Troubleshooting

Checklist:

1. Are your provider details correct? Send a test message from Settings → Email / SMS. This is by far the most common cause.
2. Check Logs for the failed message and its error, then retry it.
3. For email, confirm your from address domain has SPF/DKIM set up with your provider.
4. Has your SMS account run out of credit? Most providers stop sending silently.

If tests pass but queued messages never leave, tell us: that points at the background task on your instance, which is ours to fix.

Cause: The customer's postcode is beyond your largest travel-fee tier, or the postcode could not be looked up.

Fix: Add or extend your travel-fee tiers under Settings → Mobile & Travel, and confirm your shop origin postcode is set and valid.

Checklist:

1. Have you set a shop origin postcode (Settings → Mobile & Travel)?
2. Is Auto drive-time ETA enabled?
3. Does the booking have a valid customer postcode?

If any are missing, DetailByte falls back to letting you enter the ETA manually, and the booking is otherwise unaffected. See Mobile & Travel.

Cause: The variable was used in a template that doesn't provide it: for example a loyalty variable (like {points_balance}) in a booking email.

Fix: In the template editor, only use variables from the group that matches the template. The editor marks variables that won't work in the current template. See Templates & Automations.

Checklist:

1. Is the file a supported image (JPG, PNG, WEBP)?
2. Is it a reasonable size? Photos straight from a modern phone are fine; a 100MB export is not.
3. Is your connection holding up? Large batches over a weak mobile signal often stall part-way: upload in smaller groups.

Checklist:

1. Was the package actually sent, or just built? Building it does not deliver it.
2. Check Logs for the thank-you email and its status.
3. Has the access window expired? Galleries stay open for the number of days set under Settings → Customer Programs → Job Packages, counted from when you sent it.

Use the Forgot password link on the admin login, which emails you a reset link. If your email provider isn't configured yet (so no email can be sent), contact us and we will reset it for you.