Common Errors & Troubleshooting

This section contains most occurring errors and how you can troubleshoot them to fix.

The Password field is not accepting my password

Whenever you are setting up a password, make sure you use:

• At least 8 characters —the more characters, the better

• At least one uppercase letter

• At least one numeric character

• At least one special character, e.g.,! @ # ? ]

Failing to follow these guidelines may result in the issue you are facing.

The Email field is not accepting my email

It may occur due to the following reasons:

1. You already have an account on BotPenguin

2. The email address you entered is invalid or has been blocked by BotPenguin

My WhatsApp API key is not working

It is happening probably because of the below reasons:

1. The key you are using may not be correct or have some error. Verify your key with your provider

2. Your key is already in use.

My Telegram bot token is not working

It is happening probably because of the below reasons:

1. The token you are using may not be correct or have some error.

2. Your token is already in use.

I am unable to connect To my Facebook page

It is happening probably because of the below reasons:

1. You have not allowed all the permissions required for your Facebook page. Please note that you must be an admin of the Facebook page to initiate integration.

2. You have already connected another application or bot to your Facebook page.

3. Your Facebook business page or account is disabled temporarily or permanently.

I have installed the script on my website; however, a bot is not appearing

Your bot may not appear due to the following reasons

1. You have exceeded your message limit on your plan

2. You have disabled your bot in the country, IP, region, the website you want to access BotPenguin.

3. There might be some typo in the script that you used to install the chat widget.

4. You have not installed the script in the right location, i.e., is the head tag.

I have connected the bot to my CRM. However, it is not sending leads

It may occur due to the following reasons:

1. Authentication credentials such as Auth Token or API key entered incorrectly or have expired, So try reconnecting the CRM.

2. Make sure that your CRM account is working fine.

3. Make sure all the parameters fields are mapped correctly

4. Make sure you have a paid subscription to BotPenguin, and that You have not exhausted your message limit.

I am unable to connect to my CRM

It may occur due to the following reasons:

1. Authentication credentials such as Auth Token or API key are entered incorrectly or have expired, So try reconnecting the CRM.

2. Make sure that your CRM account is working fine.

3. Make sure all parameter fields are mapped correctly.

I created the test lead. However, I cannot see it in my leads panel

It may occur due to the following reasons:

1. Your lead can be delayed for 15 min in some cases.

2. Your visitor does not qualify for the leads.

I am not receiving new lead notifications

It may occur due to the following reasons:

1. Your lead can be delayed for 15 min in some cases.

2. Your visitor does not qualify for the leads.

3. You will not receive a notification until you have closed the chat session by clicking on the X button if you haven't enabled the 'Send incomplete response' option.

4. This feature is only available under the paid plan, So make sure you are not on a free plan.

My analytics seems to be wrong. It shows old data

Your Analytics will update at 24-hour intervals, So every time you see the analytics, it shows data since the previous day's end.

Please Note:

Currently, Analytics does not count any messages from Facebook, WhatsApp, or Telegram bot.

I am unable to add anything after three team members

In the paid plan for BotPenguin, There is a Limit of 3 team members. Suppose you want to add more than three members. You can contact us to set up more than three team members at an additional cost.

I am unable to apply the white label add-on

This feature is only available to users with a King plan subscription and above. Hence, you must upgrade your subscription first to avail white label add-on.

I am unable to use the messages add-on

This feature is only available to users with a King plan subscription and above. Hence, you must upgrade your subscription first to avail yourself of message add-ons.

My payment link has expired

Due to security reasons, a payment link is only available for a specific period.

1. If your payment link has expired, you must retry payment again by creating a new one from the payment gateway.

2. If your money is deducted and the transaction has failed, it usually returns in three business days. If not, please contact us at [email protected] .

I have made changes to my configuration. However, it is not reflected in the bot

All the changes of Bot Configuration get reflected after 15 mins. If you can't see the changes, Go to Bot Settings -> General and Click the Invalidate cache button.