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

# Common Issues

> Quick symptom-to-fix guide for the top issues users hit in Xobito.

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

<Tip>
  Can't find your issue here? Try [FAQ](/troubleshooting/faq) or reach out at [support@xobito.com](mailto:support@xobito.com).
</Tip>

## 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:**

<Steps>
  <Step title="Click 'Forgot password'">
    Xobito emails a reset link that's valid for 1 hour.
  </Step>

  <Step title="Check your inbox and spam">
    If nothing arrives in 5 minutes, check the spam folder.
  </Step>

  <Step title="Still stuck?">
    Ask your workspace admin to confirm the account is active, or email [support@xobito.com](mailto:support@xobito.com) from the same email you use to log in.
  </Step>
</Steps>

## 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:**

<Steps>
  <Step title="Check your phone's time">
    Turn on **Set Time Automatically** in your phone's settings.
  </Step>

  <Step title="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.
  </Step>

  <Step title="Contact your admin">
    Admins can disable 2FA on your account so you can set it up fresh.
  </Step>

  <Step title="Last resort">
    Email [support@xobito.com](mailto:support@xobito.com) from your registered email. We'll ask you to verify identity before disabling 2FA.
  </Step>
</Steps>

## 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:**

<Steps>
  <Step title="Apply filters">
    On Contacts and Chat, filter by group or status to reduce the dataset.
  </Step>

  <Step title="Close other tabs">
    Browsers slow down when they hold too many tabs open.
  </Step>

  <Step title="Hard refresh">
    **⌘ + Shift + R** (Mac) or **Ctrl + Shift + R** (Windows) clears cached JS.
  </Step>

  <Step title="Update your browser">
    Xobito supports the latest Chrome, Edge, Firefox, and Safari.
  </Step>
</Steps>

## 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.

## 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:**

<Steps>
  <Step title="Check your role">
    Profile → **My Role** — see exactly what you have permission to access.
  </Step>

  <Step title="Ask your admin">
    Admins can grant additional permissions under **Team → Roles**.
  </Step>

  <Step title="Check your plan">
    Some features require specific subscription tiers — see **Settings → Billing**.
  </Step>
</Steps>

## 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:**

<Steps>
  <Step title="Download the sample CSV">
    Contacts → Import → **Download template**. Use this as your format.
  </Step>

  <Step title="Add country codes">
    All phone numbers must include a `+` and country code, e.g. `+14155551234`.
  </Step>

  <Step title="Save as UTF-8">
    In Excel: **Save As → CSV UTF-8 (Comma delimited) (\*.csv)**.
  </Step>

  <Step title="Check the error file">
    After an import, download the **errors.csv** to see exactly which rows failed and why.
  </Step>
</Steps>

See [Contact Issues](/troubleshooting/contact-issues) for more.

## 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)](/settings/pusher-realtime) troubleshooting section.

## 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:**

<Steps>
  <Step title="Use a normal (not incognito) window" />

  <Step title="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`**.
  </Step>

  <Step title="Disable extensions">
    Some privacy extensions aggressively clear cookies.
  </Step>
</Steps>

## 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:**

<Steps>
  <Step title="Check the file size">
    If too large, compress or split the file.
  </Step>

  <Step title="Check the file type">
    WhatsApp supports: JPG, PNG, MP4, PDF, DOCX, XLSX, MP3, and a few others. Uncommon formats are rejected.
  </Step>

  <Step title="Rename the file">
    Avoid spaces, accents, and emojis in the filename. Use `report-2026-04.pdf` rather than `Café Report (2026).pdf`.
  </Step>

  <Step title="Try a different network">
    Upload drops on weak Wi-Fi — tether to a phone if needed.
  </Step>
</Steps>

## 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:**

<Steps>
  <Step title="Open the Connect page">
    Sidebar → **Setup → Connect WhatsApp**.
  </Step>

  <Step title="Click 'Reconnect'">
    You'll go through Meta's embedded signup again.
  </Step>

  <Step title="Log in with the right Facebook account">
    Use the account that owns your Business Manager.
  </Step>

  <Step title="If reconnect fails">
    Open Meta Business Manager directly and check for policy warnings or account restrictions. Clear those first, then retry.
  </Step>
</Steps>

<Warning>
  If Meta has suspended your WABA for policy violations, reconnecting won't help — you must appeal directly with Meta. See [Message Delivery](/troubleshooting/message-delivery).
</Warning>

## Still stuck?

<CardGroup cols={2}>
  <Card title="FAQ" icon="circle-question" href="/troubleshooting/faq">
    30+ frequently asked questions.
  </Card>

  <Card title="Message delivery" icon="paper-plane" href="/troubleshooting/message-delivery">
    Why did my message fail to deliver?
  </Card>

  <Card title="Template rejection" icon="file-circle-xmark" href="/troubleshooting/template-rejection">
    Meta rejected my template — now what?
  </Card>

  <Card title="Contact us" icon="life-ring" href="mailto:support@xobito.com">
    Email [support@xobito.com](mailto:support@xobito.com) with screenshots.
  </Card>
</CardGroup>