Troubleshoot messaging and automation issues
Investigate the existing message or execution first. Keep the workspace, timestamp, destination, request/batch/reference ID, provider ID, error code, and relevant webhook outcome. Remove credentials, signing secrets, OTPs, and unnecessary customer details before sharing diagnostics.
A campaign or batch stays queued
Provider pacing can be normal, especially for a connected WhatsApp number. Check whether pending counts move, the sender remains connected/active, and funds or allowance are available.
If nothing progresses, the deployment may need its background worker restored. Queuing from the web process alone cannot prepare and deliver campaigns; an administrator should check the worker and queues rather than repeatedly relaunching the same campaign.
WhatsApp disconnected
Open WhatsApp on the phone and verify normal sending, network access, and Linked devices. Resolve restrictions/bans before reconnecting in Convert. Use a fresh QR or the offered pairing-code flow when the session cannot recover.
Email or SMS rejected
Email: check domain readiness, active sender, confirmations, subject, destination format, and recipient suppression. SMS: check effective Sender ID approval, phone format, purpose, funds, and route restrictions.
Read the exact error code, then follow errors. A new key does not repair an invalid recipient or missing sender.
API request timed out
Retry the same request with the original key. Do not create a new request merely because your client did not receive the response. If provider acceptance is uncertain, inspect the existing send and receipts before authorizing a replacement.
Webhooks missing or signature invalid
Check endpoint activity and subscriptions, public reachability, TLS/ingress, and response codes. Return 2xx promptly after durable acceptance. Verify HMAC over raw bytes with the endpoint secret; parsed/reformatted JSON will not match.
Allow retries and deduplicate processing. Missing or repeated events should not cause duplicate order updates, charges, or customer notifications in your application.
Automation does not start or remains waiting
Check published active state, exact event name, contact identifier, primary-list restriction, entry/re-entry rules, purpose, and eligibility. A successful event-intake 202 means received/queued, not that every workflow matched.
Inspect the current step: a delay/event wait can be intentional; a pause may hold runs; an outcome may lack a connection. Simulation reads real contact values after simulated updates, so its later decisions can differ from a live mutated contact.
SMTP returned 451
Read the receipt outcome. Known temporary throttle/quota rejection can be retried after capacity recovers; uncertain/processing acceptance must be reconciled before another dispatch. Do not assume every 451 is permission to recreate the message.
Next: use the go-live checklist and idempotency guidance.
No credential is needed in a support screenshot. Hide API keys, SMTP passwords, signing secrets, and full customer payloads before sharing.