Troubleshooting Guide

Possible Causes

• Phone number has not been verified in your account settings
• Monthly SMS limit has been reached for your current plan
• Message content is being filtered by the carrier (spam keywords, links, or special characters)
• Recipient has opted out of receiving messages from your number
• Twilio integration is disconnected or experiencing an outage

Step-by-Step Solution

1. 1Go to Settings > Phone Numbers and confirm your number shows a green 'Verified' badge.
2. 2Check Settings > Billing > Usage to see if you have reached your monthly SMS limit. Upgrade your plan if needed.
3. 3Review the message text for spam trigger words such as 'free', 'urgent', or excessive capitalization. Simplify the message and try again.
4. 4Open the contact record and check whether the recipient has an 'Opted Out' status. If so, the contact must opt back in before you can text them.
5. 5Navigate to Settings > Integrations > Twilio and verify the connection status is 'Active'. If it shows 'Disconnected', click 'Reconnect' and re-enter your credentials.
6. 6Send a test SMS to your own phone number to confirm the system is working.

Possible Causes

• Business phone number is not connected to the system
• Business hours settings are configured incorrectly
• Twilio integration is inactive or credentials have expired
• Missed call text-back feature is turned off in automation settings
• Default text-back message has not been configured

Step-by-Step Solution

1. 1Go to Settings > Phone Numbers and verify your business line is connected. Look for a green 'Connected' indicator next to the number.
2. 2Navigate to Settings > Business Hours and confirm your hours are set correctly. Missed call text-back only triggers during configured business hours.
3. 3Open Settings > Integrations > Twilio and check the connection status. If it reads 'Inactive', click 'Reconnect' and follow the prompts.
4. 4Go to Automations > Missed Call Text-Back and make sure the toggle is switched to 'Active'.
5. 5In the same section, verify you have a default message saved. If the message field is blank, the system will not send anything.
6. 6Test by calling your business number from a different phone and letting it go to voicemail. You should receive a text within 30 seconds.

Possible Causes

• Review sequence timing has not been configured or is set to zero
• Contact record is missing a valid email address or phone number
• Customer has already been sent a review request for a previous job
• The review sequence automation is paused
• Job status was not marked as 'Complete' in the system

Step-by-Step Solution

1. 1Go to Automations > Review Sequences and confirm the sequence is toggled to 'Active'.
2. 2Check the timing settings. The default delay is 2 hours after job completion. If the delay is set to 0 or left blank, no request will be sent.
3. 3Open the customer's contact record and verify they have a valid phone number or email address on file.
4. 4In the contact's activity log, check whether a review request has already been sent. The system prevents duplicate requests within a 90-day window by default.
5. 5Verify the job is marked as 'Complete' in your Jobs dashboard. Review requests only trigger for completed jobs.
6. 6Send a manual test review request from the contact record to confirm the messaging system is working.

Possible Causes

• Stripe connection is disconnected or needs re-authorization
• Credit card on file has expired or been replaced
• Billing address does not match the address on file with your card issuer
• Card issuer is blocking the transaction (insufficient funds, fraud protection, etc.)
• Browser is blocking the payment popup or redirect

Step-by-Step Solution

1. 1Go to Settings > Billing and check whether your payment method shows a red warning icon. If so, click 'Update Payment Method' and re-enter your card details.
2. 2Verify your card has not expired. If it has, add a new card with a valid expiration date.
3. 3Confirm that your billing address matches the address your card issuer has on file. Even small mismatches (e.g., 'St' vs 'Street') can cause declines.
4. 4Contact your bank or card issuer to confirm they are not blocking the charge. Some banks flag recurring SaaS charges as suspicious on the first attempt.
5. 5Try using a different browser or disable your ad blocker, which can sometimes interfere with the Stripe payment window.
6. 6If the issue persists, contact our support team with the error message you see and we will investigate on our end.

Possible Causes

• Incorrect email address or password
• Two-factor authentication code is expired or incorrect
• Browser cache or cookies are causing conflicts
• Account has been locked after too many failed login attempts
• Using an unsupported or outdated browser version

Step-by-Step Solution

1. 1Double-check that you are using the correct email address. If you have multiple emails, try each one.
2. 2Click 'Forgot Password' on the login page and follow the link sent to your email to set a new password. The reset link expires after 24 hours.
3. 3If you have two-factor authentication enabled, make sure you are entering the most recent code from your authenticator app. Codes refresh every 30 seconds.
4. 4Clear your browser's cache and cookies, then close and reopen the browser before trying again.
5. 5Try logging in from an incognito or private browsing window to rule out browser extension conflicts.
6. 6If your account is locked, wait 15 minutes and try again. After three lockout periods, contact support to unlock your account manually.

Possible Causes

• CSV file format does not match the required template
• Required fields (first name, last name, phone) are missing from some rows
• Phone numbers are not formatted correctly (must include country code or 10-digit format)
• File contains duplicate entries that conflict with existing contacts
• File size exceeds the maximum upload limit (10MB or 10,000 rows per import)

Step-by-Step Solution

1. 1Download the official CSV template from Settings > Import Contacts > 'Download Template'. Use this template as your starting point.
2. 2Open your CSV and verify that every row has values in the required columns: first_name, last_name, and phone. Rows missing required fields will be skipped.
3. 3Format all phone numbers as 10 digits with no spaces, dashes, or parentheses (e.g., 5551234567). International numbers should include the country code (e.g., 15551234567).
4. 4Check for and remove duplicate rows in your file before uploading. If a phone number already exists in your contacts, the system will skip or merge based on your duplicate handling setting.
5. 5If your file exceeds 10,000 rows, split it into smaller batches and import each one separately.
6. 6Save the file as UTF-8 encoded CSV. Some spreadsheet applications save in other formats that can cause parsing errors.

Possible Causes

• Automation is paused or set to 'Inactive' status
• Trigger conditions are not being met by the contact's data
• Contact record is missing required fields for the automation to run
• Another automation has already processed the contact and the system is preventing duplicates
• System-wide automation processing is delayed due to high volume

Step-by-Step Solution

1. 1Navigate to Automations and verify the status of the workflow in question. It should show a green 'Active' badge. If it shows 'Paused', click the toggle to reactivate it.
2. 2Review the trigger conditions for the automation. For example, if the trigger is 'New Contact Added' but you are editing an existing contact, the automation will not fire.
3. 3Open the affected contact's record and confirm all required fields are populated. Automations that send SMS require a phone number; email automations require a valid email address.
4. 4Check the contact's activity log to see if they have already been processed by the same automation. Most automations are configured to run once per contact unless set to repeat.
5. 5Look at your Automation Logs (Automations > Logs) for error messages. Common errors include 'Missing phone number', 'Invalid email', or 'Contact opted out'.
6. 6If everything looks correct, wait 10 minutes and check again. During peak hours, automations may experience slight delays in processing.
7. 7Contact support if the issue continues. Include the automation name, the affected contact name, and any error messages from the logs.