# Troubleshooting > The most common problems, grouped by area, with the first thing to check for each. - Source: https://support.unifunl.io/en/help/faq/troubleshooting - Category: FAQ (`faq`) - Language: en - Updated: 2026-08-22 --- 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 | | The agent quotes the wrong price | An **Out of date** badge — the local data is stale | Resync the product or the whole catalogue.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. | See [Services mode overview](https://support.unifunl.io/en/help/services-reservations/services-mode-overview). ## 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. | ![The restricted-access message shown to Admin and Member roles on the Billing page.](https://support.unifunl.io/help/screenshots/15-billing-restricted.png) > **Still stuck?** Open a ticket and include the page concerned, what you expected, what happened, and a screenshot — remembering to mask your customers' data. ## What's next? The questions merchants ask most, with short answers. [FAQ](https://support.unifunl.io/en/help/faq/faq) ## Related articles - [FAQ](https://support.unifunl.io/en/help/faq/faq.md): The questions merchants ask most, answered briefly, with a link to the full article for each. - [Glossary](https://support.unifunl.io/en/help/faq/glossary.md): Every term you will meet in the dashboard, and what it actually means. - [Messaging channels](https://support.unifunl.io/en/help/channels-integrations/messaging-channels.md): Connect WhatsApp, Messenger, Instagram, TikTok and the web widget so every conversation lands in one inbox.