Troubleshooting & FAQ

Start with the symptom you’re seeing — every page below walks through a diagnostic ladder so you can resolve the issue yourself. If you reach the end of a ladder without success, each page tells you exactly what to copy into a support ticket.

Most common issues

• Customer didn’t receive the OTP message
• OTP was entered correctly but rejected
• Billing and message quota questions
• The app doesn’t show on my theme
• Fast Checkout block isn’t appearing
• Cross-sell WhatsApp messages aren’t sending

Contact support

If none of the above works, see Contact support for the exact information to gather before opening a ticket, and the response time guaranteed by each plan.

Note

Some issues are caused by settings inside Shopify itself (app permissions or conflicts with another app that modifies the thank-you page). Each troubleshooting page calls those out where relevant.