Troubleshooting
Diagnostic guide and solutions for the most common issues in Trochai.
Troubleshooting
This section helps you diagnose and resolve the most common issues you may encounter while using Trochai. Each guide includes detailed steps, quick checks, and recommendations to restore normal operation as quickly as possible.
Common Issues
Below you will find direct links to the guides for each area:
| Issue | Guide |
|---|---|
| WhatsApp won't connect, expired token, messages not appearing | Connection Issues |
| Sent messages not reaching the contact, delivery errors | Messages Not Delivering |
| Cannot send messages outside the 24-hour window | 24-Hour Window Issues |
| Bot not responding, incorrect results, or escalating too much | Bot Issues |
| Payment declined, credits not appearing, subscription not activating | Billing Issues |
| Cannot log in, insufficient permissions, expired invitation | Account Issues |
Before Contacting Support
Before reaching out to our support team, we recommend:
- Identify the problem area using the table above and follow the steps in the corresponding guide.
- Reload the page with
Ctrl + Shift + R(orCmd + Shift + Ron Mac) to rule out browser cache issues. - Check your internet connection by making sure you can load other web pages normally.
- Note the exact error message that appears on screen, including any error codes.
Most issues are resolved by checking the WhatsApp connection, reviewing your current plan limits, or reloading the page. Start with the simplest steps before escalating.
Contact Support
If after following the steps in the corresponding guide the problem persists, you can contact our support team:
- From the application: Click the help button in the bottom corner of the sidebar to open the ticket system and send a report directly.
For faster assistance, include the following information in your report:
- Your organization name in Trochai
- Browser and device you are using
- Approximate date and time when the issue occurred
- Screenshots or exact error messages
- Steps you have already tried to resolve it