Troubleshooting Onboarding
Encountering an issue during onboarding? This guide covers common problems and their solutions.
Brand Registration Issues
"Validation Error" Messages
Problem: Form validation errors when submitting brand information.
Solutions:
- Check that all required fields are filled
- Verify phone number format is correct
- Ensure EIN/Tax ID matches the required format (XX-XXXXXXX)
- Make sure website URL is a valid URL format
- Check that address fields are complete
If issues persist: Contact support with the specific error message you're seeing.
Brand Submission Fails
Problem: Brand form submission fails with an error.
Solutions:
- Check your internet connection
- Try refreshing the page and submitting again
- Clear your browser cache and cookies
- Try a different browser
- Check that you're signed in to your account
If issues persist: Your brand data may be saved. Check your dashboard to see if the brand was created, or contact support.
Campaign Creation Issues
EchoCode Already Taken
Problem: The EchoCode you want is already in use.
Solutions:
- Try a variation of your desired code (e.g., "JOIN" → "JOINUS" or "JOINNOW")
- Use your brand name or a relevant keyword
- Add numbers or abbreviations (e.g., "JOIN2024")
- Try a completely different relevant word
Tip: The system checks availability in real-time, so you'll know immediately if a code is available.
EchoCode is Protected
Problem: Your EchoCode is a reserved word (like "STOP" or "HELP").
Solutions:
- Choose a different code
- These words are reserved for compliance reasons
- Try a variation that's not reserved
Campaign Description Too Short
Problem: Campaign description must be at least 40 characters.
Solutions:
- Add more detail about your use case
- Explain what types of messages you'll send
- Describe your target audience
- Include specific examples
Example: Instead of "Marketing messages", try "This campaign sends promotional messages and special offers to customers who have opted in via our website or in-store signage."
Sample Messages Too Short
Problem: Sample messages must be at least 20 characters.
Solutions:
- Write complete, realistic message examples
- Include the actual content you'll send
- Make messages specific to your use case
Note: Your company name and opt-out language are automatically added, so your message content can be shorter than the final message.
Campaign Submission Fails
Problem: Campaign form submission fails.
Solutions:
- Check that all required fields are filled
- Verify character counts meet minimum requirements
- Ensure you've checked the terms and conditions checkbox
- Try refreshing and submitting again
If issues persist: Contact support. Your campaign data may be partially saved.
Subscription Setup Issues
"Could not get user session" Error
Problem: Authentication error when accessing subscription page.
Solutions:
- Sign out and sign back in
- Clear your browser cookies
- Try a different browser
- Check that cookies are enabled
If issues persist: Contact support for assistance.
"Unable to access customer record" Error
Problem: Error creating or retrieving customer information.
Solutions:
- This is usually a temporary issue
- Try refreshing the page
- Wait a few minutes and try again
- Contact support if the issue continues
Payment Method Declined
Problem: Your credit card or bank account is declined.
Solutions:
- Verify your payment information is correct
- Check that your card has sufficient funds
- Try a different payment method
- Contact your bank to ensure the card is active
- Check for any restrictions on your account
Payment Setup Times Out
Problem: Payment setup page doesn't load or times out.
Solutions:
- Check your internet connection
- Try refreshing the page
- Clear your browser cache
- Try a different browser
- Disable browser extensions temporarily
If issues persist: Contact support. You may need to restart the subscription setup process.
"Subscription Not Active" After Payment
Problem: You completed payment but see "Subscription Not Active" message.
Solutions:
- Wait a few minutes for the system to process
- Refresh your dashboard
- Check your email for confirmation
- Verify payment was successful in your bank/card statement
If issues persist: Contact support with your payment confirmation details.
Publishing and Approval Issues
"Brand setup is in progress" Message
Problem: You see this message after completing subscription setup.
What it means: Your brand is still being registered with external services (TCR and PUC partner).
What to do:
- This is normal and happens automatically
- You don't need to do anything
- Our support team is automatically notified
- You'll be notified when brand setup is complete
- Campaign publishing will begin automatically once brand setup completes
Timeline: Brand setup typically completes within a few hours, but can take up to 24 hours.
"Failed to publish campaign" Message
Problem: Campaign publishing encountered an error.
What it means: There was an issue publishing your campaign to TCR or PUC partner.
What to do:
- Don't worry - our support team is automatically notified
- Your campaign is still saved in the system
- Support will investigate and resolve the issue
- You'll be notified when the issue is resolved
- You can continue using the dashboard while we fix it
Common causes:
- Brand registration not yet complete
- Temporary service outage
- Data validation issue
Campaign Approval Taking Longer Than Expected
Problem: Campaign approval is taking more than 5 business days.
What to do:
- Check your dashboard for status updates
- Check your email for any notifications
- Contact support to check on status
- Verify all campaign information is complete and accurate
Possible reasons:
- High volume of submissions
- Additional information requested by carriers
- Compliance review requiring clarification
General Issues
Page Won't Load
Problem: Pages are slow to load or won't load at all.
Solutions:
- Check your internet connection
- Try refreshing the page
- Clear your browser cache
- Try a different browser
- Disable browser extensions
- Check if the site is down (status page)
Form Data Lost
Problem: Form data is lost when navigating or refreshing.
Solutions:
- Forms don't auto-save, so fill them out in one session
- Copy important information before navigating away
- Use browser's back button carefully
- Consider filling out forms in a separate document first, then copy-paste
Can't Access Dashboard
Problem: Can't access your dashboard or see your campaigns.
Solutions:
- Verify you're signed in
- Check that you have the correct permissions
- Try signing out and back in
- Clear browser cache and cookies
- Contact support if the issue persists
Error Messages Not Clear
Problem: Error messages are confusing or unclear.
Solutions:
- Take a screenshot of the error
- Note what you were doing when it occurred
- Contact support with the error details
- Check our documentation for similar issues
Getting Additional Help
When to Contact Support
Contact support if you:
- Encounter errors that aren't resolved by troubleshooting
- See messages indicating support has been notified
- Have questions about the onboarding process
- Need clarification on requirements
- Experience technical issues that prevent progress
How to Contact Support
- Email: [email protected]
- Dashboard: Use the support link in your dashboard
- Documentation: Check our documentation for answers
Information to Provide
When contacting support, include:
- Your account email
- The step you're on (Brand Registration, Campaign Creation, Subscription Setup)
- The specific error message or issue
- What you were trying to do
- Screenshots if possible
- Browser and device information
Prevention Tips
Before Starting
- Gather Information: Have all required information ready
- Check Requirements: Review what's needed for each step
- Stable Connection: Use a stable internet connection
- Current Browser: Use an up-to-date browser
During Onboarding
- Complete in One Session: Try to complete each step in one session
- Save Progress: Copy important information before submitting
- Read Messages: Pay attention to success and error messages
- Don't Rush: Take time to ensure information is accurate
After Submission
- Check Dashboard: Verify information was saved correctly
- Monitor Status: Check your dashboard for status updates
- Read Notifications: Check email for important updates
- Be Patient: Some processes take time to complete
Still Need Help?
If you've tried troubleshooting and still need assistance:
- Check Documentation: Review our guides and FAQs
- Contact Support: Reach out to our support team
- Check Status: Monitor your dashboard for updates
- Be Patient: Some issues resolve automatically
Remember: Most issues are temporary and resolve quickly. Our support team is here to help!