Skip to main content

Troubleshooting

How to use this page​

Search for your specific symptom. If not listed, try:

  1. Admin chatbot (in-app, bottom right) — knows your shop's current state and can diagnose.
  2. Support email — support@sumeru.systems
  3. Slack (Pro+) — #support channel

Common issues​

Email / WhatsApp / SMS​

"My customer says they didn't get the email I sent." Check the message log for that customer (Customer 360 → profile → messages). The skip reason will be one of:

  • no_opt_in — they're not opted into email
  • globally_unsubscribed — they unsubscribed
  • daily_cap / channel_cap — they've already received daily limit
  • quiet_hours — sent during quiet hours (waited)
  • bounce / spam_complaint — Suppressed

If "delivered" but they say not received: check spam folder; verify their email is correct in Customer 360.

"WhatsApp messages aren't sending — count is 0." Verify:

  1. WhatsApp Business Account is connected (Communications → WhatsApp)
  2. Template is approved by Meta
  3. Customer is opted in (check Customer 360)
  4. Customer is inside the 24h window OR template is configured for outside

If template is paused/rejected, Meta has to re-approve it — contact support and we'll resubmit and confirm when it clears.

"SMS being filtered by carrier." Almost always: A2P 10DLC registration not complete, or content triggers carrier filter (excessive emoji, all-caps, URLs without short-link).

Customer 360​

"I see two profiles for the same person." Identity resolution hasn't merged them yet. Either:

  • They share an identifier the system hasn't connected yet (will merge on next match)
  • They share no identifiers (genuinely separate from system's view)

Manual merge available in Customer 360 → Duplicates tab.

"messagesToday isn't resetting at midnight." The midnight UTC reset cron may have failed. Contact support — this needs an operator to restart the job; there's nothing to fix on your side.

Campaigns / journeys​

"My campaign sent to fewer recipients than the audience." Check the skip count + reasons. Common: many recipients were over fatigue cap or in holdout.

"Customers stuck at step 3 of journey." Step 3 is probably a wait step. Check the enrolment detail to see when the next step fires.

Multichannel​

"Inventory sync mismatched between Shopify and Amazon." Sync latency typically <30 sec. If persistent mismatch:

  1. Check inventory + order sync status (Multichannel → status)
  2. Look for pending order import
  3. Check if buffer stock setting is in play

"Marketplace order didn't import to Shopify." Almost always webhook hiccup. Status page shows queue; re-trigger if needed.

SEO​

GSC data isn't pulling​

  1. Verify GSC connection (SEO → GSC engine)
  2. Verify the property selected matches your domain
  3. Re-OAuth if token expired

Rank tracker not updating​

Daily updates run nightly UTC. If 48h+ stale, check tracker status in admin.

Competitor discovery or share of voice went empty​

These now count live Google results only. Older top-10 lists were AI estimates and are excluded. Re-analyse the keyword once live SERP data is available. See Live search results versus AI estimates.

Market Intelligence​

"Research is not configured" or "Web research is not configured"​

The platform's research provider isn't set up. Market reports and X-Rays can't run; the SWOT still works from your store data. Contact support.

A report is marked Partial​

Open it. The banner at the top lists what couldn't be completed and why, for example the research budget was reached or search demand couldn't be measured. Everything shown is still cited. See How to read a report.

An X-Ray dimension says "Unavailable"​

The reason is shown next to it. Most mean the competitor isn't tracked yet in the place that dimension reads from (price monitor, SEO crawl, backlink research). See the 11 dimensions.

"Not enough store data yet for an evidence-based SWOT"​

No store signal had enough data to use. The message lists what's missing: typically reviews, Search Console data or matched competitor prices.

Billing​

"My charge looks wrong." Admin → Billing → Invoices shows itemized charges. If discrepancy, contact support with the invoice ID.

When to escalate​

Contact support if:

  • Symptoms aren't in this page
  • The chatbot can't help
  • Data integrity concern (missing customers, missing orders)
  • Compliance / GDPR question
  • Plan tier change with concerns

Pro+ has 4-hour SLA; Agency 1-hour; Enterprise dedicated CSM.

See also​