Common Issues and Quick Solutions

Running into problems? Don’t worry. This guide covers the most common issues users face and how to resolve them quickly.

Where to Start

First, identify which type of problem is occurring:

• Problems with links and redirection
• Problems with groups and slots
• Problems with metrics and reports
• Problems with account and payment
• Configuration problems
• Lost access to the Dashboard: see the lost access guide

Choose the category below to find your solution.

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Link and Redirection Problems

My link is not working - What to do?

Possible causes:

1. Group link expired or was revoked

• In Dashboard, check if the group link is still working
• Click the link icon next to group to test
• If error message appears, create new group with new link

2. Redirector deactivated or deleted

• Check redirector status in list
• If “Inactive”, click to activate again
• If deleted, restore from trash (valid for 30 days)

3. Temporary technical problem

• Try waiting 1-2 minutes and testing again
• Click link in new browser tab/incognito
• If it persists, contact support

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System redirects to full group

Cause: System calculates occupancy based on previous clicks, but people may have left group since then.

Immediate solutions:

1. If you know how many people left the group:

• Adjust number of “slots filled” manually
• Click “Update” to save changes

2. To avoid in future:

• Activate “Automatic participant update” (Scale plan)
• System counts members in real time

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My redirect page does not appear

Possible causes:

1. Message not configured yet

• In redirector settings, configure message that should appear
• Choose text up to 64 characters

2. Contingency page not configured

• If your groups are full, configure contingency page
• Choose where lead should be redirected

3. Configuration not saved

• Check if you clicked “Update” and success message appeared
• Try saving again

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Group and Slot Problems

Cannot add more slots - limit reached

Cause: Limit of 1024 slots per group is native to WhatsApp.

Solution:

• For Pro plan: Configure limits of 100-500 slots per group for better engagement and avoid problems
• For Scale plan: Use limit of 1024 slots and activate automatic update for constant monitoring

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Invite links not working

Possible causes:

1. Link expired (group deleted or link revoked)

• Copy new invite link from group in WhatsApp
• Paste in system and create new group

2. Link in wrong format

• WhatsApp uses three acceptable formats:
• https://chat.whatsapp.com/XXXXXXXX
• https://wa.me/XXXXXXXX
• https://api.whatsapp.com/XXXXXXXX
• Make sure You’re using one of these three

3. Link shared incorrectly

• Test link clicking directly in WhatsApp
• If not working, create new invite link

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Don’t Know How Many Slots Are Filled

Quick solutions:

1. Manual count:

• Access group in WhatsApp
• Count members in list
• Update in system

2. Automatic update (Scale):

• Activate “Automatic participant update”
• Syncs in real time without manual effort

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Groups Fill Very Fast

Solutions:

1. Add more groups before scaling traffic
2. Use sequential distribution mode to create scarcity
3. Create backup groups as contingency
4. Configure automatic alerts to notify when occupation passes 80%

Prevention: Always have 50% more capacity than expected traffic volume.

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Metric and Report Problems

My Conversion CTR Is Much Lower Than Ad CTR

What it means: CTR = conversion rate; Ad CTR = ad click rate

Example: Ad CTR 20% but Conversion CTR 5%

Possible causes:

1. Low quality traffic

• People click ads but not interested in offer
• Solution: Adjust audience targeting for more qualified leads

2. Redirect message not clear

• Improve copy to make benefit more evident
• Add urgency or scarcity

3. Temporary technical problem

• Check if groups not full (adjust slots manually if necessary)
• Test link in new tab to confirm functioning

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Can’t See My Reports or Charts

Cause:

1. Pro plan does not include advanced reports

• Basic reports available starting from Pro plan
• Upgrade to Scale to see churn reports and real-time analysis

2. System updating data

• Reports have small delay (may be up to few minutes)
• Wait and try again

3. Browser cache

• Clear cache or open in incognito
• Reload page

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System Shows Groups Occupied But Have Slots

Cause: Slot count is outdated

Immediate solutions:

1. Manual adjustment:

• Go to the groups section
• Update real number of filled slots
• Click “Update”

2. To avoid in future:

• Activate automatic participant update in Scale plan
• System counts members in real time

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Account and Payment Problems

My Account Was Blocked or Suspended

Possible causes:

1. Plan limit exceeded

• Check your current plan and click usage
• System sends alerts when reaching 50%, 70%, 90% of limit
• Reaching 100% = temporary block

Solution:

• Upgrade to plan with more clicks (Pro or Scale)

2. Billing problem

• If paid plan, check if payment processed
• Contact your bank
• Update payment method

3. Suspicious activity

• System may detect unusual activity (ex: duplicate clicks)
• Contact support to investigate

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Cannot Access My Account - Password Rejected

Solutions:

1. Forgot password:

• Click “Forgot password” on login screen
• Enter your email
• Follow instructions in reset email

2. Email not receiving message:

• Check spam/trash folder
• Make sure email is correct

3. Account blocked:

• Contact support via email for manual unblock

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Payment Processed But Plan Not Updated

Causes:

1. Processing delay

• May take up to 30 minutes to update
• Wait and try again

2. Payment error

• Check card statement if payment was actually processed
• If not, try again

3. System error

• Contact support to resolve

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My Invoice or Fiscal Note Not Appearing

Solutions:

1. Wait processing

• May take 1-2 business days for invoice and fiscal note to be generated
• If still not appearing after 2 days, contact

2. Check address and CPF/CNPJ

• If problems in data, fiscal note may not be processed
• Update your registration data in settings

3. Problem with fiscal emission

• Contact support to review emission

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Account Deletion Problems

I requested account deletion but want to cancel

Solution: Simply log in to your account. The system automatically cancels the scheduled deletion when you sign in. You can also click Restore account in settings.

Tip: You have 30 days to change your mind. After that period, deletion is permanent.

I can’t delete my account

Possible causes:

1. Active subscription — You need to cancel your plan before deleting the account
2. Password error — Make sure you are typing the correct password
3. Social login — If you use Google or Facebook, you don’t need a password to delete

For more details, see the account and data deletion guide.

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Social Login Problems (Google or Facebook)

The Google or Facebook button doesn’t appear

Solutions:

1. Refresh the page and try again
2. Clear your browser cache
3. Try another browser

I signed in with Google/Facebook but created a new account

Cause: The email on your social account is different from the email used in your existing account.

Solution: Sign in with email and password on the original account. If you don’t remember the password, use “Forgot password”.

For more information, see Login with Google and Facebook.

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Configuration Problems

Cannot Configure Trackers

Causes:

1. Pro plan does not support advanced trackers

• Trackers (Facebook Pixel, Google Analytics) available in Pro plan
• Upgrade to enable

2. Invalid tracker IDs

• Check correct formats:
• Facebook Pixel: generally starts with 16-20 digits
• Google Analytics: G-XXXXXXXXXXXXX or UA-XXXXXXXXX-X
• Go to the Facebook/Google Dashboard to confirm IDs

3. Configuration not saving

• Check if you clicked “Update”
• If problem persists, try again or contact

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Cannot Access Certain Configuration

Causes:

1. Feature blocked in current plan

• Check current plan in “Settings” > “Plans”
• Compare with feature comparison table
• Upgrade to plan that includes desired feature

2. Section not visible

• Scroll page down
• Section may be hidden
• If not appearing, may not be enabled in plan

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Distribution Mode Not Working as Expected

Possible causes:

1. Chose wrong mode for objectives

• Random: Balances groups, for long-term launches
• Sequential: Creates urgency, for short launches
• Balancing: For when have multiple managers of similar size

2. Groups pre-filled unequally

• If one group already has 250 members and another only 50, algorithm may not work as expected
• Clean or adjust groups for balanced base

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Automatic Update Problems (Scale)

Automatic Update Not Working

Checks:

1. Feature active?

• In redirector settings, check that “Automatic update” key is on
• Click “Update” if necessary

2. Error in group

• Some groups may not be accessible by API (ex: deleted)
• Check if group link is working
• Remove problematic groups and replace

3. Processing delay

• Update is not instant - may take minutes or hours to sync
• Wait and try again

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When to Contact Support

If after trying all solutions above problem persists:

Via Email Support

• Fast: Send an email
• Hours: Mon-Fri 9h-18h (Brazil time)

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Via Email

Use your Dashboard to send support email with:

• Complete problem description
• Screenshots if possible
• Redirector or group number affected
• When problem started

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Before contacting support

• Try all solutions above
• Confirm your current plan
• If possible, test in different browser

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General Troubleshooting Tips

1. Clear Cache and Cookies

Many temporary problems are resolved clearing cache or opening in incognito.

2. Try Different Device/Browser

If problem persists in one, test in another to isolate if it’s device problem.

3. Update to Recent Versions

System occasionally has updates that resolve known problems.

4. Check Plan Limits

Many problems are caused by features blocked in current plan.

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Solution Checklist

Before contacting support, verify:

• Tried solutions listed above for my specific problem
• Cleared cache and cookies or tried in incognito
• Tested in different device/browser
• Confirmed my account is active and current plan
• Verified relevant settings are correct
• Waited reasonable time (may be processing delays)

If all checks pass, contact and include:

• Problem description
• When started
• What already tried
• Screenshots if possible

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Problem Not Listed?

If you found a problem that is not documented here:

1. First, check relevant section above if there is solution
2. Second, try restarting session: logout and login again
3. Third, contact support

Our team is ready to help you solve any problem as quickly as possible.

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