Common Issues & Solutions
Troubleshooting for common problems in Cloodot.
Most issues have quick fixes below. If you can't find your answer, email support@cloodot.com.
Account and sign-in
Verification email didn't arrive
- Check your spam folder
- Wait a few minutes — delivery can lag
- Confirm you entered your email correctly
- Request a new verification email
- Email support if it still doesn't arrive
Verification link not working
Links expire after 24 hours. If yours expired:
- Sign in with your email to get a fresh link
- If the link looks broken, paste it directly into your browser instead of clicking
Can't sign in
"Invalid email or password"
- Check caps lock — passwords are case-sensitive
- Check your email for typos
- Reset your password if you've forgotten it
"Account not found"
- Use the same email you signed up with
- If you signed up with Google, click "Continue with Google" instead of typing email and password
Workspace issues
"Organization name already exists"
That name is taken. Try:
- Adding your location or a number
- Using your full business name
- A variation specific to your business
Can't create a workspace
Check these:
- Is your email verified? (Required first)
- Is your workspace name between 3 and 24 characters?
- Refresh and try again
If none of that works, email support.
Channel connections
"Instagram account already integrated"
That account is connected to another workspace. Disconnect it there, or connect a different account.
"No Instagram accounts found"
Instagram connection requires:
- A Business or Creator account (not personal)
- The Instagram account linked to a Facebook Page
- Admin access on that Facebook Page
- Messaging enabled on your Instagram account
"No Facebook pages found"
You need at least one Facebook Page with admin access. Confirm you're logged into the right Facebook account.
"Facebook page already connected"
Each page connects to one workspace only. Disconnect it elsewhere first.
"All Facebook pages are already connected"
Every available page is already connected to this workspace. Create new Facebook Pages to connect more.
"Failed to verify PIN"
This is the 6-digit two-step verification PIN. Enter it carefully. If you haven't set one up, the PIN you enter becomes your PIN.
"No eligible phone numbers found"
For coexistence mode (using the number on both the WhatsApp Business App and Cloodot):
- The number must have been active on WhatsApp Business App for at least 7 days
- Coexistence must be enabled in your Meta Business settings
- Your phone must be set up for Cloud API
Meta support can help enable coexistence if it's not working.
"Payment method required"
Add a valid card in Meta Business Suite and make sure billing is enabled — WhatsApp Business API requires it.
Messages not sending
Check, in order:
- Is your payment method valid and active in Meta Business Suite?
- Is your WhatsApp Business account in good standing?
- Are you using approved message templates for the conversation type?
- Is your phone number properly registered?
WebChat
Widget not showing on your website
- Place the embed code right before
</body> - Confirm your site allows JavaScript
- Clear your cache and refresh
- Check the browser console for JavaScript errors
- Confirm your site isn't blocking external scripts
Messages not reaching Cloodot
- Confirm the embed code is complete
- Check that the WebChat channel is still connected in your settings
- Disconnect and reconnect the channel
Messages and conversations
Messages not appearing
Wait a minute for sync. If they're still missing:
- Check that your channel is still connected (Settings → Channels)
- Refresh the page
- Look for connection error indicators
Can't send messages
- Confirm the channel is still connected
- For WhatsApp, confirm your payment method is active in Meta Business Suite
- Refresh the page
- Check your internet connection
Can't see conversation history
- Check your filters — one might be hiding conversations
- Look in the archive
- Confirm you have permission to view conversations (ask your workspace admin)
Performance
Loading slowly
- Check your internet connection (are other sites slow too?)
- Clear your browser cache
- Try a different browser
- Disable browser extensions temporarily
Browser issues
- Update your browser
- Clear cache and cookies
- Test in a different browser (Chrome, Firefox, Safari, Edge)
- Confirm JavaScript is enabled
Still stuck?
Email support@cloodot.com. Include:
- What you're trying to do
- What's happening instead (screenshots help)
- Any error messages
- What you've already tried
We'll get back to you as quickly as we can.
Keep things running smoothly
- Keep your email verified — Required for account recovery
- Use a strong password — Or stick with Google sign-in
- Check your channel connections periodically — Connections can drop
- Keep your WhatsApp payment method current — Messages won't send without it
- Clear your browser cache occasionally — Fixes odd glitches
- Use a modern browser — Chrome, Firefox, Safari, or Edge, kept up to date
Not covered here? Email support@cloodot.com.