> ## Documentation Index
> Fetch the complete documentation index at: https://docs.sahut.id/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot Common Sahut Issues

> Fix common problems in Sahut including messages not arriving, WhatsApp connection errors, notification issues, and login problems.

This page covers the most common issues Sahut users encounter and how to resolve them. If you don't find your issue here, contact support at [support@sahut.id](mailto:support@sahut.id).

## Messages not appearing in inbox

**Symptoms**: Customers say they sent a message but it's not in your Sahut inbox.

**Check these:**

1. **Channel is connected** — Go to **Settings → Channels** and confirm the channel shows a green connected status. If it's disconnected, reconnect it.

2. **Webhook is active (WhatsApp)** — In your Meta App dashboard, confirm your webhook is active and subscribed to the `messages` field. If it shows an error, resave the webhook URL from Sahut's channel settings.

3. **Email IMAP is reachable** — For email channels, confirm Sahut can reach your mail server. Check **Settings → Channels → \[Email channel] → Test Connection**.

4. **Inbox filters** — Make sure you're not looking at a filtered view that excludes the conversation. Click **Semua** (All) in the inbox to see every conversation regardless of status.

5. **Spam folder (email)** — Customer emails may be landing in your email provider's spam folder before Sahut can fetch them. Check your spam folder and mark legitimate messages as not spam.

## WhatsApp: "Webhook verification failed"

This error appears when Meta cannot verify your webhook URL.

**Fix:**

1. Go to **Settings → Channels → \[WhatsApp channel]** in Sahut
2. Copy the **Webhook URL** and **Verify Token**
3. In your Meta App dashboard, go to **WhatsApp → Configuration → Webhook**
4. Delete the existing webhook and add a new one with the copied URL and token
5. Click **Verify and Save** in Meta

Make sure your Sahut webhook URL is publicly accessible. If you're testing locally, Meta cannot reach a localhost URL.

## WhatsApp: Messages sending but not receiving

If you can send messages from Sahut but not receive them:

1. Confirm your Meta webhook is subscribed to the `messages` field (not just `message_deliveries`)
2. Check that your WhatsApp phone number is approved and not in a restricted state in Meta Business Manager
3. Make sure your Access Token hasn't expired — generate a new Permanent Token if needed

## Notifications not working

**In-app notifications not showing:**

* Check your notification settings under **Profil Saya → Notifikasi**
* Make sure the event type (e.g., "New message") is enabled for in-app

**Browser push not working:**

* Confirm your browser has granted Sahut notification permission
* Browser push only works when Sahut is open in a tab
* Try a different browser to rule out a browser-specific issue

**Email notifications not arriving:**

* Check your spam/junk folder
* Confirm your email address in **Profil Saya** is correct
* Add `no-reply@sahut.id` to your contacts or allowlist

## Cannot log in

**Forgot password:**
Click **Lupa Password** (Forgot Password) on the login page and enter your email. You'll receive a reset link within a few minutes.

**2FA code not working:**

* Make sure your phone's clock is synced correctly (2FA codes are time-sensitive)
* Try a backup code if you have one
* If locked out, contact your workspace Admin who can disable 2FA for your account

**Account locked:**
After several failed login attempts, your account may be temporarily locked. Wait 15 minutes and try again, or contact your Admin.

## Slow performance

If Sahut feels slow:

1. **Clear your browser cache** — Old cached files can cause performance issues after updates
2. **Check your internet connection** — Sahut requires a stable connection; try a speed test
3. **Try a different browser** — Sahut works best on Chrome and Firefox
4. **Disable browser extensions** — Some extensions (ad blockers, VPNs) can interfere with real-time features

## Contacting support

If none of the above resolves your issue, contact Sahut support:

* **Email**: [support@sahut.id](mailto:support@sahut.id)
* **Live chat**: Available in your Sahut dashboard (click the **?** icon)
* **Response time**: Within 1 business day for standard plans; within 4 hours for Pro plans

When contacting support, include:

* A description of the issue and steps to reproduce
* The channel or conversation ID affected
* Screenshots or screen recording if possible