Troubleshooting & FAQ

Quick reference. Search this page (⌘/Ctrl + F) for a keyword if you don’t see your issue in the list.

Magic link didn’t arrive — check spam; the link expires quickly. Request another.
Redirects me to onboarding every time — your onboarding isn’t marked complete. Finish the wizard; the last step flips the flag.
Workspace join link fails — the invite may be expired, revoked, used, or email-restricted; ask the owner for a new one.

Telegram accounts & sessions

“Reconnect” banner keeps reappearing — a duplicate login elsewhere is invalidating the session. Close the other device or contact support.
Can’t connect a 6th Telegram account — you’ve hit the 5 included per seat; buy Extra Telegram account add-ons (+€5/mo each).
QR code won’t scan — Telegram expires the QR every ~30s; wait for the refresh or use phone+code instead.
Account stays “Syncing” forever — first sync can take minutes to tens of minutes depending on history; if it’s been hours, contact support.
Folder changes don’t appear — folder writes through the API can have a small latency; refresh the page if a recent change isn’t reflected yet.

Messages not arriving in the chat list — check the sync indicator; wait for the initial sync on a new account to complete.
Custom column value not saving — check that you have permission (members can edit values, not columns themselves) and that the column isn’t required without a valid value.
I can’t see my teammate’s chats — by design — each user only sees the Telegram accounts they themselves connected. To share a chat, both teammates need to connect the same Telegram account. See What teammates see.

Slash command doesn’t insert a template — make sure your template’s label starts with / (e.g. /intro-message) and you’ve saved it. The label is the slash command.
Template attachments missing on insert — confirm the attachment is still under 3 MB and the template is still within your 100 MB total user storage.

Broadcast slower than expected — you’re hitting a higher recipient-count tier; splitting into smaller batches can sometimes shorten wall time depending on how Entergram assigns workers.
{{username}} came out empty in a broadcast — {{username}} only resolves for private chats; group and channel recipients have no Telegram username, so the variable comes out empty for them. Use {{name}} or {{first_name}} if your audience mixes private and group chats.
Broadcast option not available — broadcasts require analytics, which is automatically enabled on Pro. If you’re on Basic, upgrade from Settings → Plans.

Analytics page locked or empty on Basic — analytics is Pro-only. Upgrade from Settings → Plans (or buy a Pro workspace seat). Basic users see the Custom Fields Analytics fallback view.
Empty charts on Pro — the initial sync may still be in progress; the page shows a syncing banner. First sync can take minutes to tens of minutes depending on history.
Workspace member can’t see teammate data — “Members can see all analytics” is off; an owner/admin must enable it.
Ticket analytics tab is empty — workspace mode required and tickets enabled for the workspace.
Custom date range grayed out — paid plan required; trial users see short ranges only.
Comparison missing on a card — you’ve selected a long range (1y, all, custom). Switch to 7d / 30d to see deltas.

Tickets page missing — either the installation has tickets disabled, or your workspace owner has “Enable tickets” off.
“Members can’t edit tickets” but I need to — an owner/admin must change “Members can edit tickets” in Workspace Settings.
SLA says “not set” — no default SLA configured for the workspace; an owner/admin sets it.
SLA warning reminder didn’t arrive — check that you’ve completed the Reminder Bot setup for your account.
Can’t delete a ticket — either the delete permission is off for your role, or the ticket has cascading references in flight (rare; retry).
Ticket ID in a screenshot doesn’t open for me — the ticket likely belongs to a different workspace you aren’t a member of.

Plan change didn’t take effect — upgrades are immediate, downgrades are scheduled at the period end; the banner shows the scheduled date.
Card declined — status moves to past-due; update payment method in the Stripe portal.
Workspace billing tab missing for me — you’re not the owner. Only the owner manages seats and billing.

API call returns 401 — the key is expired, revoked, or wrong for the workspace.
API call returns 403 — the key lacks the needed scope, or the request is from an IP outside the allowlist.
Key not shown after I closed the dialog — the secret is displayed exactly once. Revoke and create a new one.

Export rate-limited — wait 60 seconds and retry; the limit is per dataset, per workspace.
Workspace export missing a category — some datasets require the feature to be enabled (e.g. tickets).
Activity log doesn’t show my custom field edit — only changes through Entergram are logged; direct database writes bypass the log.

I think my API key leaked — revoke immediately in the Developers tab; create a new one; investigate via the Activity Log.
I want to log out everywhere — disconnect all Telegram accounts in Settings → Accounts, sign out of Entergram, and change your email-provider password (since magic links go to that inbox).
I suspect an unauthorized admin action — Activity Log filtered by the member in question is your first stop; deeper investigation requires support.