Troubleshooting

Billing and access

Symptom: the app keeps asking you to complete billing, or a phone action fails.

An incomplete checkout can leave billing prompts in place. Refresh the page after a minute. If the account still loops back to billing, contact support.

Wallet blocks are separate from the subscription. Sending SMS fails with an insufficient wallet funds message, and buying numbers needs funds first. Fix both by adding funds or setting up auto-recharge on the Billing screen. See Billing and wallet for how top-ups and auto-recharge work.

Phone setup blocked

Symptom: you cannot buy a number or submit for SMS approval.

The usual causes are missing billing, missing wallet funds, an incomplete business profile, or a pending Trust Center or A2P status. Fix billing and wallet issues first, then go to Settings, then Telephony. Check the Trust Center tab, run the A2P wizard, and look at the compliance status shown on your numbers.

If a campaign is rejected, it shows you what failed. The review checks your opt-in page, your message flow, and your legal links. Fix the public page and resubmit.

SMS not sending

Symptom: your number is approved but a message never arrives.

Suppression is real and by design. SMS to a number that is invalid or opted out is suppressed. Per-contact, per-channel consent applies, and do-not-disturb silences a channel for a contact.

Fix: open the inbox conversation and check the contact's channel consent and the phone number on the conversation.

Form not submitting

Symptom: a visitor fills in the form but nothing arrives in the CRM.

The usual causes are required fields left empty or the site not being published. Fix: test from the public page, then check the form's required fields in the Sites area.

Site or domain issues

Symptom: the domain loads the wrong page, nothing, or an old version.

Check two things. First, that the domain points at the right hosted page: go to Settings, then Domains / Subdomains. Second, that the published page is the one you linked. Drafts do not serve traffic. A page's verification state tells you if the live version passed its checks.

Channel setup

Symptom: the inbox stays quiet for one channel while others work.

Messaging channels each need their own setup. WhatsApp connects through your Meta assets during onboarding and shows its connection state in the app. Email sending is configured in Settings. If a channel was never set up, the inbox stays quiet for that channel.