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.
1
Click 'Forgot password'
Xobito emails a reset link that’s valid for 1 hour.
2
Check your inbox and spam
If nothing arrives in 5 minutes, check the spam folder.
3
Still stuck?
Ask your workspace admin to confirm the account is active, or email support@xobito.com from the same email you use to log in.
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.
1
Check your phone's time
Turn on Set Time Automatically in your phone’s settings.
2
Use a recovery code
On the 2FA screen, click Use recovery code and enter one of the codes you saved when you set up 2FA.
3
Contact your admin
Admins can disable 2FA on your account so you can set it up fresh.
4
Last resort
Email support@xobito.com from your registered email. We’ll ask you to verify identity before disabling 2FA.
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.
1
Apply filters
On Contacts and Chat, filter by group or status to reduce the dataset.
2
Close other tabs
Browsers slow down when they hold too many tabs open.
3
Hard refresh
⌘ + Shift + R (Mac) or Ctrl + Shift + R (Windows) clears cached JS.
4
Update your browser
Xobito supports the latest Chrome, Edge, Firefox, and Safari.
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.
- Check Remember me on the login page for a 30-day session.
- Avoid “Private/Incognito” browser windows — they clear cookies when closed.
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.
1
Check your role
Profile → My Role — see exactly what you have permission to access.
2
Ask your admin
Admins can grant additional permissions under Team → Roles.
3
Check your plan
Some features require specific subscription tiers — see Settings → Billing.
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).
1
Download the sample CSV
Contacts → Import → Download template. Use this as your format.
2
Add country codes
All phone numbers must include a
+ and country code, e.g. +14155551234.3
Save as UTF-8
In Excel: Save As → CSV UTF-8 (Comma delimited) (*.csv).
4
Check the error file
After an import, download the errors.csv to see exactly which rows failed and why.
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.
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.comnot allowed in your cookie policy.
1
Use a normal (not incognito) window
2
Allow cookies from xobito.com
In Chrome: Settings → Privacy and Security → Cookies and other site data → Sites that can always use cookies → Add
dash.xobito.com.3
Disable extensions
Some privacy extensions aggressively clear cookies.
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.
1
Check the file size
If too large, compress or split the file.
2
Check the file type
WhatsApp supports: JPG, PNG, MP4, PDF, DOCX, XLSX, MP3, and a few others. Uncommon formats are rejected.
3
Rename the file
Avoid spaces, accents, and emojis in the filename. Use
report-2026-04.pdf rather than Café Report (2026).pdf.4
Try a different network
Upload drops on weak Wi-Fi — tether to a phone if needed.
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.
1
Open the Connect page
Sidebar → Setup → Connect WhatsApp.
2
Click 'Reconnect'
You’ll go through Meta’s embedded signup again.
3
Log in with the right Facebook account
Use the account that owns your Business Manager.
4
If reconnect fails
Open Meta Business Manager directly and check for policy warnings or account restrictions. Clear those first, then retry.
Still stuck?
FAQ
30+ frequently asked questions.
Message delivery
Why did my message fail to deliver?
Template rejection
Meta rejected my template — now what?
Contact us
Email support@xobito.com with screenshots.