Troubleshooting

First of all, open Home: when something prevents publishing, its verdict says Needs your attention and puts one row per cause, with the button that takes you to fix it. If what you are looking for is not here, write to us from Support.

Nothing is published

1. The owner's email is unconfirmed. Until the owner of the organization confirms an address, nothing goes out, neither by hand nor from the queue. Access and account explains it.
2. The month's publications have run out. Nothing goes out until the 1st. Each plan's cap is explained in The month's publications.
3. You have no channel, or your Telegram channel lacks its ID. With no channel there is nowhere to publish. A Telegram channel without an ID also sends nothing until you add it from Complete channel, as explained in Channels.
4. No bot is connected, or Telegram rejects it. This happens on Telegram channels: the organization's owner has to set it up with the token from @BotFather (the steps are in Channels). If there is still no bot or linked number, on Home you will see the notice “Nothing is connected to publish with”, asking you to connect a Telegram bot or link a WhatsApp number. See WhatsApp.
5. The bot cannot publish in that Telegram channel. It happens if it stops being an administrator, if it lacks the Post messages permission or if it is no longer in the channel. Check permissions will tell you what fails; see Channels. On a WhatsApp channel it is the number that must administer it (see point 7).
6. The message does not fit. On a Telegram channel the limit is 1024 characters with an image and 4096 with text only. On a WhatsApp channel you have 4096 characters in both cases. The message status, right below the preview, tells you how many are over. There is more information in Create offer.
7. Is a WhatsApp channel and the number is disconnected, or it is no longer an administrator of the channel. The channel shows as Disconnected in Channels, and the WhatsApp number card in Connections gives the reason. If the number is disconnected, you will also see a notice in the queue, in Create offer, and in that channel's automatic publishing. If the number becomes an administrator again, the channel resumes publishing on its own within a few minutes, or immediately with Check permissions. Anything in the queue waits and goes out once the number is linked again: WhatsApp covers this.
8. You have ticked more channels than your plan allows per send. The send is rejected and the notice leads to See plans. Create offer explains it.

If the channel received the send but rejected it, the notice above the form shows the reason channel by channel and offers Try again. See Create offer. If what is not published is in the queue, continue at The queue does not send.

The link goes out without my code

When the link is not going to carry your code, Create offer warns you in amber under the field: “This link will go out without your affiliate code”. What that notice says is the first clue.

1. No affiliate rule covers that store. For any store other than Amazon or AliExpress, the code only arrives with a rule. Press Set up affiliates in the notice or create one in Stores and affiliation.
2. The AliExpress link, or a shortened Amazon one, did not go through Extract data. The AliExpress code is added when you press Extract data, which also expands shortened links; if you type it by hand, it is published as is. If you modify the link after reading it, the affiliate link is cleared: press Extract data again. For details, see Create offer.
3. Your code is missing in the store. On Amazon, without your affiliate tag, the link will only include your code if you have set up a rule for Amazon; with it, it is added to your region's Amazon store, whether or not you have the API. On AliExpress, the code is included if you have complete credentials with your tracking ID and the store switched on, or through a rule. See Amazon or AliExpress.
4. The rule is inactive or deactivated by the plan. Its row carries the Inactive chip if the store was removed from the catalogue, or Deactivated by the plan if a downgrade left it out; Home warns you in amber. Stores and affiliation explains it.
5. Your general code goes out instead of a channel's. Each channel's own codes belong to Creator and Agency: on any other plan the general one is published in all of them. Stores and affiliation explains it.

If you collaborate in somebody else's organization and cannot reach Settings › Affiliates, the rule is added by whoever manages the organization. To see where a link ends up, each rule's copy button gives you an example one built with it.

The product data is not read, or arrives wrong

What happened is read under the link, in Create offer: in red if the link has to change, in amber if you can go on by hand. In every case you can type the title and the price yourself and publish all the same. The exact sentences are in Create offer.

1. The link is not a product's. It opens a search, a home page or a product page that no longer exists, or it is a shortened link that could not be opened. Paste the full link of the product page.
2. You have run out of credits. Reading a product page without your store credentials spends them, and the notice says so with a link to See the subscription. What spends and what does not, Stores and affiliation explains.
3. The Amazon or AliExpress credentials are missing or not valid. The notice says so and links to its section. Test connection tells you what fails. Settings explains it.
4. The store did not answer in time. Try again in a moment.
5. The store blocks automatic reading. Insisting does not help. Type the data yourself and send us the link from Support: those stores can be tuned one by one.
6. The store does not sell in your organization's country. Product pages are read from the region's country, and a store that does not sell there may not let itself be read. Settings explains it.

If the data arrives but the price is not the one on the page, check the preview: a size, a color or a promotion can show another price when the page is read from the web.

The queue does not send

When something stops the queue, the Publication queue screen says so at the very top, with the link to where it is fixed, and if there is more than one thing it says the first one to resolve. Publication queue explains it.

1. The owner's email is unconfirmed. Nothing goes out, not even with Publish now. Access and account explains it.
2. Your plan publishes by hand. On the free plan the queue keeps the messages but does not send them by itself; you publish them with Publish now. What each plan includes, Subscription and credits explains. It also happens when a fee charge could not be made and the grace period ran out: the organization moves to the free plan, and Home warns you beforehand with Resolve the payment (Invoices and billing details).
3. The bot is missing, or Telegram rejects its token on Telegram channels. The steps are in Channels. A WhatsApp channel needs no bot: if its number disconnects, whatever is in its queue waits, as detailed in My WhatsApp number disconnected.
4. The month's publications have run out. The queue keeps what it has and sends again on the 1st.
5. The active channel lacks its ID. Nothing goes out of its queue until you press Complete channel.

If there is no notice at the top, look at the Publishing card on the same screen, in this order:

1. The queue is Paused. Change it to Active and press Save. Status explains it.
2. The current hour is a resting one, or all 24 are. Resting hours explains it.
3. The frequency has not yet passed since the channel's last publication. The first time in the schedule, in blue, says when the next one goes out. Frequency explains it.

Two more cases that do not stop the whole queue:

• The channel rejects the message because the bot (or the number, on a WhatsApp channel) can no longer publish in it. The message is not lost: it is kept and retried every minute. The notice appears on Home and in Channels, not in the queue.
• A message is under “Cannot be published”, with a price of 0 or the list price lower than the price. The rest goes out at its time and that one waits for you to fix it with Edit. Publication queue explains it.

Automatic publishing does not publish

The first thing on the Automatic publishing screen is the active channel's status. If it says Off, the switch is off or your plan does not include publishing on its own: the free plan publishes by hand. And if it says Publishing on its own but nothing goes out, the queue has messages: automatic publishing waits for it to empty.

The status says “Stopped”

Stopped means that automatic publishing is on but something prevents it from publishing. Right below you will see one row per reason: the email unconfirmed, the bot not connected or rejected (on Telegram channels), the queue off or resting all day, the month's publications used up, a store without credentials or that rejects them, or no search profile that can search in that channel. You will find all the information in Automatic publishing. As soon as you fix the last cause, the status goes back to Publishing on its own.

A profile does not find products

Check, one by one:

• The store's credentials in Settings and that its Use the Amazon API (or Use the AliExpress API) switch is on.
• The search text, in case it is too specific.
• The category or the Amazon section, in case they point to a part of the catalogue that is not the one you mean.
• The excluded words, which may be discarding more than you think.
• The price, discount or rating filters, which may be too demanding.

Review the results by hand is the quickest way to see what the store returns and what is left after the filters. Automatic publishing explains it.

A product does not appear again

The “do not repeat” window is still open: it will be skipped until the days set in Does not repeat a product within pass. The pace and the days without repeating explains it. If you want it sooner, publish it or queue it from manual handling: Already handled explains it.

The profile is exhausted but should have products

A profile is exhausted when it goes through its results without finding anything that is not already handled in this channel. It searches again on its own only after 24 hours; if you are in a hurry, edit it, change what it searches and press Save profile, which sends it back to the first page at once. The actions explains it.

Manual handling shows a credentials error

The store's credentials are not configured or are wrong. Check that store's details in Amazon or AliExpress, and make sure its switch is on. The other reasons for the Results could not be retrieved card are explained in If there are no results.

My WhatsApp number disconnected

It can happen because the WhatsApp session was closed on the number's phone or because WhatsApp blocked it. You notice it by several signs: you get an email, in Connections the WhatsApp number card says Disconnected with the reason, and in Channels your WhatsApp channels also show as Disconnected. A WhatsApp channel with no connected number to publish with rejects the send with the notice “The organization's WhatsApp number is not connected or does not manage this channel. Check it in Settings > Connections.”.

1. Link the number again. Press Link again in the card and follow the steps to link the number once more. If WhatsApp blocked it, link another one and make it an administrator of your channels.
2. If the number is still connected and a single channel shows as Disconnected, the number is no longer an administrator of that channel: give it the permission back from your main phone and press Check permissions.

Whatever is in the queue of those channels waits and goes out when it is connected again; the Telegram channels keep publishing. The details are in If the number disconnects.

The bot does not answer

The status of your conversation with the bot says exactly what is missing. Anyone sees it in My account › Control bot while the bot is on, and the owner, always, in Settings › Connections. Telegram bot explains it.

1. Bot switched off. The Control bot switch is one for the whole organization and the owner turns it on, who is the one who saves the token. Channels explains it.
2. The bot's token is missing, or Telegram does not accept the token. The owner saves or corrects it, with the one @BotFather gives.
3. This bot is already on in another organization. Telegram delivers a bot in a single place: create one of your own for this organization in @BotFather and save its token.
4. Your Telegram account is not linked. The bot does not know who you are until you link it. Linked accounts explains it.
5. Waiting for you to talk to the bot. Press Open the chat and, in Telegram, Start.
6. You cannot be written to. You have blocked the bot or deleted the chat: unblock it and write to it again.

More things that explain it:

• The owner changed the token or retired the credentials. The bot is invalidated and has to be switched on again.
• You no longer have access to that organization. Your conversation stops being attended; if you collaborate in two organizations, each has its own bot.
• You are expecting a failure notice. The notices of a channel that does not publish or of credentials that stop being valid go to the owner, and each problem warns once and, if it persists, reminds at most once a day. Notices explains it.

If you write it something it does not understand, or send it a photo, the bot does answer: it tells you so with the menu below.

The email does not arrive

1. Check the spam folder. The subject of the confirmation email and of the password one starts with “[Codingram]”.
2. The confirmation one. Resend the confirmation email sends another; you have to wait three minutes between two sends and the link expires after three days. If it never went out, the screen says so. Access and account explains it.
3. The address is mistyped or already used by someone else. An address belonging to another user is not flagged, but it does not get confirmed on yours either. Check it in Email.
4. The password one. It goes to your account's main email or to another one you have confirmed; an unconfirmed one gets the notice that this address has no account. If you forget your password explains it.
5. An invitation's. If it does not go out, the invitation stays pending: the owner can resend it the next day. It expires after seven days. Collaborators and permissions explains it.
6. The support reply. If your user has no email, the reply is only in the ticket. Support explains it.
7. The renewal notice. Only annual subscriptions get it, fifteen days beforehand. Subscription and credits explains it.

If it still does not arrive, write to us at the contact address in the legal notice.

I get “No access”

The page says: “This page may belong to another organization, or your current role does not have permission to view it”. In that order:

1. It belongs to another organization. If you work in several, check which one you have chosen in the Active organization block of the menu. Switching organization explains it.
2. Your level does not reach that section. An operator does not get into the organization's settings, and the credentials, the bot and the people are the owner's alone. The two levels of access explains it.
3. It belongs to a channel not assigned to you. The channels you have not been given do not exist for you. Assigned channels explains it.

In all three cases, ask for access from whoever administers the organization. If the page says Session expired, it is not an access problem: I get “Session expired” when sending a form explains it, just below.

I get “Session expired” when sending a form

The form had been open too long, or you signed in again in another tab. Open it again and send it again; if the browser blocks this site's cookies, allow them first.

Page not found

The page says: “The link may be mistyped, or point to a page that has been removed”.

1. The link was copied wrong. A piece is missing or something extra is there: copy it again in full.
2. What you were looking for no longer exists. A deleted search profile or channel, for example.
3. It is somebody else's ticket. A ticket is only seen by whoever opened it. Support explains it.

The application is under maintenance

We are updating the application. Leave the page open: it refreshes itself and brings you back to where you were as soon as we finish, normally in a few minutes. You do not need to sign in again: your session stays open.

Whatever you had unsaved in the editors or in Settings is lost; the Create offer draft is kept. That is why we warn beforehand when we can: during the time before a maintenance, every page carries a note with the time it starts, in your time zone. If you see it, save or publish whatever you have half done.

The publication queue also stops, and when it finishes it picks up at its own pace; nothing is lost.

Something went wrong on our side

The error has already been recorded: try again in a few minutes and, if it repeats, open a ticket in Support.