Troubleshooting common Swashi problems

Most Swashi problems come from a connection that needs renewing, a safety limit doing its job, or a plan limit. This page lists common problems in the format Problem → Why → Fix, grouped by area.

If your problem is not listed, see the "Get more help" section at the end.

#Connections

#A social account shows "Reconnect needed" or "expired — reconnect"

• Why: The network's permission for Swashi has expired, or is about to (shown as "expiring soon").
• Fix: In Social Studio, click Reconnect and sign in to the network again. See Connect social networks.

#Facebook or Instagram returns no Page

• Why: Instagram and Facebook posting need a Facebook Page that you manage, with Instagram set up as a professional account linked to it.
• Fix: Create or get admin access to a Facebook Page, link your Instagram professional account to it, then click Connect again.

#"The network refused or cancelled the authorisation"

• Why: You are not an admin of the Facebook Page, or a permission the connection needs was declined.
• Fix: Make sure you are a Page admin and accept every requested permission when you connect again.

#"This sign-in link had expired"

• Why: The sign-in link is no longer valid.
• Fix: Click Connect again to start a fresh sign-in.

#An email account shows "Sync failing — reconnect"

• Why: Swashi cannot read the inbox for that account, so replies may be missed.
• Fix: Reconnect the account with a fresh App Password so replies reach your Unified Inbox.

#An email account is marked "Send-only"

• Why: The account can send, but its inbox is not being synced.
• Fix: Reconnect it with an App Password to bring its replies into your Unified Inbox.

#Leads stopped syncing to Google Sheets ("SYNC PAUSED")

• Why: Your Google token has expired.
• Fix: In Lead Generation, click Reconnect to resume syncing. Sheets sync is off during the free trial. See Export and Google Sheets.

#Search Console says your Google session expired

• Why: Google sign-in for Search Console needs renewing, or the connect link timed out.
• Fix: In SEO AI Rankings, click Reconnect Google Account. Sign in with the Google account that owns your Search Console property. See Search Console.

#"Limit Reached" when adding a website

• Why: You have connected as many websites as your plan allows.
• Fix: Add a Website Pack for more sites, or upgrade. See Plans and billing.

#Email deliverability and sending

#A new mailbox sends only a few emails a day

• Why: New mailboxes are warmed up gradually from the day you connect them, to protect deliverability. This is expected.
• Fix: Nothing to fix. The account card shows the warm-up day and today's safe limit, which grows automatically. Do not try to skip warm-up. See Deliverability and warm-up.

#A campaign paused on its own

• Why: Its bounce rate reached 5%. Daily caps are also lowered automatically when deliverability starts to slip.
• Fix: Check the Deliverability section in Reports. Remove poor-quality addresses, target leads with verified emails, and resume only once health improves. See Verified leads.

#"Spam trigger word detected"

• Why: Your email contains a word that commonly triggers spam filters.
• Fix: Remove or rephrase the flagged word before you send.

#"Monthly send limit reached — resumes on the 1st"

• Why: You have used this month's outreach allowance.
• Fix: Wait for your quota to reset when your plan renews, or add sending capacity with an Extra Inbox or Outreach Pack.

#"Campaign limit reached"

• Why: Your plan allows a set number of active campaigns.
• Fix: Wait for a running campaign to finish, or upgrade for more active campaigns.

#Voice

#"NO CREDITS — Campaigns Paused" or "Low Balance"

• Why: Calls and texts draw from your Voice Credits, and your balance is empty or low.
• Fix: In Voice Outreach, click Buy Credits or Top Up Now. Credits never expire. See Voice credits.

#"Not enough voice credits" when sending a text

• Why: Texts are also paid from your credits.
• Fix: Top up in Voice Outreach.

#Callers cannot book appointments

• Why: Appointment booking on calls is part of AI Receptionist Pro, which comes with the Growth plan.
• Fix: Upgrade to let callers book straight into your calendar. Also make sure your booking link is set in the receptionist settings and your Business Brain.

#Calendar events do not appear in Meetings Calendar

• Why: Google Calendar is not connected, or Swashi needs permission again.
• Fix: In User Settings, click Connect Google Calendar or Reconnect Google Calendar, and allow calendar access.

#Account and plan

#My plan still says Free after upgrading

• Why: The payment can take a couple of minutes to sync.
• Fix: Wait 2 to 3 minutes and refresh. If it has not changed after 5 minutes, contact support@swashi.io with your account email and your Stripe payment confirmation.

#"You've used all of your free signup leads"

• Why: The one-time 20 free leads have been used.
• Fix: Start the Starter trial, choose a plan, or add a Lead Pack.

#Lead export or Branding Media is locked

• Why: Export, Google Sheets sync and Branding Media are not available during the free trial.
• Fix: Choose a paid plan in Billing.

#"Language not saved"

• Why: The language change did not save, so your agents keep the previous language.
• Fix: Choose the language again in Select Language or User Settings. See Languages.

#The chatbot asks me to verify again

• Why: Bot verification lasts 30 days.
• Fix: Enter your Swashi email, then the 6-digit code sent to it.

#A figure shows "Not measured" or "Unavailable"

• Why: "Not measured" means there is not enough verified activity yet. "Unavailable" means the figure could not be loaded just now. Neither one means zero.
• Fix: Try again shortly. Check the Agent Monitor if it persists.

#Get more help

1. Check Agent Monitor to see whether your agents are online.
2. Open Support Center and click Submit Ticket. Choose a category (Report a Bug, Billing Issue, Feature Request or Other) and describe what happened. Replies arrive by email.
3. Or email support@swashi.io with your account email, the feature you were using, what happened versus what you expected, and any error message.

You can also contact us or browse the FAQ.