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reference

Troubleshooting

What to try first when something breaks. If none of these solve it, email support with the URL + timestamp.

Automation & AI

Voice call won't connect

Twilio config.

Why use this

Read this when a voice agent won't pick up calls and your inbound flow is broken.

Benefits:

  • Confirm the Twilio number is active and connected to the agent.
  • Check webhook URL points back at Looper.
  • Use the test-call button to verify the fix in seconds.

Cause

Twilio number not connected to the agent, or webhook URL misconfigured.

Fix

  1. Open /voice. Confirm number active.
  2. Confirm Twilio webhook URL points at Looper.
  3. Test with the test-call button.

Related

  • help-voice.

Workflow paused unexpectedly

Approval or cap.

Why use this

Read this when a workflow stops dead in the middle of a run.

Benefits:

  • Find the waiting approval at /approvals quickly.
  • Confirm credit caps at /settings/limits aren't the silent blocker.
  • Reconnect any disconnected integrations at /connectors so the run can resume.

Cause

Either an approval step is waiting, a credit cap was hit, or an integration is disconnected.

Fix

  1. Open /workflows/queue and /approvals.
  2. Confirm caps at /settings/limits.
  3. Reconnect any integrations at /connectors.

Related

  • help-workflow-queue, help-approvals.

Commerce

Stripe webhook missing

Orders not landing.

Why use this

Read this when Stripe says payment succeeded but the order never landed in Looper.

Benefits:

  • Verify the webhook endpoint URL matches your tenant's inbound endpoint.
  • Confirm the right events are subscribed (checkout.session.completed, invoice.paid).
  • Stop losing orders to silent webhook drops.

Cause

Webhook endpoint in Stripe is misconfigured, or events are filtered.

Fix

  1. Stripe dashboard, Webhooks, find the Looper endpoint.
  2. Confirm URL matches the tenant''s inbound endpoint.
  3. Ensure events include checkout.session.completed and invoice.paid.
  4. Re-trigger a test event.

Related

  • help-commerce-orders.

Commerce (advanced)

Content & SEO

Can't publish a blog post

Validation failures.

Why use this

Read this when the publish button is greyed out and you need to ship a post on a deadline.

Benefits:

  • Find the missing required field via the red marker, fix, publish.
  • Avoid duplicate-slug failures that block the post from going live.
  • Get the post out the door without filing a support ticket.

Cause

Missing required fields (title, slug, body) or duplicate slug.

Fix

  1. Open the post.
  2. Check the red-marked fields.
  3. Pick a unique slug.
  4. Publish.

Related

  • help-blogs.

Image gen fails

Prompt or quota.

Why use this

Read this when image generation keeps failing and you have a campaign waiting.

Benefits:

  • Refine prompts to clear content-policy rejections.
  • Switch models when one provider is rate-limited.
  • Recover the asset without abandoning the campaign.

Cause

Provider rate limit, content-policy rejection, or empty prompt.

Fix

  1. Refine prompt; remove disallowed content.
  2. Switch model in /images.
  3. Wait a minute and retry.

Related

  • help-images.

General

Can't log in

Auth issues.

Why use this

Read this when you can't get into your workspace and need to rule out the obvious causes fast.

Benefits:

  • Resume work in minutes with a fresh magic link.
  • Avoid getting locked out longer by knowing the 15-minute lockout window.
  • Confirm cookies aren't the silent culprit.

Cause

Wrong password, magic link expired, browser cookies blocked, or account locked after too many failed attempts.

Fix

  1. Try magic link at /login.
  2. If the link is expired (older than 15 minutes), request a fresh one.
  3. Confirm cookies are enabled.
  4. If locked, wait 15 minutes; then try again.

Related

  • help-auth-login.

Permission denied on a record

RLS gate.

Why use this

Read this when you hit "permission denied" on a record and need to know whether it's a tenant, role, or stale-link issue.

Benefits:

  • Confirm the active tenant in the switcher first (most common cause).
  • Ask the owner to grant the right role for legitimate gaps.
  • Navigate fresh from /leads or /dashboard to clear stale links.

Cause

The record belongs to another tenant, or your role lacks permission, or you opened a stale link.

Fix

  1. Confirm the active tenant via the tenant switcher.
  2. Ask the owner to grant you the right role.
  3. If link is stale, navigate fresh from /leads or /dashboard.

Related

  • glossary-rls, help-settings-team.

Leads & CRM

Lead enrichment shows old data

Cache or stale source.

Why use this

Read this when enrichment data on a lead looks ancient and you can't trust it.

Benefits:

  • Force a fresh enrichment with the "Force refresh" toggle.
  • Switch upstream source (Apollo vs web) when one is slow.
  • Get usable lead data into the hands of sales today.

Cause

Cached enrichment from a previous run, or a stale upstream provider.

Fix

  1. Open the lead detail.
  2. Re-run Enrich with the "Force refresh" toggle.
  3. If the upstream source is slow, try a different one (Apollo vs web).

Related

  • help-leads-detail.

Marketing

Email going to spam

Inbox placement.

Why use this

Read this when sales is reporting that your sends are landing in spam and your campaigns aren't being seen.

Benefits:

  • Diagnose deliverability with the scorecards at /deliverability.
  • Verify DKIM at /sending-identities to rebuild sender trust.
  • Warm up new domains correctly so you don't tank reputation in week one.
  • Clean lists to stop bounces and complaints from poisoning future sends.

Cause

Sender reputation low (new domain), missing DKIM, weak subject lines, or bad recipient list hygiene.

Fix

  1. Open /deliverability. Read scorecards.
  2. Verify DKIM at /sending-identities.
  3. Warm up the domain via low-volume sends for 1-2 weeks.
  4. Clean the list of bounces and complaints.

Related

  • help-deliverability, help-sending-identities.

Sequence isn't sending

Email steps stuck.

Why use this

Read this when a sequence is set up but emails aren't going out.

Benefits:

  • Verify the sending identity (DKIM) — the most common blocker.
  • Check sequence status and deliverability flags in two clicks.
  • Lower send rate as a recovery move when reputation drops.

Cause

Usually an unverified sending identity, a paused sequence, or a deliverability flag.

Fix

  1. Open /sending-identities. Confirm DKIM verified.
  2. Open the sequence at /sequences/[id]. Check status.
  3. Check /deliverability for warnings.
  4. If still stuck, lower send rate.

Related

  • help-sending-identities, help-deliverability.

Memberships

Client portal shows nothing

Magic link mismatch.

Why use this

Read this when a customer signs into their portal and sees nothing.

Benefits:

  • Identify the email-mismatch issue (signed in vs checkout email).
  • Get the customer to the right artifacts without a manual rebuild.
  • Avoid a refund request driven by perceived account loss.

Cause

Customer signed in with a different email than the one tied to their orders or bookings.

Fix

  1. Ask customer to sign out and sign in with the email used at checkout.
  2. Confirm the artifacts (orders, bookings) are email-keyed to that address.

Related

  • help-public-portal.

Customer can't enroll in course

Webhook gap.

Why use this

Read this when a customer paid for a course but isn't enrolled.

Benefits:

  • Recover enrollment without a refund or chargeback.
  • Check Stripe webhook health and course-to-product linkage in one go.
  • Manually enroll as a last resort so the customer is unblocked today.

Cause

Stripe webhook missed the paid event, or the course is gated by a different product.

Fix

  1. Confirm Stripe webhook is firing (see ts-stripe-webhook-missing).
  2. Confirm the course is linked to the purchased product.
  3. Manually enroll the customer at /courses-admin/[id].

Related

  • help-courses-admin.

Missions

Mission stuck on planning

Mission never starts.

Why use this

Read this when a Mission sits forever on "planning" and nothing is happening.

Benefits:

  • Check the two common culprits (credit cap, balance) in 30 seconds.
  • Cancel and re-run safely without burning extra credits.
  • Try a different model when the provider is having a transient outage.

Cause

Usually a credit cap hit during planning, or the model provider returned a transient error.

Fix

  1. Open /settings/limits and confirm cap not reached.
  2. Open /settings/credits and confirm balance.
  3. Open the mission detail; click Cancel and re-run.
  4. Try a different model in chat with the same prompt.

Related

  • help-missions, help-settings-limits, help-settings-credits.

Public · credentials

Credential won't verify

Bad token.

Why use this

Read this when a credential URL won't verify and someone is questioning whether the cert is real.

Benefits:

  • Re-open the URL from the original email to rule out a corrupted link.
  • Identify revoked credentials so you can re-issue if appropriate.
  • Protect your brand's trust signal.

Cause

Credential was revoked, the URL is corrupted, or the credential never existed.

Fix

  1. Re-open the URL fresh from the original email.
  2. Contact the issuing business if still failing.

Related

  • help-public-credential.

Public · funnels

Funnel public-id returns 404

Bad ID or unpublished funnel.

Why use this

Read this when a public funnel URL is returning 404 and you're losing leads.

Benefits:

  • Confirm the funnel is published (not still in draft).
  • Re-share the correct URL so the next visitor lands.
  • Stop the bleeding within minutes.

Cause

Funnel was unpublished, or the publicId in the URL is wrong.

Fix

  1. Confirm the funnel is published at /funnels.
  2. Re-share the published URL.

Related

  • help-funnels.

Reports & analytics

AEO scan returns nothing

No citations.

Why use this

Read this when the AEO scan looks empty and you need to know whether you're not cited yet or your setup is wrong.

Benefits:

  • Stop second-guessing whether the scan ran (cron is hourly).
  • Tighten or loosen tracked queries to surface real citations.
  • Get back to publishing the kind of content that gets cited by ChatGPT, Claude, Gemini, Perplexity.

Cause

Either you are not cited yet, your tracked queries are too generic, or the AEO cron has not run.

Fix

  1. Open /aeo.
  2. Refine queries to be more specific.
  3. Wait for cron (runs hourly).
  4. Publish more authoritative content.

Related

  • help-aeo.

Competitor screenshot stale

Diff not updating.

Why use this

Read this when a competitor screenshot looks days or weeks old and your diff radar isn't ticking.

Benefits:

  • Force a re-fetch on demand instead of waiting for the cron.
  • Know when a competitor blocks scraping (no fix, use manual screenshots).
  • Keep your competitive intel current.

Cause

Either the competitor blocks scraping, or the cron has not re-fetched.

Fix

  1. Open /competitors.
  2. Force re-fetch on the competitor.
  3. If the row is flagged "scrape blocked," there is no fix; use manual screenshots.

Related

  • help-competitors.

Sales & CRM

Can't see my custom objects

Schema visibility.

Why use this

Read this when you defined a custom object but it isn't appearing in your CRM.

Benefits:

  • Confirm the schema is actually published (not still in draft).
  • Ask the owner to grant role access if you're a viewer.
  • Get back to using your custom-defined records.

Cause

Schema is marked hidden, or RLS policies are too strict for your role.

Fix

  1. Open /custom-objects.
  2. Confirm schema is published.
  3. If you are a viewer, ask owner to grant access.

Related

  • help-custom-objects.

Lead discovery returns zero

Tight filters.

Why use this

Read this when a discovery run returns zero leads and sales is waiting for pipe.

Benefits:

  • Loosen filters one at a time to find the constraint.
  • Try a different source if the first one has no coverage for your region.
  • Confirm source integrations are connected so the next run actually queries.

Cause

Filters too narrow, or source not available for the region.

Fix

  1. Loosen filters one at a time.
  2. Try a different source.
  3. Check if the source integration is connected.

Related

  • help-leads-discover.

Settings · billing + BYOK

Credit balance not updating

Lag on counters.

Why use this

Read this when /settings/credits looks wrong and you're worried you're being over-charged.

Benefits:

  • Know that a few minutes of lag is normal (counters update async).
  • Stop refreshing every 10 seconds; check back in 5 minutes.
  • Escalate via /chat if balance is still stale after an hour.

Cause

Credit counters update asynchronously; a few minutes of lag is normal.

Fix

  1. Wait 5 minutes.
  2. Refresh /settings/credits.
  3. If balance still stale after an hour, ask in /chat.

Related

  • help-settings-credits.

Settings · general

Custom domain not verifying

DNS propagation.

Why use this

Read this when your custom domain isn't verifying and you can't ship to your branded URL.

Benefits:

  • Avoid the "wait, why isn't this working" spiral (DNS can take up to 24 hours).
  • Catch typos in DNS records (exact match required).
  • Get your branded domain live without a support ticket.

Cause

DNS records not propagated yet, or records added with wrong values.

Fix

  1. Wait up to 24 hours for DNS to propagate.
  2. Re-check records at your registrar (exact match required).
  3. Click verify again.

Related

  • help-settings-branding.

Webhook firing in a loop

Misconfigured retry.

Why use this

Read this when a webhook is firing repeatedly and you're worried about runaway costs or duplicate records.

Benefits:

  • See error rate at /settings/webhooks to confirm the loop.
  • Fix the endpoint to return 2xx so retries stop immediately.
  • Trust that Looper backs off exponentially (v0.143aw) so you have time to react.

Cause

Endpoint returning a non-2xx response, triggering Looper''s retry; or two webhooks pointing at each other.

Fix

  1. Open /settings/webhooks. Check error rate.
  2. Fix the endpoint to return 2xx.
  3. Looper backs off retries exponentially (v0.143aw).

Related

  • help-settings-webhooks.

Settings · snapshots

Snapshot apply fails

Target conflict.

Why use this

Read this when you push a snapshot and it doesn't take — common during onboarding new clients.

Benefits:

  • See exactly which records conflict in the diff view.
  • Resolve targeted conflicts instead of starting over.
  • Get the new client onboarded today, not next week.

Cause

Target tenant has conflicting records, or some surfaces need re-auth after apply.

Fix

  1. Open /settings/snapshots.
  2. Use the diff view to see conflicts.
  3. Resolve in the target tenant, retry apply.

Related

  • help-settings-snapshots.

Sites

Site won't deploy

Common publish failures.

Why use this

Read this when a generated site won't go live and you need to know whether it's content, lock, or DNS.

Benefits:

  • Find the failure type fast (red banner on the site detail).
  • Verify DNS records when on a custom domain.
  • Re-trigger publish without rebuilding the site from scratch.

Cause

Either a missing required section, a publish lock from a previous attempt, or a DNS issue on a custom domain.

Fix

  1. Check the site detail page for red-banner errors.
  2. If on a custom domain, verify DNS records at /settings/branding.
  3. Re-trigger publish.
  4. If still stuck, ask in /chat with the site URL.

Related

  • help-sites, help-settings-branding.