FAQ & troubleshooting | DJC System Help

Account and sign-in

My email and password are right but sign-in says Invalid email or password.: You are probably on a different brand's address from the one you signed up on. Accounts are tied to the site where they were created. Use the original address.
I never got the 6-digit verification code.: Check spam, then wait for the 60-second countdown and press Resend. If the address is wrong, edit it and verify again.
The page reloaded by itself.: A new version of the app was released and loaded. Nothing saved is lost.
Push notifications do not arrive.: They work in Chrome only and need the browser permission. Open the bell → Push notification settings and switch the toggles on; allow the prompt. Installing the site as a web app makes delivery reliable. Incoming-message pushes can lag a few minutes.
I cannot find a page that is in this help.: Your brand or plan may not include it. Greyed menu items and the Upgrade page mean it needs a higher plan; some items need an add-on. See Roles & feature access.

Messages stopped arriving in the inbox.: Check the phone is online and WhatsApp is open in the background. On the phone, Settings → Linked devices should list the link. If not, reconnect with Disconnect then Connect WhatsApp.
It says this phone number is already connected to another account.: Someone else scanned the same number. Decide which account should own it and disconnect the other.
Follow-up messages are not going out for one customer.: Check the chat's three-dot menu. Both Pause AI Flow and Pause Everything must be off. Also check the contact is not on Do Not Disturb and that the flow's Off Hours are not blocking the time.
I set a tag filter and my member filter disappeared.: Tag and member filters cannot run together. Choose one.
Why are there two unread numbers on a chat?: One counts messages from the customer, the other counts replies your AI sent. Both clear when you open the chat.
A WABA reply failed with a message about a 24-hour window.: Meta allows free-form replies only within 24 hours of the customer's last message. Send an approved template instead, or wait for them to write again.
Can I delete a message from the customer's phone?: Only within two days of sending, using Also delete for everyone in WhatsApp.

The AI is not replying at all.: Is the flow ACTIVE? Is Enable AI on in its settings? Is the number assigned? Has someone sent aioff? Is the chat paused, on Do Not Disturb, or in the flow's Blocked Numbers? Are you testing from your own number (those messages never trigger the AI)?
The AI answers in the wrong language.: Set Default Language in the flow settings, or clear the User Lock Language in the chat's contact panel.
The AI keeps replying after I took over.: Pause it for that chat: Pause AI Flow in the menu, or type #### in the conversation. Resume with ###_.
A customer got stuck being asked the same question.: Remove the Waiting for Reply or Current Question Block chip in the chat header.
The AI gave a wrong price.: Add the correct answer to the flow's Q&A Index (or with Add to Knowledge Base from the message) and re-index. Exact facts belong in Q&A, not only in the prompt.
The lead quality score seems low for a keen customer.: Only the customer's messages move it, and off-topic messages cool it. Make sure the flow's prompts, location and business type describe your business so the scorer knows what on-topic means.

Facebook ad leads are not arriving.: Lead ads use their own Facebook connection. On Facebook Leads Subscription, connect and subscribe the page, then create a subscription with at least one recipient.
I cannot delete some selected leads.: Only a lead's owner can delete it. Assigned leads are skipped.
I cannot assign a lead to someone.: A lead holds at most five assignees and cannot be assigned to its own owner.
My colleague cannot see my labels or folders.: Labels and folders are personal. Share your leads source and they will see your labels on your leads, but their own list uses their labels.
The export link no longer works.: Export links expire. Run the export again and download straight away.

The broadcast stopped when I closed the tab.: Whatsapp Broadcast and WABA Broadcast run in the browser. Use Scheduled Broadcast for anything that should keep running.
Nothing was sent: all contacts are on Do Not Disturb.: Every contact on the list had opted out. Remove them or use another list.
Can I schedule from the Whatsapp Broadcast page?: No. The Create Campaign button there is not active. Use Scheduled Broadcast.
Will WhatsApp ban my number?: Heavy, unsolicited or reported messaging can. Keep delays long, message people who expect you, include the #STOP# button, and prefer WhatsApp Business for marketing.
My template was rejected.: Hover the template for Meta's reason, edit it and resubmit. Marketing content in a Utility template is a common cause.

Where is my invoice?: Subscription → Manage Billing opens the Stripe portal with invoices and card details.
Why is yearly more than twelve times monthly divided by twelve?: It is not; yearly charges twelve months for a fourteen-month cycle. The card shows the cycle total.
The Subscription page is missing.: Your admin has hidden it. Contact them for plan changes.
How do I add an add-on such as sub-accounts?: Add-ons are switched on by your reseller or the operator. Contact them.

Still stuck? Contact us or email help@djc.ai.