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Troubleshooting & FAQ ​

Login Issues ​

Can't log in ​

  • Check email/password — Ensure correct credentials
  • Caps Lock — Passwords are case-sensitive
  • Reset password — Click "Forgot Password" on login page
  • Account locked — Contact your admin after multiple failed attempts
  • Browser cache — Clear cookies and try again

Email verification failed ​

  • Link may have expired (valid for 24 hours)
  • Request a new verification email from the login page
  • Check spam/junk folder for the original email

Forgot password ​

  1. Click "Forgot Password" on login page
  2. Enter your email address
  3. Check inbox for reset link
  4. Set a new password (minimum 8 characters)

Data Issues ​

Leads not showing ​

  • Check your filters — You may have an active filter hiding records
  • Check date range — Dashboard filters apply to list views
  • Check permissions — Your role may limit visible records
  • Check owner — "My Leads" filter shows only your assigned leads

Duplicate records ​

  • Use Import → Skip Duplicates when importing
  • Check by email or phone before manual creation
  • Merge duplicates: Select 2 records → Actions → Merge

Data not saving ​

  • Check required fields (marked with *)
  • Check internet connection
  • Try refreshing the page
  • Check browser console for errors (F12 → Console)

WhatsApp Issues ​

Messages not delivering ​

  1. Window closed — 24-hour window expired, use a Template message
  2. Not opted in — Enable opt-in for the contact
  3. Token expired — Refresh Meta API access token in Settings
  4. Template not approved — Check template status in Meta Business Manager
  5. Phone format — Use international format (e.g., 919876543210, no + or spaces)

Can't connect WhatsApp ​

  • Verify Phone Number ID in Meta Business Manager
  • Check Access Token is valid and not expired
  • Ensure webhook URL is accessible from the internet
  • Verify tenant ID is correct in headers

Templates rejected ​

  • Don't use marketing language in "Utility" category templates
  • Include opt-out instruction for marketing templates
  • Variables must be formatted as 1, 2 etc.
  • Avoid URLs in template body (use buttons instead)

Email Issues ​

Emails not sending ​

  • Verify SMTP settings in Settings → Email
  • For Gmail: Use App Password (not regular password)
  • Check port: 587 (TLS) or 465 (SSL)
  • Test with "Send Test Email" button
  • Check if email provider blocks "less secure apps"

Emails going to spam ​

  • Use a business email domain (not @gmail.com)
  • Set up SPF, DKIM, DMARC records for your domain
  • Avoid spam trigger words in subject lines
  • Don't send bulk emails to purchased lists

Performance Issues ​

Page loading slowly ​

  • Clear browser cache (Ctrl+Shift+Delete)
  • Check internet connection speed
  • Reduce records per page (25 instead of 100)
  • Close unused browser tabs
  • Try a different browser (Chrome recommended)

Import taking too long ​

  • Split large files into batches of 2,000-5,000 records
  • Ensure CSV is properly formatted (no extra columns)
  • Remove duplicate rows before importing
  • Check file size (under 10MB recommended)

Pipeline Issues ​

Can't move lead to next stage ​

  • Check if the stage requires specific fields to be filled
  • Check if approval is needed for that stage transition
  • Verify you have permission to change status
  • Some stages may be restricted by workflow rules

Pipeline stages not showing ​

  • Go to Settings → Pipelines and verify stages exist
  • Check if the correct pipeline is selected
  • New pipelines need at least one stage to appear

Invoice Issues ​

Invoice number not generating ​

  • Check Settings → Invoice Configuration
  • Ensure auto-numbering is enabled
  • Verify the number prefix/format

Can't send invoice ​

  • Verify email settings are configured
  • Check if the contact has a valid email address
  • Try downloading as PDF and sending manually

Mobile / Browser Issues ​

Not working on mobile ​

  • ZenTraq is optimized for desktop browsers
  • Mobile support is responsive but limited
  • Use Chrome or Safari on mobile
  • Rotate to landscape for better table views

Browser compatibility ​

  • Recommended: Google Chrome (latest)
  • Supported: Firefox, Safari, Edge (latest versions)
  • Not supported: Internet Explorer

Account & Billing ​

How to upgrade/downgrade plan ​

  • Go to Settings → Subscription
  • Choose a new plan
  • Changes take effect immediately (prorated billing)

How to add more users ​

  • Settings → Users → Invite
  • Additional users may require plan upgrade
  • Check your plan's user limit

How to delete my account ​

  • Contact support at support@zentraq.in
  • Data deletion is permanent and irreversible
  • Export your data first (Settings → Data Management → Export All)

Getting Help ​

Support Channels ​

  • Email: support@zentraq.in
  • WhatsApp: +91-XXXXXXXXXX
  • In-app: Click the help icon (?) in the bottom-right corner
  • Documentation: docs.zentraq.in (this site)

Reporting a Bug ​

Include these details:

  1. What you were trying to do
  2. What happened instead
  3. Screenshot or screen recording
  4. Browser and device info
  5. Your tenant/account name

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