Reference
Troubleshooting
Fix common Enscale setup issues across Shopify, WhatsApp, Instagram, inbox, workflows, broadcasts, reviews, and widgets.
Use this guide when an Enscale setup does not behave as expected.
| Problem | What to check |
|---|
| OAuth loops | Embedded app mode, app URLs, callback URL, Shopify app config. |
| Dashboard does not load | Session storage, tenant lookup, token exchange, browser console. |
| Tenant missing | Shop domain mapping and tenant creation flow. |
| Webhooks missing | App scopes, webhook registration, callback URL, app installation state. |
| Problem | What to check |
|---|
| Inbound messages missing | Meta webhook subscription, verify token, phone number connection. |
| Manual reply fails | Access token, recipient phone, connected number, provider error. |
| Template missing | Sync status, language, approval status, connected WhatsApp account. |
| Broadcast skips contacts | Opt-in consent, unsubscribe state, invalid phone numbers, plan access. |
| Meta charge estimate unavailable | Missing recipient country, stale rate card, unknown template category. |
| Problem | What to check |
|---|
| Comment trigger does not fire | Instagram permissions, webhook subscription, selected post rule. |
| Keyword rule fails | Case handling, punctuation, exact match vs contains, language variants. |
| DM not sent | Messaging permissions, recipient eligibility, provider limits. |
| Duplicate automation replies | Webhook deduplication, provider message IDs, cooldown windows. |
| Problem | What to check |
|---|
| Conversation missing | Tenant scope, contact matching, webhook processing, conversation window. |
| Realtime updates missing | WebSocket connection, Redis pub/sub, tenant event filtering. |
| Agent reply not sent | Channel connection, backend authorization, provider send error. |
| Wrong customer context | Contact identity matching and channel identity mapping. |
| Problem | What to check |
|---|
| Workflow does not run | Trigger event, published state, plan access, worker queue. |
| WhatsApp action skipped | Opt-in consent, unsubscribe, template approval. |
| Usage limit blocks automation | Billing page, grace period, plan limit status. |
| Workflow runs twice | Webhook deduplication and idempotency keys. |
| Problem | What to check |
|---|
| Send button disabled | Free plan, missing template, empty audience, no channel connection. |
| Many recipients skipped | Consent, unsubscribe, invalid numbers, segment filters. |
| Delivery failures | Provider errors, template issues, rate limits, recipient country restrictions. |
| Unexpected Meta charges | Template category, delivered count, recipient markets. |
| Problem | What to check |
|---|
| Review import incomplete | Source API access, pagination, product matching, media URLs. |
| Rating not showing | Metafield sync, product ID mapping, storefront widget placement. |
| Widget not loading | Script URL, theme placement, tenant identifier, browser console. |
| Write review fails | API availability, tenant mapping, product reference. |
When escalating an issue, include:
- Tenant/shop domain.
- Channel or feature affected.
- Timestamp and customer identifier.
- Provider message ID or webhook ID when available.
- Screenshot or request ID.
- Expected result and actual result.