> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ruleinside.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Find your problem by what you see, check the likely causes in order, and look up any message the portal shows you.

This page helps you fix a problem yourself in a few minutes. Find the section for the part of RuleInside that is
not doing what you expect, open the symptom that matches yours, and work through the causes in order: the most
likely comes first. If the portal showed you a message, jump to [Messages you may see](#messages-you-may-see).

<Tip>
  Three things are worth checking first, because each affects many pages: whether you are an **owner** (members can
  see everything but change little), whether you clicked the save button, and whether **Settings › Calling
  consent** shows **Confirmed**.
</Tip>

## Find your problem

### Your agent

<AccordionGroup>
  <Accordion title="Settings are greyed out or show a padlock">
    1. You are a **member**: only owners can change agents. Ask an owner of your team.
    2. The agent's **edit level** does not include that setting. Your main agent is often below **Full control**.
    3. The agent is **View only**: a banner says so, and nothing can be changed.

    See [Edit levels](/agent-settings#edit-levels).
  </Accordion>

  <Accordion title="I changed a setting but the agent still does the old thing">
    1. Closing a side panel does not save it. Click **Save changes** in the bar at the bottom of the editor.
    2. The save was refused: look for "Some settings need fixing before this can be saved." and open the highlighted
       panel.
    3. **Preview** uses saved settings only: save, then start a new Preview.
  </Accordion>

  <Accordion title="The agent can't find a customer's order">
    1. The customer is not logged in to your store and did not give the order number together with the billing
       email and postcode on that order. Without one or the other, no order details are given.
    2. You are testing in **Preview**, which always treats you as a guest.
    3. Your store is not connected: check [Connections](/connections).
  </Accordion>

  <Accordion title="The agent ignores one of my documents">
    1. The document is in **Auto** mode but RAG was never saved: open **Configure RAG**, check **Enable RAG** is on,
       and click **Save**.
    2. The document is under about 500 bytes: keep it in **Prompt** mode.
    3. It is attached to a different agent: check the **Agent** selector on **Knowledge**.

    See [Knowledge](/knowledge).
  </Accordion>

  <Accordion title="There is no Add tool, Add document, New agent or Preview button">
    1. You are a member: these are for owners.
    2. On **Tools** and **Knowledge**, the agent is below **Full control**. Agents you create are always at Full
       control.
    3. Tools or knowledge are not switched on for your account: the page says so. Contact us.
  </Accordion>

  <Accordion title="The greeting uses a default name instead of the customer's">
    Your storefront did not pass in a value for that variable, so its default was used. Check the default under
    **Personalization variables**. See [Agent settings](/agent-settings#personalization-variables).
  </Accordion>
</AccordionGroup>

### Website assistant

<AccordionGroup>
  <Accordion title="The assistant doesn't appear on my site">
    Check in this order:

    1. The exact address of your site, starting with `https://`, is in **Allowed domains**.
    2. **Widget enabled** is on, and you clicked **Save changes**.
    3. The embed id was not rotated after you pasted the snippet. If it was, paste the new snippet, or the new
       **Widget ID** in the WordPress plugin.
    4. Your account is active and on a paid plan.
    5. Today's conversation limit is not reached: look for a notification in your portal.

    See [Website assistant](/website-assistant).
  </Accordion>

  <Accordion title="My design changes don't show on my site">
    1. You did not click **Save changes**.
    2. You changed **Widget mode**, **Width (px)** or **Height (px)**: those change the snippet itself. Copy it again
       and paste it onto your site.
    3. You cleared a field: clearing does not reset it today. Type the value you want instead.
  </Accordion>

  <Accordion title="Shoppers cannot start a conversation for a while">
    1. More than 30 conversations started on this widget in one minute. It clears when the minute is over.
    2. Your account reached today's conversation limit: look for a notification in your portal. It clears at
       midnight UTC.
  </Accordion>

  <Accordion title="My greeting for returning customers is not used">
    1. It does not say both that the shopper is talking to an AI and that the call may be recorded.
    2. The shopper is a guest, or used text: the greeting is only for signed-in shoppers your store recognises, in
       voice.
  </Accordion>

  <Accordion title="I can't create a widget">
    1. You are a member: only owners can.
    2. You are not on a paid plan, or your account is not active.
    3. Every agent already has a widget: each agent can have one.
  </Accordion>

  <Accordion title="My WordPress plugin is not updating">
    Check the licence key's **Last used** on **Settings**, **Plugin**. **Never used** means it was never pasted into
    the plugin, or pasted wrongly. Also check it was not revoked and your account is active. See
    [WordPress plugin](/plugin).
  </Accordion>
</AccordionGroup>

### Phone calls

<AccordionGroup>
  <Accordion title="The agent doesn't answer my phone number">
    1. The number's **Inbound agent** on **Phone numbers** shows a dash: no agent answers it. Press **Assign** and
       choose one.
    2. Your subscription is not active (**Unpaid**, **Canceled**, **Incomplete**, **Expired** or **Paused** on
       **Billing**): your assistant is paused.
    3. On a pay-as-you-go bundle, a declined card can stop everything, inbound calls included.
    4. The number was released. Import it again.
  </Accordion>

  <Accordion title="I can't import a phone number">
    1. You are a member: only owners can.
    2. **Label** is empty: **Import** stays greyed out until it is filled.
    3. The number is not in international format, such as `+15551234567`.
    4. The number is already linked to another RuleInside account: contact us.

    See [Phone numbers](/phone-numbers).
  </Accordion>

  <Accordion title="The agent cuts calls short">
    Check **Maximum call length (minutes)** and **Hang up when the caller stays silent** under **Call limits**.
  </Accordion>

  <Accordion title="The agent is slow to answer, or stops when the caller says 'ok'">
    For slow answers, open **Turn taking**: set **Response eagerness** to Eager and try a shorter **Wait for a reply
    (seconds)**. For 'ok', add the words to **Words that do not interrupt** in **Conversation behaviour**.
  </Accordion>

  <Accordion title="I can't add a transfer number">
    1. **Transfer to a person** is not switched on for your account: you can remove a transfer but not add one.
       Contact us.
    2. The number is refused: it must be a mobile, landline or toll-free number in the same country as your store's
       phone number, and not your store's own number.

    See [Transfer to a person](/agent-settings#transfer-to-a-person).
  </Accordion>

  <Accordion title="A call is missing from Calls, or has no summary">
    1. The Calls page shows one agent at a time: choose the right one in the **Agent** bar.
    2. The summary and outcome appear a short time after the call ends: refresh.
    3. Search covers only the current page: use **Older**.

    See [Calls](/conversations).
  </Accordion>

  <Accordion title="I can't hear a recording">
    No recording exists for the call, the caller objected to being recorded (the recording was then deleted), or
    there was a temporary problem. Try again in a moment.
  </Accordion>
</AccordionGroup>

### WhatsApp

<AccordionGroup>
  <Accordion title="The Connect WhatsApp button is missing">
    1. You are not the account owner.
    2. A number is already connected and working: the button is hidden on purpose.
    3. Self-connection is not available for your account: the card says so. Contact us and we connect it for you.
  </Accordion>

  <Accordion title="WhatsApp template rejected">
    **At WhatsApp** shows **Rejected** when Meta rejected the template. Fix it in Meta's WhatsApp Manager and get it
    approved. Until then, disable it under **WhatsApp templates**: a rejected template that is still **Enabled** is
    still tried, and the send shows **Failed**. See [Status at WhatsApp](/whatsapp-templates#status-at-whatsapp).
  </Accordion>

  <Accordion title="My template says Not on your WhatsApp account">
    The name or language code does not match Meta exactly (`en` is not `en_US`), or the template was approved on a
    different WhatsApp account. Edit the row to fix it.
  </Accordion>

  <Accordion title="My message was not sent (Suppressed)">
    Read the reason in **Detail**:

    1. `no_consent`: no WhatsApp consent on the contact. Consent to calls does not count.
    2. `opt_out`: they opted out, **or** no saved contact has this exact number.
    3. `frequency_cap`: they already had 4 marketing messages in 7 days.
    4. `no_store_attestation`: **Settings › Calling consent** is not confirmed.
    5. `marketing_stopped`: a Marketing template, and the person told WhatsApp to stop marketing messages from your
       business. Utility and Authentication templates still reach them.

    See [Why a send is suppressed](/whatsapp-send#why-a-send-is-suppressed).
  </Accordion>

  <Accordion title="My messages are stuck as Queued">
    1. A **Marketing** template waits for the person's calling hours. Nothing to do.
    2. The contact has no time zone: set one. A Marketing message still waiting for one 7 days after it was queued
       is not sent (**Failed**); set the time zone and send it again.
    3. WhatsApp is blocking your number, often for a missing payment method in Meta. **Phone numbers** shows what
       Meta reports.
  </Accordion>

  <Accordion title="It says Sent, but the customer didn't get it">
    **Sent** means WhatsApp accepted it. Look at **Delivery**: **Not delivered** shows WhatsApp's reason in
    **Detail**. **No report from WhatsApp** is normal for a number not connected through Meta.
  </Accordion>

  <Accordion title="I can't send: the button is grey or my template is missing">
    **Send message** stays grey until a number, a template and every variable are filled. Only templates with
    **Kind** set to **Message** and **Enabled** on are listed.
  </Accordion>

  <Accordion title="It says Failed: unresolved template params">
    A variable came out empty, usually because the contact is missing a detail such as a name. Fill it in on the
    contact, or change the variable on the template.
  </Accordion>
</AccordionGroup>

### Campaigns

<AccordionGroup>
  <Accordion title="My campaign called nobody">
    1. You created a draft but never pressed **Launch campaign**. A schedule does not launch it either.
    2. Read the launch result: each line gives a reason, such as **no recorded lawful basis to call** or **outside
       local calling hours**.
    3. Your store's calling consent is not confirmed.

    If nobody was called, nobody is waiting and nobody is queued to be tried again, the campaign is still a draft:
    fix the reason and launch again. See
    [The launch result](/campaign-results#the-launch-result).
  </Accordion>

  <Accordion title="It says Launched, but nobody's phone rang">
    People are probably **Waiting for their calling time**: the summary shows how many and when the first is due.
  </Accordion>

  <Accordion title="A contact was skipped">
    The launch result names the reason: opted out, on the do-not-call list, no lawful basis, outside calling hours, no
    time zone, called too recently, or the daily limit. People left out because of the daily limit or a processing
    error are tried again by the same campaign over about a day, up to one day of your daily cap per launch; the
    launch result says how many. People left out for any other
    reason are not called later by that campaign: create a new campaign once the reason has passed.
  </Accordion>

  <Accordion title="There is no number to call from">
    None of your numbers can place outbound calls (on **Phone numbers**, **Assign** shows "This number does not
    support outbound calls." for such a number). Import a number that can, or contact us.
  </Accordion>

  <Accordion title="My test call was not placed">
    The result gives the reason: calling consent not confirmed, outside the campaign's calling hours, a number not in
    international format or on your do-not-call list, or the daily limit reached.
  </Accordion>

  <Accordion title="I paused, but a call still came through">
    Calls already under way cannot be recalled. If the message said some batches could not be confirmed stopped,
    press **Pause again**.
  </Accordion>

  <Accordion title="My WhatsApp campaign still says Running">
    That is expected: it does not change to **Completed** on its own. Check each message in **Recent sends** on
    **WhatsApp send**.
  </Accordion>
</AccordionGroup>

### Contacts and imports

<AccordionGroup>
  <Accordion title="I imported my customers, but nobody gets called">
    1. A plain import adds people as **Calls: no consent**. Use **Import with consent**, or **Consent** on each
       contact.
    2. **Settings › Calling consent** is not confirmed.
    3. Your calling hours or days exclude now.
  </Accordion>

  <Accordion title="Some rows were skipped">
    The row had no phone number, or its email already belongs to another contact. With **Import with consent**, also
    any number without a country code ("invalid number").
  </Accordion>

  <Accordion title="The import buttons are greyed out">
    Only owners can import; members see a note instead. For an owner, both buttons stay greyed out until a store is
    linked to your workspace, and **Import with consent** also when the list of lawful bases could not load: refresh.
  </Accordion>

  <Accordion title="Search doesn't find a contact I know is there">
    Search covers only the current page of 50 contacts. Use **Next** and search again.
  </Accordion>

  <Accordion title="I opted someone out by mistake">
    An opt-out cannot be undone from the portal, by re-importing or by recording consent again. On WhatsApp only, the
    customer can opt back in by replying START.
  </Accordion>

  <Accordion title="My agent doesn't get a contact's custom column">
    The column was removed under **Manage fields**: while it is removed, its values are not sent to your agent on
    outbound calls. Add it back with **Add column**. The values are still stored.
  </Accordion>
</AccordionGroup>

### Store connection

<AccordionGroup>
  <Accordion title="The card says it is waiting for me">
    You have not approved the connection in your store yet. The approval page is valid for 10 minutes: start again
    if it expired.
  </Accordion>

  <Accordion title="The connection failed">
    Read the line under the status on the **Connect your store** card. Common causes: you approved it on a
    different website from **Your store address**, you approved less than read and write access, or your store was
    offline. See
    [Connections](/connections#what-the-last-attempt-says).
  </Accordion>

  <Accordion title="My store runs on FluentCart">
    For now our team connects FluentCart stores. Contact us.
  </Accordion>

  <Accordion title="My other system gets 'Unauthorized'">
    Check the connection is **Active**, the header is exactly `X-RI-Ingest-Secret`, the secret is the latest one,
    and the whole URL was copied.
  </Accordion>
</AccordionGroup>

### Team and access

<AccordionGroup>
  <Accordion title="I can't invite a teammate">
    1. You are a member: you can invite only as **Member**.
    2. One address in the form already belongs to a member: the whole form is refused. Take it out.
    3. The address already has a pending invitation: renew or remove it first.

    See [Members](/members).
  </Accordion>

  <Accordion title="My teammate never got the invitation">
    Ask them to check their junk folder. Otherwise remove the invitation and invite them again: **Renew Invitation**
    does not send an email.
  </Accordion>

  <Accordion title="The invitation link says it was not found or expired">
    It is more than 7 days old, was removed or already used, or they signed in with a different email. An owner can
    **Renew Invitation** on an expired one.
  </Accordion>

  <Accordion title="My colleague can't change anything">
    They are a member. Members can see every page but not change how your assistant works. An owner can use
    **Update Role**. See [Who can do what](/roles).
  </Accordion>

  <Accordion title="I can't change our company name, delete my account or leave">
    Only the primary owner can rename the organization. The primary owner cannot delete their login or leave until
    they transfer ownership on [Members](/members#transferring-ownership).
  </Accordion>

  <Accordion title="I lost the phone with my authenticator app">
    If your codes are in a password manager that syncs, use it on another device. Otherwise, contact us.
  </Accordion>
</AccordionGroup>

### Billing

<AccordionGroup>
  <Accordion title="My colleague can't see invoices or billing">
    They are a member: billing is for owners. Make them an owner, or download the invoices yourself.
  </Accordion>

  <Accordion title="Everything stopped, even inbound calls">
    1. On a pay-as-you-go bundle, a declined card. Update it with **Visit Billing Portal**.
    2. Your plan's badge on **Billing** is **Unpaid**, **Canceled**, **Incomplete**, **Expired** or **Paused**.
  </Accordion>

  <Accordion title="Outbound calls stopped but inbound still works">
    1. Your daily call limit is reached: it clears within 24 hours.
    2. On a pay-as-you-go bundle, outbound calls and messages can stop for the rest of the period after the second
       extra bundle.

    See [Plans and limits](/limits).
  </Accordion>

  <Accordion title="How many minutes do I have left?">
    Look at the **Minutes** card on the **Billing** page. Calls from the last day may not be counted yet. If the card
    is not shown, reload the page later, or contact us.
  </Accordion>
</AccordionGroup>

## Messages you may see

Find the message you see, then follow **What to do**. Text in curly braces, such as \{count}, stands for a
number the portal fills in.

| Message | What it means | What to do |
| - | - | - |
| **Your agent** | | |
| "Only account owners can change agents, ask an owner of your team to make edits." | You are a member. | Ask an owner. |
| "Permission denied: this action requires an account owner (billing) permission." | A member's change reached the server and was refused. | Ask an owner. |
| "Your plan is view-only. Contact us to change your agent, or upgrade for self-service editing." | This agent is **View only**. | Contact us. |
| "Some settings need fixing before this can be saved. Open the highlighted section to see what." | A field is empty or out of range. Nothing was saved. | Open the highlighted panel and fix the field. |
| "Pick a different language, or contact support to change the voice model for you." | The language does not match the speech engine. | Choose another language, or contact us. |
| "Transfer to a person is not enabled for this account. You can remove a transfer, but not add or change one." | Transfers are off for your account. | Contact us to add a transfer. |
| "Transfers need a phone number on this store first." | Your account has no active phone number. | Import a number on **Phone numbers**. |
| "This agent is managed, documents can only be attached to your own agents." | Your main agent is below **Full control**. | Use an agent you created. |
| "Tool builder isn't enabled on your plan. Contact RuleInside if you'd like this feature enabled for your account." | Tools are off for your account. | Contact us. |
| **Website assistant** | | |
| "The website widget is available on paid plans." | You are not on a paid plan. | Choose a paid plan. |
| "A widget already exists for this agent." | Each agent has one widget. | Open that widget instead. |
| "This agent is not fully provisioned yet. Try again shortly." | The agent is still being set up. | Wait a few minutes and try again. |
| "Enter a full origin like [https://shop.example.com](https://shop.example.com)." | An **Allowed domains** line is not a site address. | Type only `https://` and the site's address. |
| "Use a 6-digit hex color like #1a2b3c." | A colour is not in the right form. | Type a colour such as `#1a2b3c`. |
| "Your website assistant is paused. Contact support to turn it back on." | Your website assistant was paused. | Contact us. |
| "Plugin downloads are paused for this account" | Your account is not active. | Contact us. |
| **Phone calls** | | |
| "That phone number is already linked to another client." | The number is on another RuleInside account. | Contact us. |
| "Could not verify phone-number ownership right now. Please retry." | A temporary check failed. | Try again in a moment. |
| "Could not import the phone number." | The import did not complete. | Check the number, Account SID and Auth Token, then try again. |
| "This number does not support outbound calls." | The number cannot place calls. | Use another number for campaigns. |
| "Recording deleted at the caller’s request" | The caller objected to being recorded. | Nothing: the call keeps its outcome and duration. |
| "No calls yet." | This agent has no calls. | Check the **Agent** bar shows the right agent. |
| **Calling consent** | | |
| "Outbound calling is paused" | Calling consent is not confirmed. No calls or WhatsApp messages are sent. | An owner presses **Review and confirm**. |
| "Please re-confirm" | The wording changed. Your calls are still running. | Read it and confirm again when you can. |
| "Only an owner of this workspace can change this." | You are a member. | Ask an owner. |
| "Your account has no country set, so we cannot tell which rules apply. Choose one below and confirm." | No country is set. | Choose the country and confirm. |
| "We could not check your confirmation, so nothing is being sent. This is on us. Please try again shortly." | The confirmation could not be read. | Try again shortly. |
| **Campaigns** | | |
| "You have no outbound phone number yet. Add one on the Phone numbers page, then create a campaign." | None of your numbers can place calls. | Import a number that can on **Phone numbers**, or contact us. |
| "The selected phone number is no longer available for outbound calling." | The number changed since the draft. | Edit the draft and choose another number. |
| "This account is not active; outbound calling is disabled." | Your account is paused. | Check **Billing**. Pausing and cancelling still work. |
| "No test call was placed." | A check stopped the test call. | Read the reason that follows it. |
| "Launch complete: nobody was dialed" | Nobody could be called right now, and nobody is waiting or queued. | Read the reasons; the campaign is still a draft. |
| "\{count} will be tried again by this campaign when they can next be called" | Your daily call limit was reached, or a check could not be completed. | Nothing: the same campaign tries them again. |
| "\{count} not called by this campaign" | More people were left out than one day of your cap, some are already being called by another campaign, or their calling hours are too short for a retry (a one-hour window can be). | Launch another campaign later to reach them, or widen the calling hours. |
| "Campaign paused, but \{count} batch(es) could not be confirmed stopped and may still be calling. Press Pause again." | Some batches may still be calling. | Press **Pause again**. If it repeats, contact us. |
| **Contacts and imports** | | |
| "No change (the number could not be recorded)." | Consent was not written. | Refresh and try again; contact us if it repeats. |
| "Use only letters, numbers, and underscores (and not a reserved name)." | The column name is not allowed. | Choose another name. |
| "Could not import the contacts." | The import failed. Nothing to undo. | Try again. |
| **WhatsApp** | | |
| `no_consent` (after "Not sent (Suppressed):" or in **Detail**) | No WhatsApp consent on the contact. | Record WhatsApp consent in **Contacts**. |
| `opt_out` | They opted out, or no saved contact has this exact number. | Add the contact in `+` format, or leave them opted out. |
| `frequency_cap` | 4 marketing messages already in 7 days. | Wait. |
| "Not sent (Failed): unresolved template params at index \[n]." | A variable came out empty. `index [0]` is `{{1}}`. | Fill in the contact's detail, or change the variable. |
| "We could not confirm whether this message reached WhatsApp. Check the send log before sending it again, so the person does not receive it twice." | No clear answer came back. | Check **Recent sends** before sending again. |
| "No WhatsApp account with messaging enabled + an assigned agent is available for this client." | No usable WhatsApp number. | On **Phone numbers**, switch on **Messaging enabled** and assign an agent. |
| "A valid E.164 phone (or a default\_calling\_code) is required." | The number has no country code. | Retype it with `+` and the country code. |
| "Your browser blocked the Meta window. Allow pop-ups for this site, then press Connect WhatsApp again." | A pop-up blocker stopped Meta's window. | Allow pop-ups for the portal and try again. |
| **Store connection** | | |
| "The last approval page expired before it was used. Start again when you are ready." | The 10 minutes passed. | Start again. |
| "The connection was approved on a different website than the store address entered here. Check the address and start again." | You approved it on another site. | Check **Your store address** and start again. |
| "We could not reach your store to check the connection. Check that your store is online, then start again." | Your store did not answer. | Check your store is online and start again. |
| "Too many attempts in a short time. Wait ten minutes, then try again." | More than 5 attempts in 10 minutes. | Wait ten minutes. |
| **Team and access** | | |
| "Sorry, members could not be invited. Please try again." | An address already belongs to a member. | Take that address out and send again. |
| "Invite not found or expired" | The invitation expired, was removed or used, or the email differs. | Ask an owner to renew it or invite the right email. |
| "Could not update Organization. Please try again." | Only the primary owner can save the name or logo. | Ask the primary owner. |
| "Reauthentication Required" | The portal needs a fresh sign-in. | Sign out, sign in again, and retry. |
| **Billing** | | |
| "You cannot manage billing" | You are a member. | Ask an owner. |
| "Error requesting checkout" | Payment could not start. | Try again a little later. |
| "We could not confirm your cancellation" | The cancellation may or may not have gone through. | Reload the page to check before trying again. |

## Still stuck?

Email us at [info@ruleinside.com](mailto:info@ruleinside.com). To help us answer in one reply, include:

* your **workspace name**, as shown in the portal;
* the **agent** involved, by name;
* the **date and time** of the call or message, and your time zone;
* the **caller's number, masked**, for example `+1555123****`;
* a **screenshot** of what you see, including any message;
* **what you expected, and what happened instead**.

<Warning>
  Never send us passwords, API keys, licence keys, signing secrets or Twilio Auth Tokens. We never ask for them.
</Warning>


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