Troubleshooting

Common issues and how to fix them.

WhatsApp Issues

Messages not being received

Symptoms: Customers message your WhatsApp but nothing appears in the dashboard.

Solutions:

1. Check webhook configuration
2. Go to Meta App → WhatsApp → Configuration
3. Verify Callback URL: https://krabi.yourads.io/whatsapp/webhook

4. Ensure messages is subscribed

5. Check access token

6. Tokens expire if temporary

7. Generate a permanent token via System Users

8. Check phone number status

9. In Meta App → WhatsApp → Phone Numbers
10. Status should be "Connected"

Messages received but no response

Symptoms: Messages appear in dashboard but AI doesn't respond.

Solutions:

1. Check you have bikes
2. AI can't help if inventory is empty

3. Add at least one bike

4. Check LLM settings

5. Go to Settings → LLM Model

6. Ensure a model is selected

7. Check API keys

8. OpenRouter API key may be invalid
9. Contact support if unsure

"Message failed to send"

Symptoms: AI generates response but customer doesn't receive it.

Solutions:

1. Check access token permissions

2. Token needs whatsapp_business_messaging

3. Check 24-hour window

4. You can only message customers who messaged you in last 24 hours
5. For older conversations, you need message templates

---

Telegram Issues

Bot not responding

Symptoms: You message the bot but get no response.

Solutions:

1. Verify bot token
2. Go to Settings
3. Re-enter the token from BotFather

4. Save and try again

5. Restart the connection

6. Remove the token
7. Save
8. Add the token again
9. Click /start in Telegram

Staff not receiving notifications

Symptoms: Staff say they're not getting booking alerts.

Solutions:

1. Check staff is approved
2. Go to Staff in dashboard

3. Verify status is "Active"

4. Staff should /start again

5. Have them message /start to the bot

6. This re-registers them

7. Check role permissions

8. Delivery staff get delivery notifications
9. Make sure role is correct

Can't find invite link

Solutions:

1. In Telegram: Send /invite to your bot
2. In Dashboard: Go to Staff → Copy Invite Link

---

Booking Issues

Bookings stuck in "Pending"

Symptoms: Bookings don't progress to Confirmed.

Solutions:

1. Complete the booking flow

2. Customer needs to provide: dates, location, ID

3. Check ID verification

4. If ID verification is enabled, it may be pending review

Wrong prices shown

Symptoms: AI quotes different prices than expected.

Solutions:

1. Check bike pricing
2. Go to Bikes

3. Verify daily prices are correct

4. Check currency setting

5. Settings → Currency

---

Dashboard Issues

Can't log in

Solutions:

1. Reset password
2. Click "Forgot Password" on login page

3. Check email for reset link

4. Check username

5. Username is case-sensitive
6. Try your email address

Page won't load

Solutions:

1. Clear browser cache

2. Try incognito/private mode

3. Check internet connection

4. Try a different network

---

Still Need Help?

Contact support:

• Email: support@yourads.io
• Include:
• Your business name
• Description of the issue
• Screenshots if possible