status
Any Marketplace restrictions
Screenshot of the Trail app in Zoom Marketplace