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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: see the WhatsApp template-rejected runbook.

"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. Check Worker-down runbook (internal) or contact support.

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.

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​