# Troubleshooting common Swashi problems > Fix common Swashi problems: social accounts to reconnect, mailbox sync errors, paused campaigns, low sending limits, voice credits, and plan or language issues. Source: https://swashi.io/docs/account/troubleshooting Section: Account & Billing Last updated: 2026-10-10 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](https://swashi.io/docs/social/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 ### "This sign-in link had expired" - **Why:** The sign-in link is no longer valid.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](https://swashi.io/docs/outreach/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](https://swashi.io/docs/leads/export-and-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](https://swashi.io/docs/seo/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](https://swashi.io/docs/account/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](https://swashi.io/docs/outreach/deliverability-and-warmup). ### 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](https://swashi.io/docs/leads/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](https://swashi.io/docs/voice/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](https://swashi.io/docs/getting-started/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](https://swashi.io/docs/getting-started/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](https://swashi.io/contact) or browse the [FAQ](https://swashi.io/docs/account/faq). ## Frequently asked questions **Why does my social account say Reconnect needed?** The network's permission for Swashi has expired or been withdrawn. Click Reconnect and sign in to the network again to restore posting. **Why can't I connect Instagram or Facebook?** Instagram and Facebook posting need a Facebook Page that you manage, with Instagram set up as a professional account linked to that Page. If Facebook returns no Page, set this up first and then connect again. **Why did my campaign pause on its own?** A campaign pauses automatically when its bounce rate reaches 5%, to protect your sender reputation. Review your list quality and mailbox health before you resume. **My plan still says Free after I upgraded. What should I do?** Wait 2 to 3 minutes for the payment to sync and refresh the page. If it has not updated after 5 minutes, contact support@swashi.io with your account email and your Stripe payment confirmation. **Why are my voice campaigns paused?** Calls and texts draw from your Voice Credits. When the wallet shows NO CREDITS — Campaigns Paused, top up your credits in Voice Outreach and campaigns can call again.