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Troubleshooting CTM Domain Access Restriction Errors During Integration (CRM)

Overview This guide helps resolve access restriction errors that occur when setting up CTM integration due to email domain permission settings in the CTM account.

Symptom / Error

When attempting to set up CTM integration, you receive an error stating your account lacks permission to access the customer's CTM account. This appears as an access restriction or domain permission error during the integration process.

Cause

The CTM account has email domain restrictions enabled for security purposes. The CTM system blocks access when the user's email domain differs from the CTM account owner's domain or is not included in the allowed domains list.

Solution

Option 1 — Add User's Email Domain (Recommended)

  1. Log into CTM as an Administrator

  2. Navigate to Account Settings → Security or Domain Settings

  3. Locate the allowed domains list or email domain whitelist

  4. Add the integration user's email domain to the allowed domains

  5. Click Save

Option 2 — Adjust User Permissions

  1. In CTM, go to Account Settings → Users (or Team Members)

  2. Find the user account experiencing the access error

  3. Edit their Role/Permissions

  4. Confirm they have access to the specific company account

  5. If there's a "Company/Account Access" section, verify the company is checked

  6. Click Save

Option 3 — Contact Your CTM Administrator

If you're not the CTM administrator, request that they:

  • Add your email domain to the allowed domains list

  • Grant explicit access to the specific company account

  • Update the email domain whitelist to include your domain

⚠️ Important: This is a CTM-side configuration issue that must be resolved within the CTM system. The integration cannot proceed until domain restrictions are properly configured.


Verification / Expected Result

After the CTM Administrator makes the necessary changes:

  • The domain access error no longer appears

  • The integration setup process can proceed normally

  • You can access the CTM account during integration configuration

💡 Tip: Changes to domain restrictions and user permissions in CTM typically take effect immediately, but you may need to refresh your browser or restart the integration process.


Escalation

Contact Dazos Support if:

  • The CTM Administrator has confirmed domain restrictions are properly configured but access errors persist

  • You need assistance communicating the required changes to the CTM Administrator

  • The integration fails for reasons other than domain access restrictions

  • You're unsure whether your client's CTM account has domain restrictions enabled

Related Resources

  • Multiple CTM Integration Support

  • CTM Integration Call Logging: Inbound and Outbound Calls

  • For additional CTM integration assistance, contact Dazos Product Support

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