Common Issues

Quick solutions to frequently encountered problems.

Account Issues

Account Shows ERROR Status

Causes:

• Invalid credentials
• 2FA verification failed
• Language/region settings incorrect

Solutions:

1. Verify email and password
2. Check 2FA secret is correct
3. Ensure language is English (US)
4. Ensure region is United States

More account troubleshooting →

Account Banned

Causes:

• Sending volume too high
• Spam reports from recipients
• Facebook detected automation

Solutions:

1. Remove banned account
2. Review sending practices
3. Use lower limits on remaining accounts

Campaign Issues

Messages Not Sending

Causes:

• Account in error state
• Campaign paused
• Outside active hours

Solutions:

1. Check account status
2. Verify campaign is active
3. Confirm current time is in active hours

More campaign troubleshooting →

Low Delivery Rate

Causes:

• Invalid leads
• Account rate limited
• Leads have messaging disabled

Solutions:

1. Refresh lead collection
2. Reduce daily limits
3. Test with fresh collection

Unibox Issues

Missing Conversations

Causes:

• Conversations not synced yet
• Filter applied

Solutions:

1. Wait for sync
2. Clear filters
3. Refresh page

Can't Send Reply

Causes:

• Account is rate limited
• Account in error state

Solutions:

1. Check account status
2. Wait for rate limit to clear
3. Try again later

Lead Issues

Scraping Stuck

Causes:

• Account issue
• Facebook rate limiting
• Source has no matches

Solutions:

1. Check scraping account status
2. Wait and retry
3. Try different search criteria

Import Failed

Causes:

• Invalid file format
• Data formatting issues

Solutions:

1. Verify CSV format
2. Check ID format
3. Re-export and try again

Getting Help

Live Chat

Contact support via live chat:

• Available 09:00 - 17:00 UTC
• Messages received outside hours answered next day

Information to Provide

When contacting support:

• Account email
• Description of issue
• Screenshots if applicable
• Steps to reproduce