FAQ & Troubleshooting

FAQ & Troubleshooting

Common Issues

"Core is unavailable — creating and starting campaigns is temporarily disabled"

A banner appears at the top of the page when the core SMS dispatch service is unreachable.

What it means: The backend engine that dispatches messages is not responding. This is a temporary infrastructure issue.

What to do:

1. Wait a few minutes and check the Diagnostics page (Core API status).
2. If the issue persists for more than 10 minutes, contact your system administrator.
3. Do not attempt to create or start campaigns — they will fail immediately.

What is preserved: All existing campaigns and their data are safe. Active campaigns that were running when core went down will resume automatically when core recovers.

"The service is not responding. Please try again later"

This error appears on individual API calls (e.g. loading the campaign list or submitting a new campaign).

What to do: Wait 30–60 seconds and refresh the page. If the error persists, check the Diagnostics page.

My campaign is stuck in "New" status

If a campaign remains in status New for more than a few minutes after creation:

1. Check the Moderation queue — it is waiting for a moderator to approve it.
2. A moderator needs to click Accept before the campaign can start.

There is no automatic timeout for campaigns in the moderation queue.

My campaign was approved but hasn't started

If auto-start was enabled: The campaign will start according to its mode and schedule. For OnTime, check that the scheduled start time has passed. For Pending status, the campaign is waiting for its start time.

If auto-start was disabled: You need to manually start the campaign. Find it in the Campaigns list (status New, with a blue Start button) and click Start.

File upload failed

If a recipient file fails to upload during campaign creation:

1. The failed file shows an error badge in the upload area.
2. Click the × on the failed file to remove it.
3. Re-upload the file.

Common causes:

• File exceeds 50 MB (client-side limit for the wizard UI)
• File format is not .txt or .csv
• Network interruption during upload

The 50 MB limit applies to the browser wizard. Direct API callers can upload up to 1 GB.

"Invalid email or password"

Double-check your email address and password. Passwords are case-sensitive. If you have forgotten your password, contact your administrator to request a password reset.

"Too many login attempts. Try again in a minute"

After several failed login attempts, the system temporarily blocks login from your browser. Wait one minute and try again.

I can't see the "New Campaign" button

The New Campaign button is visible only to Author, Admin, and Super Admin roles. Moderators cannot create campaigns.

If you believe you should have the Author role, contact your workspace administrator to update your membership.

My export download shows "Expired"

Exports have a short expiry time after they are generated. Click Create export again to generate a fresh export and download it promptly.

Campaign detail shows wrong delivery numbers

The delivery counters (Sent, Errors) in the campaign detail are sourced from the core service in real-time. During an active campaign they update approximately every 30–60 seconds.

If numbers seem stale after the campaign has finished, wait a few minutes and refresh the page — the final sync may be in progress.

Error Messages Reference

Getting Help

If you encounter an issue not covered here:

1. Check the Diagnostics page for system health status.
2. Contact your workspace Admin for membership and access issues.
3. Contact your system administrator for infrastructure issues (core down, database errors).

Next Steps

• Overview Dashboard — monitor system health from the dashboard
• Monitoring & Diagnostics — in-depth diagnostics and monitoring