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

# Troubleshooting

> The problems that come up most often, and the fix for each — before you open a ticket.

Most support tickets are one of the things below. Try these first.

***

## Messaging

<AccordionGroup>
  <Accordion title="&#x22;No SMS / email sender available&#x22; in a conversation">
    You have no **default** contact for that channel.

    **Settings → Profile → User Contacts** → add a contact with the right **Channel**, pick the
    **Provider**, and tick **Is Default?**.

    Remember: one number used for both calls and texts must be added **twice**, once per channel.

    → [Profile](/settings/profile)
  </Accordion>

  <Accordion title="Texts are queued but not going out">
    Open **Settings → Templates → Health**.

    * A large **Held for the morning** count means quiet hours are holding them until the morning
      release.
    * A low **Texts per number per minute** with a big queue is slow by design — the **Backlog**
      tile tells you how slow.
    * A number marked **Needs attention** may be resting, if **Rest a failing number
      automatically** is on.

    → [Messaging health](/settings/messaging-health)
  </Accordion>

  <Accordion title="RingCentral calls and texts fail">
    The number was never registered. **Settings → Profile → User Contacts** → click **Register**
    next to the RingCentral number and complete the popup.

    → [Profile](/settings/profile)
  </Accordion>

  <Accordion title="An automatic message never fired">
    Three things to check, in order:

    1. Is the event actually **Automatic**? Open **Settings → Templates → Events** and look at the
       badge — many events are **Manual** by design.
    2. Is at least one template for that event **Active**?
    3. Is there a **Delay** set that has not elapsed yet?

    → [Templates](/settings/templates)
  </Accordion>

  <Accordion title="A variable rendered as nothing">
    The variable name does not match, or the lead has no value for that field. Copy the exact name
    from the **Variables** tab.

    → [Templates](/settings/templates)
  </Accordion>

  <Accordion title="Every customer gets the identical text">
    You have one version of that template. Add three or four — BeRocker picks one at random each
    time.
  </Accordion>
</AccordionGroup>

***

## Email

<AccordionGroup>
  <Accordion title="Emails land in spam">
    Set up **SPF**, **DKIM** and **DMARC** for your sending domain. Nothing else you do matters more.

    → [Email deliverability](/integrations/email/sendgrid/email-deliveribility)
  </Accordion>

  <Accordion title="Gmail says &#x22;some permissions are missing&#x22;">
    Reconnect and approve **both** consent items: *"Read your email messages"* **and** *"Send email
    on your behalf"*.

    → [Gmail](/integrations/email/gmail)
  </Accordion>

  <Accordion title="Gmail worked and then stopped">
    Google revoked the token — a password change, an admin policy change, or long inactivity.
    Reconnect the mailbox.
  </Accordion>
</AccordionGroup>

***

## Leads

<AccordionGroup>
  <Accordion title="A provider says they sent a lead and it is not here">
    **Settings → Lead Management → Logs** records the raw incoming payload. If it is not there, it
    never arrived — check the provider is posting to the right endpoint URL.

    → [Lead source API](/integrations/lead-source-api)
  </Accordion>

  <Accordion title="Leads arrive but nobody is assigned">
    Either every agent's quota for that day is 0, or the lead arrived outside everyone's shift hours
    and there is no **after-hours fallback** set.

    → [Lead distribution](/settings/lead-distribution)
  </Accordion>

  <Accordion title="Leads are not being quoted automatically">
    Check **Settings → Pricing → Carrier pricing engine**. If it says **Auto Price is OFF**, new
    leads are quoted by hand on purpose.

    A lead containing a **custom** (off-catalogue) vehicle also skips the automatic quote and is
    routed to an agent deliberately.

    → [Pricing](/settings/pricing)
  </Accordion>

  <Accordion title="Every parsed email is Filtered out">
    Your filter rules are stricter than reality. Open one of the rows on the **Activity** tab and
    read the actual email — the sender address is usually not what you assumed.

    → [Email parsing](/settings/email-parsing)
  </Accordion>
</AccordionGroup>

***

## Load boards and dispatch

<AccordionGroup>
  <Accordion title="A load got picked up on both boards">
    Turn on **Unpost from the other loadboard when dispatched**.

    → [Carriers and Loadboards](/settings/carriers-and-loadboards)
  </Accordion>

  <Accordion title="Central Dispatch will not connect">
    The Central Dispatch API requires the **Premium** plan. The Core plan is not enough.

    → [Central Dispatch](/integrations/loadboards/centraldispatch)
  </Accordion>

  <Accordion title="Dispatch map says &#x22;Map unavailable&#x22;">
    Your organization has no Mapbox access token configured. The queues still work. Ask your admin
    or [contact support](/support/contact).
  </Accordion>

  <Accordion title="Loads show an estimated position, not live GPS">
    Live GPS comes from Super Dispatch once a carrier is secured. Everything else is estimated from
    the pickup and delivery dates — the map labels which is which.

    → [Dispatch](/using/dispatch)
  </Accordion>

  <Accordion title="A Super Dispatch order never appeared in the CRM">
    **Settings → Carriers and Loadboards → Super Dispatch sync** lists orders that could not be
    imported, with a reason and a retry.
  </Accordion>
</AccordionGroup>

***

## Payments

<AccordionGroup>
  <Accordion title="A payment link stopped working">
    Authorize.Net links expire after **15 minutes** and can only be paid once. Stripe Checkout links
    last 24 hours. Square and RevitPay links stay up until paid. Send a fresh link.

    → [Accounting](/using/accounting)
  </Accordion>

  <Accordion title="Customers do not recognise the charge on their statement">
    Set the **descriptor on customer statements** in **Settings → Business → Business details**.
    An unrecognisable descriptor is the most common cause of chargebacks.

    → [Business](/settings/business)
  </Accordion>
</AccordionGroup>

***

## Access and accounts

<AccordionGroup>
  <Accordion title="A menu item or button is missing for one user">
    It is their **role**, not a bug. Roles carry permissions, and permissions are what show or hide
    screens. An admin can change the role, or **Request a new role** from Team and security.

    → [Team and security](/settings/team-and-security)
  </Accordion>

  <Accordion title="My own notifications show up in Interactions">
    Your notification SMS number or email is the same as a customer-facing contact. Use different
    ones.

    → [Notifications](/settings/notifications)
  </Accordion>

  <Accordion title="Scheduled messages go out at the wrong hour">
    The organization **time zone** is wrong. Quiet hours and every schedule are worked out from it.

    → [Business](/settings/business)
  </Accordion>

  <Accordion title="Billing says Past due">
    Update the card on file before the grace window closes.

    → [Billing](/settings/billing)
  </Accordion>
</AccordionGroup>

***

## Still stuck?

<CardGroup cols={2}>
  <Card title="Open a ticket" icon="list-check" href="/using/tickets">
    From **Tickets** in the CRM sidebar. Attach a screenshot.
  </Card>

  <Card title="Contact support" icon="life-ring" href="/support/contact">
    WhatsApp group, phone or email.
  </Card>
</CardGroup>

<Tip>
  When you report something, include the **lead number** and roughly **when** it happened. It cuts
  resolution time more than any description.
</Tip>