When to call the developer

Most problems can be solved without the developer. Try the guides, then the Help button in the portal, then another admin. Call the developer only for the things below.

Call the developer when

• The portal won't load for anyone.
• Every number stops replying, and Test connection for WhatsApp under Settings › Integrations fails with an access error such as "WhatsApp rejected the app's access".
• Meta shows a problem with your business account or app, such as restricted, disabled or verification.
• You changed file storage, live calls or error tracking settings. These apply only after a restart.
• A key has been lost or changed and nobody has it.
• You need a new web address, a new site, or something looks wrong with the server.

Fix it yourself first

These are not developer problems:

• One number or one assistant not replying. See Assistant not replying.
• A template rejected. See Fix a rejected template.
• Someone can't sign in. See Sign-in problems.
• Someone isn't getting alerts. See Not getting alerts.
• A broadcast that failed. See Broadcast problems.

Before you call

Have these ready:

1. The page you were on.
2. What you did just before.
3. The exact message on screen.
4. The time it happened.
5. A screenshot.
6. The result of Test connection for the service involved. See Church services (integrations).

Tip: Support requests from your team show where people get stuck. See Support requests.