Troubleshooting Guide — StudioM Platform¶

Who this guide is for: Anyone experiencing issues with the StudioM platform who wants to diagnose and resolve common problems. Time to read: Approximately 10 minutes (or jump to the relevant section)

Before You Contact Support¶

Many common issues can be resolved quickly with a few checks. Try these first:

Refresh the page — solves more than you'd think
Clear your browser cache — go to your browser settings → clear browsing data → reload
Try a different browser — Chrome is recommended; if Chrome isn't working, try Edge or Safari
Try an incognito/private window — rules out browser extensions causing issues
Check your internet connection — a flaky connection causes intermittent platform issues
Log out and log back in — resolves session-related issues

If the issue persists after these steps, use this guide to diagnose further — or contact StudioM Support.

Contacts and CRM¶

Contact Not Appearing After Form Submission¶

Symptoms: Someone filled out a form but no contact was created.

Check: 1. Go to Contacts and search by name, email, or phone — the contact may exist but under a different name 2. Go to Forms → select the form → Submissions — check if the submission was received 3. Check whether the form has a conditional logic step that must be completed for the contact to be created 4. Check that the form is published and not in draft mode

If submissions are coming through but no contacts are being created, contact StudioM Support — there may be a form integration issue.

Duplicate Contacts¶

Symptom: The same person appears multiple times in your contacts list.

Fix: 1. Open one of the duplicate records 2. Click the three-dot menu → Merge Contact 3. Search for and select the duplicate record 4. Choose which record to keep as the "master" — all data from both records merges into this one 5. The duplicate record is deleted

Prevention: Enable duplicate checking in Settings → Business Profile → Contact De-duplication.

Contact Has DND (Do Not Disturb) Enabled — Messages Not Sending¶

Symptom: SMS or emails to a contact fail silently; no error shown but messages don't arrive.

Check: 1. Open the contact record 2. Look for the DND indicator (usually shown as a toggle or icon near the contact's channels) 3. If DND is enabled for a channel, click to review — it may have been set automatically when the contact replied STOP (SMS) or unsubscribed (email)

Important: Only disable DND if the contact has explicitly re-consented to receive messages. Never override a genuine opt-out.

Conversations and Messaging¶

SMS Messages Not Delivering¶

Symptoms: Messages show as "Failed" or contacts say they're not receiving texts.

Check in order: 1. Phone number format — the number must include the country code: +61412345678 not 0412345678 2. DND status — check the contact record for DND on SMS (see above) 3. Contact has replied STOP — if they opted out, SMS is blocked permanently until they re-opt-in by texting START 4. Message content — certain words trigger carrier filtering (URLs, promotional language in compliance-sensitive formats)

If valid messages to multiple contacts are failing, contact StudioM Support — there may be a carrier issue with your number.

Emails Going to Spam¶

Symptoms: Contacts report finding your emails in spam/junk, or email open rates are very low.

Check: 1. Your "From" name — use your real business name; avoid words like "Free", "!!!", "URGENT" in subject lines 2. Unsubscribe link — all marketing emails must have one; its absence triggers spam filters 3. Email content — avoid image-only emails, excessive links, or all-caps text 4. Warm-up — new email sending domains need gradual sending volume increases; high volume from a new domain triggers filters

Domain authentication (SPF, DKIM, DMARC) is managed by StudioM. If you're seeing widespread deliverability issues, contact StudioM Support and we'll review your sending configuration.

WhatsApp Messages Not Sending¶

Symptom: Can't send a WhatsApp message; getting an error.

Most common cause: The 24-hour session window has expired. You can only send free-form messages within 24 hours of the contact's last message to you.

Fix: Use an approved Message Template to re-open the conversation. (See the WhatsApp guide for details.)

Other causes: - The contact's number isn't registered on WhatsApp — the message will fail - WhatsApp connection has been disconnected — contact StudioM Support

Inbound Messages Not Appearing¶

Symptom: Contacts say they replied but you can't see their message.

Check: 1. Check the correct channel filter in your Conversations inbox — make sure you're not filtering to only SMS when the message came via email 2. Check whether the conversation is assigned to a specific team member — you may be viewing only your own conversations 3. Check archived conversations — messages in archived conversations don't appear in the main inbox 4. Refresh the page or check the mobile app

Workflows (Automations)¶

Workflow Not Triggering¶

Symptom: The expected trigger event happened but the workflow didn't start.

Check in order: 1. Is the workflow published? — Go to the workflow → confirm the toggle at the top right shows Published (not Draft) 2. Does the contact meet the filter conditions? — If the workflow has filters (e.g., "only trigger for contacts with tag X"), the contact must meet those conditions 3. Is the trigger set correctly? — Re-check the trigger type and its settings; a "Form Submitted" trigger for Form A won't fire for Form B 4. Workflow history — Go to the workflow → click the History or Logs tab → search for the contact to see if the workflow ran and what happened

Workflow Stopped Mid-Way¶

Symptom: A workflow started but stopped after a certain step.

Check: 1. Open the workflow → go to History → find the contact's workflow run 2. Look for the step where it stopped — there will usually be an error message 3. Common causes: - A Wait step is holding the contact — they're paused, not stopped. This is normal. - An action failed (e.g., sending an SMS to a DND contact) - A Goal step was reached and the workflow ended intentionally - The contact was removed from the workflow manually

Workflow Sending Messages at Wrong Times¶

Symptom: Scheduled SMS or emails are going out at unexpected times.

Check: 1. Account time zone — go to Settings → Business Profile and confirm the time zone is correct 2. "Send in timezone of contact" option — if enabled, messages send based on each contact's timezone; if the contact's timezone is missing or wrong, it defaults to the account timezone 3. Wait step timing — check that wait durations (hours/days) match your intent

Contacts Not Moving Through Workflow as Expected¶

Symptom: Contacts aren't progressing, or multiple contacts seem stuck at the same step.

Check: 1. Check if a Wait step is holding them — this is usually intentional 2. Check if contacts are in a different workflow run (a contact can be in the same workflow multiple times if re-enrolled) 3. Look at the individual contact's workflow history in their contact record (Activity tab)

Calendars and Appointments¶

Booking Page Not Showing Availability¶

Symptom: The booking link shows no available times, or "no availability" message.

Check: 1. Calendar connected? — Go to Settings → Integrations → Calendar and confirm your Google Calendar (or other calendar) is synced 2. Availability windows set? — Open the calendar settings and check that working hours/days are configured 3. Buffer time — if you have large buffer times (before/after appointments), this can block all remaining slots 4. Advance booking limits — check if you've set a limit on how far in advance people can book 5. Existing appointments — the calendar may be legitimately full

Double-Booking Happening¶

Symptom: Two people booked the same time slot.

Check: 1. Google Calendar sync — if you have other commitments in Google Calendar that the platform doesn't know about, slots won't be blocked. Connect your Google Calendar in Settings → Integrations. 2. Conflict checking — ensure "Check for calendar conflicts" is enabled in your calendar settings

Appointment Confirmation Emails Not Sending¶

Symptom: Clients book appointments but don't receive confirmation emails.

Check: 1. Go to the calendar settings → Notifications tab 2. Confirm that the confirmation email is enabled and has content 3. Check the client's spam folder 4. Check that the client's email address is valid on their contact record

Payments and Invoices¶

Invoice Not Sending¶

Symptom: You sent an invoice but the client says they didn't receive it.

Check: 1. Open the invoice → check the status (Sent, Viewed, Paid, Overdue) 2. Check the client's email address on the invoice is correct 3. Ask the client to check their spam folder 4. Try resending the invoice from within the invoice record

Payment Not Processing¶

Symptom: Client says they tried to pay but got an error.

Check: 1. Is your payment gateway (Stripe, etc.) still connected? → Settings → Integrations → Payments 2. Is the invoice in a payable status (not already paid or voided)? 3. What error message did the client see? Common Stripe errors: card declined, insufficient funds, expired card

If your payment gateway connection appears broken, contact StudioM Support — re-authentication of the payment processor may be required.

Payment Received But Invoice Still Shows Unpaid¶

Symptom: Money arrived in your bank account but the invoice status hasn't updated.

Check: 1. In Stripe (or your payment gateway), find the payment and confirm it was charged through the platform 2. If the client paid via bank transfer (not through the invoice payment link), you need to manually mark the invoice as paid: - Open the invoice → Record Payment

Funnels and Websites¶

Page Not Loading¶

Symptom: Your funnel or website page shows an error when visitors try to access it.

Check: 1. Is the page published? → In the funnel builder, confirm the page is published (not draft) 2. Is the funnel/site itself published? 3. Try loading the page in an incognito browser — your browser may have cached an old error 4. Check the URL for typos

If you've recently changed your domain or the issue is with the custom domain itself, contact StudioM Support.

Form Submissions Not Being Received¶

Symptom: People are filling in forms on your funnel page but you're not seeing the data.

Check: 1. Go to Forms → select the form → Submissions — is the data there? 2. If data exists in Submissions but you weren't notified: check your notification settings 3. If there are no submissions at all: check that the form is saved and the funnel page is published

Page Loads Slowly¶

Symptom: Visitors experience slow loading times.

Most common causes: 1. Large images — images over 1 MB significantly slow pages. Compress all images before uploading (use TinyPNG or Squoosh) 2. Videos — embedding auto-playing videos increases load time. Use thumbnail images with play buttons instead 3. Too many elements — simplify the page

AI and Conversation Bot¶

AI Bot Not Responding to Messages¶

Symptom: The Conversation AI bot isn't replying to inbound messages.

Check: 1. Is the AI bot enabled for that channel? → Go to Settings → AI Settings → Conversation AI 2. Is the bot set to Auto-pilot or just Suggestive mode? (Suggestive mode drafts responses but doesn't send automatically) 3. Is the conversation already assigned to a human? AI typically doesn't respond to conversations assigned to a team member

AI Bot Giving Incorrect Information¶

Fix: 1. Review the relevant conversation 2. Update your Knowledge Base with the correct information 3. Follow up with the contact manually if the incorrect response may have caused confusion

Performance Issues¶

Platform Is Running Slowly¶

Try: 1. Refresh the page 2. Clear browser cache (Ctrl+Shift+Delete / Cmd+Shift+Delete) 3. Close other browser tabs 4. Try a different browser (Chrome recommended) 5. Restart your browser completely

Platform Looks Different Than Expected¶

Possible causes: - A platform update was applied (new features, updated UI) — check the navigation for relocated items - Your browser is showing a cached old version — hard refresh with Ctrl+F5 (Windows) or Cmd+Shift+R (Mac)

Getting Help¶

If you've worked through the relevant section above and the issue persists, contact StudioM Support. When you do, please provide:

What you were trying to do (e.g., "send an invoice to a client")
What happened instead (e.g., "the send button didn't work" or "the client got an error")
Any error messages you or the client saw — screenshot if possible
Which contact, funnel, or workflow is affected (so we can look it up directly)

The more specific the information, the faster we can resolve the issue.

Need Help?¶

Contact StudioM Support any time.

Email: support@makoa.us
Live Chat: Available inside the platform