If something is not working
Find what you see on the screen in the tables. If that does not help, write to the support chat or call +38 044 300 24 01: describe what you did and attach a screenshot.
Key and balance
Section titled “Key and balance”| What you see | Cause | What to do |
|---|---|---|
| “Add an AlphaSMS key” in the top bar | the key is not connected yet | follow the Quick start |
| “AlphaSMS rejected this key. Nothing was saved” | the key was not copied in full or it is inactive | copy the key again; in your AlphaSMS account, check that it is marked Active (Активний) |
| “This key is restricted to an IP list” | an IP whitelist is set for the key | in your AlphaSMS account (Settings (Налаштування) → API), clear the IP whitelist (Білий список IP-адрес) field |
| “Key not working” (red dot) | the saved key was disabled or deleted in your AlphaSMS account | create a new key and save it on the “Provider” tab |
| “Balance unavailable” | AlphaSMS is temporarily not responding | wait a few minutes and click Refresh balance |
| Yellow dot, “Top up your AlphaSMS balance” | there is less than 100 UAH in the account | top up the balance in your AlphaSMS account |
| “Only the portal owner or an administrator can change the AlphaSMS key” | you do not have these rights | ask the portal owner or an administrator |
Sending from the card
Section titled “Sending from the card”| What you see | What to do |
|---|---|
| “No recipient phone” | add a number in the card; for a deal, in the linked contact |
| “Pick a sender (alpha-name)” | choose a name from the list; if the list is empty, see the alpha names section below |
| “This number is on the stop list — the message was not sent” | the number is blocked; you can remove it in Settings → Stop list |
| “AlphaSMS has not verified this sender” | choose another name or refresh the list on the “Alpha names” tab |
| “This alpha-name is not allowed on the selected channel” | choose another name or change the channel of the name on the “Alpha names” tab |
| “AlphaSMS is not responding right now” | try again in a minute |
| The “Request error” status | AlphaSMS rejected the message; open it in the history to see the reason. For Viber, most often the sender name is not connected to Viber |
| The status stays “Accepted” for a long time | the customer’s phone is switched off or out of coverage; the status changes when the operator responds |
| The app tab is missing from the card | refresh the page; check that the app is installed in the app store (Крамниця застосунків) |
Alpha names
Section titled “Alpha names”| What you see | What to do |
|---|---|
| “No alpha-names yet” | add a sender name in your AlphaSMS account, wait for approval and click Refresh from AlphaSMS |
| The “Not verified” status | operators are still approving the name; this is done on the AlphaSMS side |
| “Channel not confirmed by you” | in the “Channel” column, specify where the name is allowed: SMS, Viber or both |
Campaigns
Section titled “Campaigns”| What you see | What to do |
|---|---|
| No saved filters | open the list of the records you need in Uspacy in this browser tab and come back |
| “This filter has conditions we cannot transfer yet” | choose another filter or remove the named condition in the CRM filter |
| “No recipients match these criteria” | the selected records have no phone numbers, or all the numbers are on the stop list |
| “AlphaSMS serves none of the numbers in this list” | choose another filter: nothing can be delivered to these numbers |
| “Not enough balance” at the estimate step | top up your AlphaSMS balance: you need the cost of the campaign, the reserve of running campaigns and a 5% margin |
| “No verified sender for this channel” | see the alpha names section above |
| The “Paused” status with a reason | see why the app paused a campaign |
| “Preparing” takes a long time | this is normal for a large audience: about 10–15 minutes per 20,000 records |
| “In flight” does not go down | delivery reports arrive gradually; for phones that are switched off, it takes up to several days |
Automatic messages
Section titled “Automatic messages”| What you see | What to do |
|---|---|
| A message did not arrive right after installation or after the first rule was created | Uspacy starts passing events with a delay of up to 5–10 minutes; change the stage again later |
| A message did not arrive, the rule is enabled | check: the record has a phone number; the number is not on the stop list; this is a real stage change, not an edit; the “Cooldown” since the previous message to this record has passed |
| A message arrived late | the event happened during quiet hours, and the message was sent after they ended |
| “A rule already exists for this stage” | one rule per stage; change the existing one |
| “This template is made for another record type” | choose a template of the same type as the rule, or one with the “Any” type |
| “Could not update the subscription (webhook) on the Uspacy side” | the change was not saved; try again in a minute |
| “Could not load funnels from Uspacy” | refresh the page; meanwhile, existing rules can be enabled, disabled and deleted |
AI editor
Section titled “AI editor”| What you see | What to do |
|---|---|
| “The AI editor is switched off in the settings” | turn on Allow the AI assistant in Settings → General |
| “Wait a few seconds and try again” | there is a short pause between AI requests; try again in 2–3 seconds |
| “Too many AI requests” | try again in a minute |
| “The daily AI editor limit is used up” | try again tomorrow |
| “The AI changed the variables in the text — the suggestion was discarded” | the text is unchanged; try another style |
| “The AI changed the language of the message — the suggestion was discarded” | the text is unchanged; try again or use another style |
| “The text is too long for the AI editor” | shorten the text to 2000 characters |