Reference
Troubleshooting
The things that actually go wrong, why, and what to do about each — starting with the five most common.
Find your symptom below. Each one has the usual cause first, since that's the answer most of the time.
Start here — the five most common
Before anything else, check these. They account for the majority of "Enscale isn't working":
- Is the workflow set to Active? Draft workflows never run. This is the single most common cause of "my automation didn't fire".
- Has the customer opted into WhatsApp? No opt-in means they're skipped, silently and deliberately.
- Has the 24-hour window closed? If the customer hasn't messaged you in 24 hours, only an approved template will deliver.
- Is the template Approved? Pending, rejected or paused templates can't be used.
- Is your channel showing Active? Check Integrations. A channel in error stops everything on it.
"My automation didn't run"
| What you're seeing | Usual cause |
|---|---|
| Nothing happened at all | The workflow is in Draft. Set it Active. |
| It ran, but no message arrived | The customer hasn't opted into WhatsApp, or you used a normal message where a template was needed. |
| It works for some orders, not others | You have a Condition step narrowing it more than you realised. |
| It ran twice | Two active workflows on the same trigger. Check your workflow list. |
| Everything stopped at once | Your workflow allowance ran out — automations pause immediately at 100% unless workflow overage is on. Check Settings → Billing. |
To see exactly what happened for one order: open that order in Shopify and use the Enscale flow timeline. It shows whether the automation fired, whether the message sent, and if not, why. See Enscale inside Shopify admin.
"Messages aren't arriving in my inbox"
| What you're seeing | What to do |
|---|---|
| Nothing from any channel | Check the channel status in Integrations. Reconnect anything showing Error. |
| Nothing from Instagram specifically | Turn on third-party messaging in the Instagram app: Settings → Messages and story replies → Message controls. |
| Instagram DMs work but comments don't | Comment access is a separate permission. Reconnect the channel and approve everything. |
| Messages stopped suddenly | Your channel login expired. Reconnect from Integrations. |
| The conversation list won't update live | Your network is probably blocking the live connection. Data still arrives, just slower. Refresh to confirm. |
"I can't send a reply"
| What you're seeing | Why |
|---|---|
| The reply box is disabled | The 24-hour window has closed. Use a template instead. |
| I can read but not send anything | Your conversation allowance ran out and the grace period passed. Upgrade, or wait for the 1st. |
| It says sent but never arrived | Check the channel status, and whether the number is actually on WhatsApp. |
"My campaign went to far fewer people than expected"
This is normal and it's the system protecting you. A segment of 1,000 sending to 850 is expected.
People are skipped when they haven't opted in, have unsubscribed, or have an unreadable phone number. The campaign shows the breakdown before you send — read it.
If the gap is large, your opt-in collection needs work, not your segment. A coupon popup is the fastest fix.
| Other campaign problems | What to check |
|---|---|
| Send button is disabled | Free plan, no approved template, empty audience, or no channel connected. |
| Everything failed | Template status — Meta may have paused it. Also check channel status. |
| The Meta charge was higher than expected | Your template category (marketing costs more than utility) and which countries you sent to. |
"My template won't work"
| What you're seeing | Why |
|---|---|
| Not in the list when building | It must be Approved, in the right language, and on the WhatsApp account you're sending from. |
| Stuck in Pending | Meta's review queue. Usually minutes, sometimes a day. Nothing to do. |
| Rejected | Read the reason Meta gave. Common ones: category mismatch, starting or ending with a blank, two blanks in a row. |
| Suddenly Paused | Customers reported or blocked it. Send less, to a better-targeted audience. |
| Blanks come through empty | The detail you referenced doesn't exist for that trigger. See Using customer details. |
"My reviews or widgets aren't showing"
| What you're seeing | What to check |
|---|---|
| The widget isn't on my store | Is the theme app embed enabled on your published theme, not a draft? |
| It works in preview but not live | You enabled it on a draft theme. Enable it on the live one. |
| No reviews are showing | Do you have any in Published status? Pending reviews don't display. |
| Stars missing on collection pages | Only published reviews count towards the rating. |
| Imported reviews on the wrong products | Product matching. Check your import summary — unmatched ones are listed. |
| Reviews aren't marked verified | The request link must come from a Fetch review link step. |
"My AI agent is behaving badly"
| What you're seeing | Usual cause |
|---|---|
| It stopped working entirely | Your Shopify usage cap is reached. Raise it in your Shopify subscription. |
| Vague or wrong answers | Gaps in your knowledge base. Nearly always this. |
| It hands over constantly | Instructions too cautious, or too little information to answer from. |
| It never hands over | Check your handover rules — this is a risk, not a success. |
| It contradicts itself | Two knowledge sources disagree. Find and delete the stale one. |
| It ignores something I added | Check the source says Ready, and that the wording matches how customers actually ask. |
"Something's wrong with my install"
| What you're seeing | What to do |
|---|---|
| Install loops back to the start | Third-party cookies blocked, or an ad blocker. Try a different browser. |
| The app won't load in Shopify admin | Reload the tab. If it persists, uninstall and reinstall — your data is retained. |
| Shopify is asking me to re-approve permissions | An update needs a permission you haven't granted. Until you do, only the features needing it stop. |
| A teammate can't sign in | Did they accept the invite and set a password? The reset flow is self-service. |
| No Shopify data in the contact sidebar | That contact isn't matched to a Shopify customer — usually messaging from a number that's never been on an order. |
| The same customer appears twice | Two contact records. Use Find related contacts to link them. |
Still stuck? What to send support
The more of this you include, the faster it gets resolved:
- Your store's domain.
- What you expected to happen, and what happened instead.
- When it happened — a rough timestamp is fine.
- Which customer or order it involved.
- A screenshot, especially of any error.
- Which channel or feature is affected.
Next steps
- Getting started — if you're still setting up.
- Onboarding checklist — catches most problems before they happen.
- Glossary — if a term here was unfamiliar.