> ## Documentation Index
> Fetch the complete documentation index at: https://docs.autocampaign.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Fix common problems with texting, email, ads, imports, and developer connections — and report a bug from the app.

**How to use this page:** find the section for the part of the app that's giving
you trouble, then open the entry whose title matches what you're seeing.
If you're still stuck, use **Report an issue** below or email
[support@autocampaign.ai](mailto:support@autocampaign.ai).

<Info>
  **Time to complete:** \~5 minutes  ·  **Difficulty:** Beginner
</Info>

## Report a bug from the app

You can send a bug report, idea, or support request without leaving Autocampaign AI.

<Steps>
  <Step title="Open Report an issue">
    Click the **?** button (**Report an issue**) in the top header. It's on every
    page, on desktop and mobile.
  </Step>

  <Step title="Choose what you're reporting">
    On the **New Report** tab, pick **Bug Report** ("Something is broken"),
    **Feature Improvement**, or **Support Request**.
  </Step>

  <Step title="Describe it">
    Fill in **What went wrong?** (a short title, up to 255 characters) and
    **Describe the problem** (up to 10,000 characters) — what you expected and what
    happened instead. Both are required.
  </Step>

  <Step title="Attach proof (optional)">
    Add up to 10 files of up to 25 MB each — images, PDF, `.txt`, `.log`, `.csv`,
    `.json`, or `.har`. A screenshot of the error helps most.
  </Step>

  <Step title="Click Send report">
    File the report from the page where the problem happened.
  </Step>
</Steps>

**What's attached automatically:** the address of the page you filed it from, plus
your name, email, and organization so support knows who to reply to. Nothing else
is captured — no automatic screenshot, browser log, or contact data.

**What happens next:** the report goes to the Autocampaign AI support team and shows
under **My Reports** with a status — **New**, **In Progress**, **Planned**,
**Future**, **Done**, **Declined**, or **Reopened**. When support replies or the
status changes, you get an in-app notification that opens the conversation. Reply
there with **Send reply**, and attach more files if asked.

<Note>
  You only see reports you filed yourself, not your teammates' reports.
</Note>

## Connecting Twilio or Telnyx

<AccordionGroup>
  <Accordion title="Twilio says 'Invalid credentials' when I connect">
    Re-copy your **Account SID** (`AC…`) and **Auth Token** (32 chars) from the Twilio
    Console → Account Info. Watch for trailing spaces and tokens that have since
    been replaced. See [Connect Twilio](/providers/twilio).
  </Accordion>

  <Accordion title="Telnyx says 'API key is missing required permissions'">
    Your Telnyx [API key](/getting-started/glossary#api-key) (a password that lets
    Autocampaign AI use your Telnyx account) needs the **Messaging** permission.
    Recreate the key with Messaging enabled. See [Connect Telnyx](/providers/telnyx).
  </Accordion>

  <Accordion title="Customers reply but nothing shows in my Inbox">
    Finish the setup wizard so [webhooks](/getting-started/glossary#webhook) (the
    connection that tells us about incoming texts) are registered. Then confirm
    the number is attached to a managed messaging service/profile.
  </Accordion>
</AccordionGroup>

## Texts not delivering (common Twilio error codes)

<AccordionGroup>
  <Accordion title="My texts fail with error 30007 (filtered or blocked by the carrier)">
    Usually a content or compliance issue. Register [10DLC](/compliance/a2p-10dlc),
    avoid spam-trigger wording and shortened public URLs, and keep opt-in/opt-out
    language clear.
  </Accordion>

  <Accordion title="My texts fail with error 30034 (10DLC not registered or still pending)">
    The sending number isn't linked to an approved A2P campaign. Complete
    [10DLC registration](/compliance/a2p-10dlc) and attach the number to the
    registered messaging service.
  </Accordion>

  <Accordion title="My texts fail with error 21608 (number not enabled or trial restriction)">
    The from-number can't send to that destination (e.g. a trial number to an
    unverified recipient). Verify the number and destination, or upgrade the provider
    account.
  </Accordion>

  <Accordion title="My texts fail with error 21610 (the person opted out with STOP)">
    Expected when messaging an opted-out contact — the carrier blocks it. Autocampaign AI
    already excludes opted-out contacts; see [Opt-out](/compliance/opt-out).
  </Accordion>
</AccordionGroup>

## Registering to text (A2P 10DLC)

<AccordionGroup>
  <Accordion title="My 10DLC brand was rejected or shows Unverified">
    Almost always an identity mismatch. Ensure your **Legal Business Name**, **EIN**,
    and **address** exactly match your IRS records, then resubmit.
  </Accordion>

  <Accordion title="I see 'Brand is not approved yet' when I create a campaign">
    Wait until the brand badge is green (Approved/Verified) before registering a
    campaign.
  </Accordion>

  <Accordion title="My 10DLC campaign was rejected (TCR/MNO Rejected)">
    Tighten your opt-in flow description and make sample messages match your use case.
    See [A2P 10DLC](/compliance/a2p-10dlc#troubleshooting).
  </Accordion>
</AccordionGroup>

## Sending email

<AccordionGroup>
  <Accordion title="My email domain has been 'Pending' for hours">
    Check each CNAME record's host and value matches exactly (your
    [DNS](/getting-started/glossary#dns-record) provider may add the domain on
    the end automatically). DNS changes can take up to 48 hours to spread. See
    [Sending domains](/providers/email-domains).
  </Accordion>

  <Accordion title="I see 'Domain not verified' when I try to send email">
    You can only send from a **Verified** domain and a sender on it. Complete DNS
    verification first.
  </Accordion>

  <Accordion title="I see 'Email must end with @yourdomain' when adding a sender">
    A sender's address must belong to its verified domain. See
    [Senders](/providers/email-senders).
  </Accordion>
</AccordionGroup>

## Connecting ad accounts

<AccordionGroup>
  <Accordion title="I see 'Permission wasn't granted' when connecting my ad account">
    You declined a permission during Google/Facebook sign-in. Reconnect and allow
    access. See [Google Ads](/providers/google-ads) / [Meta Ads](/providers/meta-ads).
  </Accordion>

  <Accordion title="I see 'No ad accounts found' after signing in">
    You signed in with an account that has no ad accounts. Reconnect with the account
    that manages your ads.
  </Accordion>

  <Accordion title="My ad account shows 'Needs attention'">
    Access expired or was revoked. Click **Reconnect** to restore lead flow.
  </Accordion>
</AccordionGroup>

## Webhooks (for your developer)

<AccordionGroup>
  <Accordion title="My developer says the webhook signature doesn't verify">
    Sign `<timestamp>.<raw-body>` (raw bytes, pre-parse) with HMAC-SHA256 using your
    signing secret, and compare to `v1` in `X-Autocampaign-Signature`. See
    [Webhooks](/developers/webhooks).
  </Accordion>

  <Accordion title="My webhook stopped receiving events (auto-disabled)">
    Repeated failures disable an endpoint. Fix it and re-activate to reset the failure
    streak.
  </Accordion>
</AccordionGroup>

## Importing contacts

<AccordionGroup>
  <Accordion title="Some rows of my import failed with 'Invalid phone number format'">
    Phone values allow digits, spaces, hyphens, parentheses, and a leading `+`, up to
    20 characters. Clean the column and re-import. See [Import](/contacts/import-csv).
  </Accordion>

  <Accordion title="My import says 'File does not appear to contain valid CSV text'">
    Re-export as **CSV UTF-8** (not `.xlsx`) and keep it under 10 MB / 50,000 rows.
  </Accordion>
</AccordionGroup>

<Card title="Contact support" icon="life-ring" href="mailto:support@autocampaign.ai">
  We're happy to help.
</Card>