Troubleshooting, Security & Support

Problem: Login fails or you see “Invalid email or password.”

What to check:

• Make sure Caps Lock is off.
• Use the exact email address you registered with.
• Try resetting your password from the Forgot password link.
• If you recently changed your password, the old password no longer works.

Next step: If you still cannot log in, contact support from your registered email address.

Problem: You did not receive the verification email.

What to check:

• Check spam, promotions, and junk folders.
• Make sure you typed your email correctly when signing up.
• Wait a few minutes before trying again.

Next step: Log in and click Resend verification email from the dashboard banner.

Problem: WhatsApp messages or reminders are not delivered.

What to check:

• Verify your Gupshup API key, app name, app ID, and source number are correct in Channels.
• Make sure your WhatsApp Business number is approved by Meta.
• For campaigns and reminders, use an approved template.
• Check your WhatsApp wallet balance in Billing.
• Confirm the webhook URL is set correctly in Gupshup.

Next step: If credentials are correct but messages still fail, contact support with the channel ID and a recent message timestamp.

Problem: A customer replied but you do not see it in Evernaro.

What to check:

• Verify the channel webhook URL is configured with the provider.
• Check that the channel is marked as active.
• Make sure the customer is using the same phone number or email stored in your contacts.
• Check if the conversation was filtered out by status or channel filters.

Next step: Open the conversation directly by searching the customer name or phone.

Problem: You expect an AI draft but none is shown.

What to check:

• AI must be enabled for your plan.
• The AI provider key must be configured by the platform admin.
• Your business profile and knowledge base should have enough context.
• The AI draft may take a few seconds to generate. Refresh the conversation if needed.

Problem: Your Razorpay payment did not complete.

What to check:

• Make sure your card, UPI, or wallet has sufficient funds.
• Check for any bank SMS or app notification about the transaction.
• Verify you are using the live Razorpay keys, not test keys.

Next step: Retry the payment from Billing. If the amount was debited but not reflected in Evernaro, contact support with the Razorpay payment ID.

Problem: Customers cannot see or use your public booking page.

What to check:

• Make sure your organization slug is correct in the URL.
• Verify your subscription is active.
• Check that you have at least one active service.
• Make sure your business hours and timezone are set so time slots can be generated.

Keep your Evernaro account and customer data safe:

• Never share your password or MFA backup codes.
• Never share provider API keys, webhooks secrets, or tokens in support tickets.
• Use strong, unique passwords for each team member.
• Give team members the minimum role they need (Viewer, Agent, Admin, Owner).
• Remove former employees from your team immediately.
• Enable MFA for your owner account if available.
• Keep your .env and production secrets private. Never commit them to Git.

If you cannot resolve an issue, email support@evernaro.com from your registered email address. Include:

• Your business name or organization slug.
• A clear description of the problem.
• Steps you already tried.
• Any error messages or screenshots (without API keys or passwords).

For urgent issues: Add “Urgent” to the subject line and we will prioritize your request.