Common Issues

This page lists the ten most common issues we see in support, each with a quick symptom → cause → fix.

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1. Can’t log in

Symptom: The login page rejects your email and password, or keeps reloading without an error. Likely causes:

• Wrong password or email.
• Account still pending email verification.
• Account disabled by an admin.
• Subscription is past due and the workspace is read-only.

Fix:

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2. Two-factor authentication (2FA) issues

Symptom: You entered the right password but the 2FA code is rejected, or your authenticator app was lost. Likely causes:

• Time drift on your phone — the code changes every 30 seconds and depends on accurate time.
• You rebuilt the phone and didn’t save the recovery codes.
• Wrong entry in the authenticator app.

Fix:

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3. Slow loading / pages feel sluggish

Symptom: Pages take more than 5 seconds to render, charts are slow, chat inbox lags. Likely causes:

• A very long contact list or chat history being loaded without a filter.
• Browser with too many tabs or low memory.
• Weak internet connection.
• An older browser.

Fix:

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4. “Your session has expired”

Symptom: You get logged out mid-session, or see a “Session expired — please sign in again” banner. Likely causes:

• You were idle for longer than the session timeout (default 8 hours).
• You logged in on another device and kicked the first session.
• An admin changed security settings (e.g. enforced shorter sessions).
• Cookies were cleared.

Fix: Simply log in again. To stay logged in longer:

• Check Remember me on the login page for a 30-day session.
• Avoid “Private/Incognito” browser windows — they clear cookies when closed.

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5. Missing items in the sidebar

Symptom: A menu item that used to appear (like Campaigns, or AI) is gone. Likely causes:

• Your role no longer has permission for that feature.
• Your plan was downgraded and the feature is plan-gated.
• The admin disabled a module.

Fix:

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6. Contact import failed

Symptom: Uploading a CSV of contacts returns “0 imported” or a partial count with errors. Likely causes:

• Missing header row in the CSV.
• Phone numbers without country codes.
• Duplicate phone numbers.
• Required fields missing.
• File is not UTF-8 encoded (common with Excel exports).

Fix: See Contact Issues for more.

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7. Real-time not working (Pusher)

Symptom: New messages only appear after you refresh. The “Live” indicator in the header is grey. Likely causes:

• Corporate firewall blocking WebSockets.
• Ad blocker blocking *.pusher.com.
• Bad Wi-Fi.
• Custom Pusher credentials entered but wrong.

Fix: See the dedicated Real-time (Pusher) troubleshooting section.

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8. Logged out after every refresh

Symptom: Every time you refresh or close a tab, you’re back at the login page. Likely causes:

• Browser is blocking third-party cookies or set to “Delete cookies on close”.
• Private / Incognito window.
• Browser extension clearing cookies.
• *.xobito.com not allowed in your cookie policy.

Fix:

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9. File upload fails

Symptom: When attaching a file to a chat or template, the upload progress bar fails or a red error appears. Likely causes:

• File too large (WhatsApp caps images at 5 MB, video at 16 MB, documents at 100 MB).
• Unsupported file type.
• Slow upload connection dropping.
• Special characters in the filename.

Fix:

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10. WABA disconnected

Symptom: A red banner at the top of Xobito says “WhatsApp Business Account disconnected”. Outgoing messages fail. Likely causes:

• Meta revoked the access token (password change on your Facebook account, 2FA enforced, or policy violation).
• The Meta admin who connected the account was removed from Business Manager.
• Your WABA was flagged by Meta.

Fix:

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Still stuck?