Troubleshooting Messaging Issues

5 min read

Updated January 18, 2025

TroubleshootingIssuesProblemsSolutionsSupport

Common issues and solutions for the messaging and support system.

Message Delivery Issues

Messages Not Sending

Check internet connection

Verify you're logged in

Refresh the page

Try again in a few moments

Messages Not Appearing

Check for connection status

Refresh message list

Verify correct thread selected

Clear browser cache

Notification Issues

Push Notifications Not Working

Verify notifications enabled in settings

Check browser permission (not blocked)

Ensure browser supports notifications

Try disabling and re-enabling

No Notification Badge

Refresh the page

Check if messages are truly unread

Verify connection to messaging service

Clear browser cache

Permission Blocked

To fix blocked notifications:

Click lock icon in address bar

Find Notifications setting

Change to "Allow"

Refresh and re-enable in settings

Thread Issues

Thread Not Loading

Check internet connection

Refresh the page

Try selecting a different thread first

Clear browser cache

Can't Find a Thread

Check filter settings (All vs Open vs Closed)

Use search function

Verify customer name spelling

Check if thread was archived

Customer Portal Issues

Customer Can't Send Messages

Verify customer portal access

Check customer login status

Ensure messaging is enabled for portal

Review customer account status

Customer Not Receiving Notifications

Customer needs to enable in their portal

Browser permission must be allowed

Some browsers have additional settings

General Troubleshooting

Refresh the browser page

Clear browser cache and cookies

Try a different browser

Check system status

Contact support if persistent

Getting Help

If issues persist:

Document the exact problem

Note any error messages

Capture screenshots

Contact support with details

Troubleshooting Messaging Issues

Troubleshooting Messaging Issues

Message Delivery Issues

Messages Not Sending

Messages Not Appearing

Notification Issues

Push Notifications Not Working

No Notification Badge

Permission Blocked

Thread Issues

Thread Not Loading

Can't Find a Thread

Customer Portal Issues

Customer Can't Send Messages

Customer Not Receiving Notifications

General Troubleshooting

Getting Help

Was this article helpful?

Related Articles

Message Delivery Issues

Messages Not Sending

Messages Not Appearing

Notification Issues

Push Notifications Not Working

No Notification Badge

Permission Blocked

Thread Issues

Thread Not Loading

Can't Find a Thread

Customer Portal Issues

Customer Can't Send Messages

Customer Not Receiving Notifications

General Troubleshooting

Getting Help

Was this article helpful?

Related Articles