Troubleshooting — Overview
Running into a problem with Reepli? This section gathers the guides for the four most common categories of issues:
- WhatsApp connection — your number won't connect, or the connection drops.
- Bot not replying — a message arrives but the bot stays silent.
- Appointments not syncing to your Google calendar.
- Payment — failed invoice, double charge, blocked subscription.
Quick diagnosis
Before diving into the detailed guides, run these quick checks.
1. Check your connection
- Is your internet connection working?
- Can you access other sites?
- Try refreshing the page (Ctrl+F5 or Cmd+Shift+R).
2. Check your browser
- Use a recent browser (Chrome, Firefox, Safari, Edge).
- Clear the cache and cookies if needed.
- Disable extensions (ad blockers, VPN) during the test.
- Try in private/incognito mode.
3. Check your account
- Is your subscription active? Go to the Billing section of the dashboard.
- Is your WhatsApp number connected? Go to the WhatsApp section.
- Is the bot enabled? Go to the Scenarios section and check that at least one scenario is active.
Category 1 — WhatsApp connection
Symptoms: unable to connect your number, the Meta-guided connection flow stops partway, your number disconnects regularly.
| Problem | Guide |
|---|---|
| Meta connection flow fails | Connection issues |
| Number already in use on the WhatsApp app | Connection issues |
| Landline number not verifiable by SMS | Connection issues |
| WhatsApp Business account limited or banned | Connection issues |
Category 2 — Bot not replying
Symptoms: a customer sends a message, you see it in the Inbox, but the bot doesn't reply.
| Problem | Usual cause |
|---|---|
| No scenario enabled | Enable a scenario from Scenarios |
| Campaign template not approved | See Template rejected |
| Message sent outside the 24-hour window | See Delivery issues |
| WhatsApp number disconnected | See Connection issues |
| Conversation switched to "human" mode | Reactivate the assistant from the button at the top of the conversation |
The Message delivery issues guide details the main refusal reasons on Meta's side.
Category 3 — Appointments not syncing to Google Calendar
Symptoms: the bot booked an appointment with a customer, but the event doesn't appear in Google Calendar.
| Check | Action |
|---|---|
| Calendar connected? | Calendar → check the Google connection |
| Google connection expired? | Reconnect the calendar (disconnect / reconnect) |
| Calendar selected as "primary"? | Check that a default calendar is set |
| Plan allows syncing? | Starter: 1 calendar · Pro: 3 · Business: unlimited |
If the problem persists, contact support specifying the conversation ID and the appointment date.
Category 4 — Payment / Stripe
| Problem | Quick solution |
|---|---|
| Failed invoice | Update the card from the Billing page (Manage my subscription button → Stripe portal) |
| Apparent double charge | Check it isn't a campaign pre-authorization (released within a few days) |
| Missing invoice | All invoices are on the Billing page or in the Stripe portal |
| Subscription canceled by mistake | Reactivate from the Stripe portal before the end of the cycle |
| Upgrade that fails | Check the card's validity or change payment method |
See Invoices and history and Manage your subscription.
Account and access
| Problem | Quick solution |
|---|---|
| Forgotten password | Sign-in page → Forgot password |
| 2FA inaccessible | Contact support |
| Insufficient permissions | Reepli is single-operator; check that you're on the right account |
General troubleshooting steps
For any problem not listed:
- Identify the problem precisely: note the exact error message, the time, and the steps to reproduce it.
- Check the FAQ: your question may already be covered.
- Clear the cache or test in another browser.
- Check the detailed guides in this section.
- Contact support: if the problem persists, write to us.
When you contact support, include: a screenshot, the exact error message, the precise time, the conversation ID if applicable, and the steps to reproduce. This considerably speeds up resolution.