Troubleshooting
The most common problems, grouped by area, with the first thing to check for each.
The problems that come up most, with the check to make first.
Channel connections
| Symptom | Most likely cause | Fix |
|---|---|---|
| The Facebook or Instagram connection spins and never loads | The connection pop-up is blocked by the browser | Allow pop-ups for the dashboard, then retry. |
| On Mac with Safari, nothing happens when you click Connect | Safari blocks pop-up windows by default | Safari, Settings, Websites, Pop-up Windows, Allow. Or use Chrome. |
| TikTok is connected but no messages arrive | The account is not a Business account, or is not verified | Switch the account to TikTok Business, get it verified, then reconnect. |
| A WhatsApp number cannot be registered | The number is already linked to WhatsApp or WhatsApp Business | Use a new number, or delete the existing WhatsApp account on that number first. |
Products and catalogue
| Symptom | Most likely cause | Fix |
|---|---|---|
| The agent never offers a product | The product is not Indexed | Settings, Products: check the status and run a Resync. |
| The agent quotes the wrong price | An Out of date badge — the local data is stale | Resync the product or the whole catalogue. |
| The agent says an item is out of stock when it is available | Variant handling — some colours or sizes are unavailable | Check stock per variant in your store, then Resync. If it persists, raise a ticket. |
Orders
| Symptom | Most likely cause | Fix |
|---|---|---|
| An order shows Sync to store in red | The copy to your store did not complete | Click Sync to store. No data is lost. |
| I cannot find the customers to call back | — | Orders, filter on Pending. |
| I need to send orders to my carrier | Carrier integration is not available yet | Export to CSV and pass the file on. |
Reservations and services
| Symptom | Most likely cause | Fix |
|---|---|---|
| The menu shows Orders, not Allocations | The business mode is still E-commerce | AI Center → General Information → Business mode, then reload the dashboard. |
| Resources is missing from settings | Same cause — the section only exists in Services mode | Switch the business mode first. |
| The agent never offers a service | The resource type is not Active | Settings → Resources, turn the type back on. |
| Create allocation stays greyed out | Availability has not been checked | Click Check availability first. |
| A slot is refused as full | Capacity per slot is already taken | Pick another slot, raise the capacity, or allow overbooking on the type. |
AI agent
| Symptom | Most likely cause | Fix |
|---|---|---|
| The agent has stopped replying entirely | Credits depleted, or the Active switch is off | Check the banner at the top, the balance in Usage, and the Active switch in the AI Center. |
| The agent is not replying on one conversation | AI Autopilot is off for that conversation | Turn Autopilot back on in the conversation bar. |
| The agent replies in the wrong language | The language is not enabled, or the wrong one is Primary | Agent Behavior, Language and writing style. |
| The agent invents delivery times | Policies are empty | General Information, Policies — and add never guarantee an exact date to Never do. |
| Too many AI Limitation tickets | The agent is missing information | Read the tickets: they name the gap. Fill in Policies, Custom Knowledge or the instructions. |
Campaigns
| Symptom | Most likely cause | Fix |
|---|---|---|
| The Next button stays greyed out in the wizard | WhatsApp Business not connected, campaign payment not configured, or a required field is empty | Check Settings, Channels, then complete every field in the step. |
| My campaign did not go out immediately | WhatsApp approval is in progress | Allow 15 to 20 minutes after launch. |
| Many Failed in the statistics | The numbers are not on WhatsApp | Clean your base. Use score-based targeting rather than a raw list. |
| I only reach part of my audience | The WhatsApp daily sending cap | Check Messaging limit in WhatsApp Manager, and spread the campaign out. |
Access and billing
| Symptom | Most likely cause | Fix |
|---|---|---|
| "Restricted access" on the Billing page | You are not the Owner | Ask your organisation's owner to top up. |
| Send Invite is greyed out | Every seat on the plan is in use | Upgrade the plan, or free up a seat. |
What's next?
The questions merchants ask most, with short answers.