Troubleshooting

If a connected channel is quiet, check the path from the channel to the conversation and the configured Force. These checks help narrow down where a reply stopped.

WhatsApp number not receiving or not responding

1. Check the channel status. Open the Integrations app (see Connect WhatsApp): the WhatsApp integration must show Connected. If it shows Setup required, complete the WhatsApp connection flow from that card. You can also see channel state under Settings → Channels.
2. Check the OmniForce status. Open your workforce roster (AI Employees): the OmniForce assigned to the channel must be active and have its required context configured. If it is paused, choose Activate Agent from its menu. This opens configuration, where an authorized workspace member can review missing context and confirm activation.
3. Check the conversation mode. In Conversations (see the Conversations guide), if the conversation shows a team member took over (filter Needs me), the AI is intentionally silent. Click Return to AI to hand it back.
4. Check your Neural Credits. Insufficient credits can block credit-gated actions. Review the balance and usage policy in Billing (see the Billing guide).
5. Test end to end. Send a WhatsApp message from a personal phone to your business number and watch Conversations — if the message appears but no reply follows, check the Force, conversation mode, credits and any on-screen error. If no inbound message appears, revisit the channel connection and provider setup.

OmniForce: paused vs. active

The roster shows a Force status. Status alone does not confirm that a channel or workflow is ready:

• Active — the Force is eligible for supported work on its configured channels. A connected channel, approved context, permissions and available credits may still be required. See Skill Hub for current skill availability.
• Paused — the Force is not available for supported execution. Check Conversations for inbound messages that need a person.

To pause a Force during a campaign change or content review, choose Pause Agent in its menu. To resume, choose Activate Agent, review its configuration and confirm activation. Missing context or a seat limit can prevent activation.

Out of Neural Credits

What happens at zero depends on your subscription:

• Credit-gated trial actions stop at zero. The platform may refuse further paid actions with: "Trial Neural Credits exhausted. Upgrade your plan to continue."
• Included Neural Credits refresh monthly without rollover. When Wallet-funded usage is enabled and separately purchased Wallet balance is available, it can fund usage beyond the included pool. Otherwise, wait for the reset or review your plan in Billing.
• Some credit-gated actions are checked before they start. For example, the Neural Browser checks whether a workspace can afford an agent task before starting it.

Open Billing in your workspace to review your remaining credits, reset date, plan and Wallet settings. The Billing guide explains where to check these details. Included credits do not roll over. Review the applicable rates before enabling paid usage.

Login problems

• "I signed up but can't log in." Signup requires clicking the confirmation link emailed to you. Check spam for the message from Eyeleven; until confirmed, login fails.
• Forgotten password. On the login page use Forgot password: you will receive a time-limited reset link by email, which takes you to a page to set a new password. If the link has expired, request a new one — old links are single-use.
• Password reset email never arrives. Check spam and confirm you typed the exact address you registered with. The form responds identically for unknown addresses (a privacy measure), so a typo produces no email with no error.
• Prefer not to type a password? The login page also offers a magic link: enter your email and press the magic-link button — you receive a one-time sign-in link by email. Links are time-limited and single-use; if one expires, simply request another.
• Logged in but the desktop looks empty. Your role may limit which apps you see — ask a workspace Owner or Admin to review your role.

Where to check channel status

• Integrations app — each integration card shows Connected, Setup required, or Coming soon.
• Settings → Channels — the same connection states in your workspace settings.

Still stuck?

Write to [email protected] with your workspace name, the phone number involved, and the approximate time of the failed message — and any error shown in the app. Support may ask for more details.