Troubleshooting

A quick reference for the most common issues you might run into while using SalesByte.

"Message not delivered" or delivery tick stuck on one tick

The message was sent from SalesByte but hasn't reached the recipient's device yet. Common causes:

Recipient has no internet — the tick moves to two grey ticks once their phone reconnects.
Wrong phone number — check that the number includes the country code (e.g. +91 for India) and is active on WhatsApp.
Number not on WhatsApp — not everyone uses WhatsApp. Verify the number if you're unsure.

"Connection disconnected — messages paused"

Your Personal WhatsApp session logged out (phone battery died, WhatsApp updated, or a network change triggered a re-authentication).

Fix:

Go to Connected Accounts (/connections)
Find your Personal WhatsApp card — it will show a QR code
Open WhatsApp on your phone → Linked Devices → Link a Device → scan the QR code

Any campaigns or sequences that were running will be paused. After reconnecting, you'll see a banner to continue sending or mark all failed.

Campaign stuck / not sending

Insufficient credits — check Billing → Messaging Credits. Top up if the balance is zero or very low.
Session disconnected — see above. A disconnected session pauses the campaign.
Template not approved — Business WhatsApp campaigns require an approved template. Check Templates for status.
Audience is empty — the filter may not match any contacts. Preview the audience in the campaign wizard.

"Template rejected by WhatsApp"

Meta reviews all Business WhatsApp templates before approval. Rejections typically happen when:

The template looks like spam or unsolicited marketing
It asks for personal information like passwords or OTPs (use the Authentication category instead)
It contains prohibited content (gambling, adult content, etc.)

Edit the template text to be clearer and more conversational, then resubmit.

Email

"Domain not verified"

DNS records need to propagate after you add them. This can take anywhere from a few minutes to 48 hours.

What to check:

Go to Connected Accounts → Email section → your domain card
Copy the DNS records shown and make sure they're added exactly as shown in your domain registrar (GoDaddy, Namecheap, Cloudflare, etc.)
Click Verify — if the records have propagated, status changes to Verified

Common mistakes: missing the domain in the Name field, or adding an extra dot at the end of a value.

Emails sent but not tracking opens/clicks

Open and click tracking require:

A custom tracking subdomain configured in your Resend account (e.g. track.yourdomain.com)
Open Tracking and Click Tracking toggled on for the domain in Resend

Without both, the tracking pixel is never injected. Note that Gmail, Outlook, and some email clients block tracking pixels — 40–60% tracking accuracy is normal industry-wide.

Contact shows "Email bounced" warning

A hard bounce means the email address is permanently invalid (mailbox doesn't exist, domain doesn't exist, or permanently blocked). SalesByte automatically stops sending to bounced addresses to protect your sender reputation.

To clear a bounce: Edit the contact and correct the email address. The warning will disappear and the contact will be eligible for future campaigns.

Contacts

Import fails — "Missing phone and email"

At least one of phone number or email is required per contact. A row that has neither is rejected during import validation.

Fix: Make sure your CSV has a Phone or Email column mapped, and that each row has a value in at least one of those columns.

Import fails — "Invalid value for field"

A select or multi_select custom field column contains a value that isn't in the field's allowed options list.

Fix: Either update the CSV value to match an existing option exactly, or go to Custom Fields and add the new option before re-importing.

"This number belongs to [Name]. Merge contacts?"

A contact with the same phone number already exists. You can merge the two records — a field-by-field picker lets you choose which values to keep. Tags from both contacts are always combined.

Billing

"Insufficient balance — message not sent"

Your Messaging Credits balance reached zero. Top up at Billing → Messaging Credits (minimum ₹1,000).

Campaigns and sequences auto-pause when balance runs out. They resume automatically once you top up — no manual restart needed.

"Your subscription has expired"

Your plan ended and wasn't renewed. Go to Billing to resubscribe. Your contacts and data are preserved — nothing is deleted on plan expiry.

Invoice not showing for a payment

Invoices are generated automatically via Zoho Books. It can take up to 2 minutes after payment for the invoice to appear in your payment history. If it still doesn't appear after 5 minutes, contact support.

General

Page shows a blank screen or "Something went wrong"

Hard refresh: Cmd+Shift+R (Mac) or Ctrl+Shift+R (Windows)
Clear browser cache — sometimes cached JS files cause issues after an update
Try a different browser — rules out browser-specific problems

If the page shows a reference code like ref: abc123, share it with support — it helps us find the exact error in our logs.

I can't find a contact I just added

Check if you have an active filter (tag, status, or date) — the contact might be filtered out
Try searching by name or phone number
The contact may have been archived — check ⋯ More → Show archived

Team member can't see a conversation

All conversations are workspace-wide — every team member can see the full inbox. If someone can't see a conversation, they may be filtering by "Mine" in the inbox tabs. Have them switch to the "All" tab.

Still stuck? Reach out via the in-app chat or email us — we're happy to help.

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