Common Issues & Solutions

This guide covers common issues and their solutions. If you can't find a solution here, contact support at support@cloodot.com.

Account & Authentication

Email Verification Issues

Problem: Didn't receive verification email

Solutions:

• Check your spam or junk mail folder
• Wait a few minutes - emails can take time to arrive
• Verify you entered the correct email address
• Request a new verification email
• Contact support if the issue persists

Problem: Verification link expired

Solutions:

• Request a new verification email
• Verification links expire after 24 hours
• Contact support to manually verify your account if needed

Problem: Verification link not working

Solutions:

• Make sure you're clicking the link within 24 hours
• Try copying and pasting the link directly into your browser
• Clear your browser cache and cookies
• Use the same browser you used to sign up

Sign In Problems

Problem: "Invalid email or password"

Solutions:

• Double-check your email and password
• Remember passwords are case-sensitive
• Try resetting your password
• Ensure Caps Lock is not enabled

Problem: "Account not found"

Solutions:

• Verify you're using the correct email address
• If you signed up with Google, use the Google sign-in option
• Check if you verified your email address

Workspace Issues

Workspace Creation

Problem: "Organization name already exists"

Solutions:

• Choose a different workspace name
• Add your company name or a unique identifier
• Use abbreviations or variations
• Workspace names must be unique across all Cloodot accounts

Problem: Can't create workspace

Solutions:

• Ensure you've verified your email address
• Check that your workspace name meets requirements (3-24 characters)
• Try refreshing the page
• Clear your browser cache
• Contact support if the issue persists

Channel Connection Issues

Instagram Connection

Problem: "Instagram account already integrated"

Solutions:

• The Instagram account is already connected to another workspace
• Disconnect it from the other workspace first
• Or use a different Instagram account

Problem: "No Instagram accounts found"

Solutions:

• Ensure your Instagram account is a Business or Creator account
• Verify your Instagram is connected to a Facebook Page
• Make sure you're using the correct Facebook account with admin access
• Check that your Instagram account has messaging enabled

Facebook Connection

Problem: "No Facebook pages found"

Solutions:

• Create a Facebook Page first if you don't have one
• Ensure you have admin access to the Pages
• Verify that messaging is enabled on your Pages
• Make sure you're using the correct Facebook account

Problem: "Facebook page already connected"

Solutions:

• The page is already connected to this or another workspace
• You cannot connect the same page twice
• Disconnect it from the other workspace first if needed
• Or connect a different page

Problem: "All Facebook pages are already connected"

Solutions:

• You've already connected all available pages
• Create new Facebook Pages if you need to connect more
• Or disconnect existing pages and reconnect different ones

WhatsApp Connection

Problem: "Failed to verify PIN"

Solutions:

• Make sure you're using the correct two-step verification PIN
• If you don't have one set up, the PIN you enter will create it
• Ensure you enter all 6 digits correctly
• Try again after a few minutes

Problem: "No eligible phone numbers found" (Coexistence Mode)

Solutions:

• Ensure your phone number has been active on WhatsApp Business App for at least 7 days
• Verify coexistence is enabled in your Meta Business settings
• Make sure your phone is configured for Cloud API
• Contact Meta support to enable coexistence if needed

Problem: "Payment method required"

Solutions:

• Add a payment method in Meta Business Suite
• Ensure your payment method is valid and active
• Check that your payment method is accepted by Meta
• Verify your Meta Business account has billing enabled

Problem: Messages not sending

Solutions:

• Verify your payment method is set up and valid
• Check that your WhatsApp Business account is active
• Ensure you're using approved message templates (if required)
• Check Meta Business Suite for any account restrictions
• Verify your phone number is properly registered

WebChat Issues

Problem: Widget not appearing on website

Solutions:

• Verify the embed code is correctly placed before the closing </body> tag
• Check that your website allows JavaScript execution
• Clear your browser cache and refresh the page
• Check browser console for any JavaScript errors
• Ensure your website isn't blocking the Cloodot domain

Problem: Messages not appearing in Cloodot

Solutions:

• Verify the embed code is correct and complete
• Check your internet connection
• Ensure WebChat channel is still connected in Cloodot
• Check browser console for errors
• Try disconnecting and reconnecting the WebChat channel

Message & Conversation Issues

Messages Not Appearing

Problem: Messages from connected channels aren't showing up

Solutions:

• Wait a few minutes for messages to sync
• Check that your channels are still connected
• Refresh your Cloodot dashboard
• Verify the channel is active in channel settings
• Check if there are any connection errors

Problem: Can't send messages

Solutions:

• Verify the channel is still connected
• Check your internet connection
• Ensure you have permission to send messages
• For WhatsApp: Verify payment method is set up
• Try refreshing the page

Conversation History

Problem: Can't see conversation history

Solutions:

• Check your filters - you might have filters applied
• Verify you have access to view conversations
• Try refreshing the page
• Check if conversations are archived

Performance Issues

Slow Loading

Problem: Cloodot is loading slowly

Solutions:

• Check your internet connection
• Clear your browser cache and cookies
• Try using a different browser
• Disable browser extensions that might interfere
• Check if other websites are loading slowly (might be your connection)

Browser Issues

Problem: Features not working in browser

Solutions:

• Update your browser to the latest version
• Clear browser cache and cookies
• Disable browser extensions
• Try using a different browser
• Enable JavaScript if it's disabled

Getting Additional Help

If you've tried the solutions above and still need help:

1. Contact Support: Email support@cloodot.com
2. Include Details:
   • Describe the problem in detail
   • Include any error messages you see
   • Mention what you've already tried
   • Provide screenshots if possible
3. Check Status: Visit our status page to see if there are any known issues

Prevention Tips

To avoid common issues:

• ✅ Keep your email verified: Always verify your email address
• ✅ Use strong passwords: Protect your account with a secure password
• ✅ Keep channels connected: Regularly check that your channels are still connected
• ✅ Update payment methods: Keep payment methods current for WhatsApp
• ✅ Clear cache regularly: Clear browser cache periodically for best performance
• ✅ Use supported browsers: Use the latest versions of Chrome, Firefox, Safari, or Edge

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Still need help? Contact support at support@cloodot.com.