Troubleshooting Guide
Experiencing issues? Check the common problems below and follow the recommended steps to resolve them.
Overview links: Documentation Home · Settings Overview
Unable to Connect a Social Media Platform
- Ensure the correct API permissions/scopes are granted.
- Re-authenticate the account and accept all requested permissions.
- Clear browser cache or try in an incognito window.
- If the issue persists, check platform status or revoke/re-grant app access.
SIA Replies Are Not Appearing
- Verify that auto-reply rules are enabled in Settings → Auto Replies.
- Confirm language and tone filters don't exclude the current comment/message.
- Test with a simple comment to verify the pipeline is working.
- If it still fails, disable and re‑enable the Auto Reply rule, then test again.
Ticket Creation Failures
- Ensure form actions are active and conditions match the incoming data.
- Verify assignee and priority are valid options.
- Check API rate limits or server errors in logs.
- Temporarily disable automatic ticket rules to test manually.
Form Not Showing in Flow Template Dropdown
- Publish the form as a WhatsApp Flow before creating the template.
- Confirm the WhatsApp account is connected in Settings → Platforms.
- Reopen the template builder after publishing the flow.
Template Not Selectable in Broadcasts
- Templates must be Approved before they can be used.
- Make sure the broadcast is using the same WhatsApp account as the template.
- If it’s a Flow template, confirm the form was published as a WhatsApp Flow.
Template Stuck in Pending or Rejected
- Pending means Meta review is still in progress.
- Rejected templates must be edited and resubmitted.
- Make sure the template category and content match the message type.
WhatsApp Broadcast Delivery Issues
- Check if the number is valid and on WhatsApp.
- Reduce send volume if you hit rate limits.
- Review template quality if delivery drops.
- For error codes and detailed fixes, see Messages Delivery Issues.
Form Link or QR Not Working
- Make sure the form status is Active.
- Regenerate the QR after changes if you’re using an old printout.
- Test the link in an incognito window to rule out cache issues.
Contacts Import Errors
- Use ISO date format for date fields: YYYY‑MM‑DD.
- Phone numbers should not include country codes unless the field expects it.
- Check that required columns are present and headers match your contact fields.
Video Uploads Not Working
- Ensure the video file is in MP4 format and under 2GB.
- Verify YouTube API quotas are not exceeded.
- Check integration credentials and refresh tokens.
- Examine browser dev tools for CORS or upload errors.
General Debugging Tips
- Refresh the page or log out and log back in.
- Clear cache or switch devices/browsers.
- Check your internet connection and firewall settings.
- Reach out to Support with logs, screenshots, and steps to reproduce.
Need More Help?
If you're unable to fix the issue, contact our Support Team or visit the FAQ section.