Frequently asked questions
The questions we are asked most, with the shortest true answer to each. If something on your screen is not behaving, start at When something goes wrong instead — it is organised by what the screen says.
Getting in
Where do I land after signing in?
On Leads, not the Dashboard. Signing in, opening the bare address, and pressing Back to your workspace all take you to the same place: your contacts.
Why does the address have “/w/” and a name in it?
Every screen inside Raion Hub lives under your workspace’s own address. That way the link names which workspace you are looking at, and a link you send a colleague opens the same workspace you were in.
I renamed my workspace — are my old links dead?
No. The old address is kept and still works. It quietly rewrites itself to the new one in your address bar, so you never end up with two live addresses for the same thing. The same is true of a renamed database.
Can I sign in without my password?
Yes. On the sign-in screen, choose Sign in with code. We email you a one-time code; type it in and you are in. Use password instead takes you back to the normal sign-in.
Can I stay signed in?
Remember me is ticked for you, and it remembers your email address only — never your password. Unticking it forgets that address for that sign-in; your next visit starts with it ticked again.
What are the password rules?
At least 8 characters, with a lowercase letter, an uppercase letter, a digit and a symbol. The rule applies when you create a password — signing up, accepting an invite or resetting it. (Changing it from Settings → Profile only checks the 8 characters.) An older password that does not meet it still signs you in, so nobody is locked out by a change of policy.
Workspaces, teams and who sees what
What is the difference between a workspace and a team?
A workspace has members. Members can be grouped into teams inside it. The switcher in the sidebar acts on both at once: click a team and you switch workspace and team together, or click the workspace’s own row for its view across all teams.
The heading reads Switch workspace & team only when one of your workspaces actually has more than one team.
Why does my seat or workspace count look higher than what I can see?
Because those limits belong to the plan, not to one workspace. One subscription, one pool, counted across every workspace on it. So the meter can honestly read 6 of 8 seats above a member list with two rows — the other four people are in workspaces you are not in.
Where a limit is not set, the meter reads Unlimited with no bar.
Can members see each other’s leads?
That is the Lead visibility setting, in Settings → Workspace & team, inside the workspace’s edit dialog.
Two settings, and between them they explain most of what a member can and cannot do with a lead.
| Setting | What it does |
|---|---|
| Shared | Every member sees all workspace leads |
| Owner-private | Members see only the leads they own or that are shared with them |
Why can’t I edit a colleague’s lead?
Because of Ownership mode, the setting directly below visibility. A new workspace starts on Strict, where members can edit only the leads they own. The alternative is Claim, where a member can claim a lead to co-own and edit it without asking anyone.
Either way, clicking the locked cell opens a dialog that explains the block and offers whatever you are allowed to do about it — see you can’t edit a lead.
Someone described a screen I can’t find
Raion Hub hides what you cannot use rather than showing it greyed out, so there is genuinely nothing on your screen to find. It is almost always one of two things: your role does not include it, or your plan does not. See a control someone told you about isn’t there.
Plans and billing
What are the plans?
Lite, Core and Max. Billing lives in Settings → Subscription.
| Lite | Core | Max | |
|---|---|---|---|
| For | Solo agents & freelancers | Growing sales teams | Professional teams |
| Monthly | RM200 | RM500 | RM1000 |
| Annual, per month | RM160 | RM400 | RM800 |
| Leads | 3K | 12K | 30K |
| Messages | 1K | 4K | 10K |
| Members | 1 | 4 | 8 |
Who can upgrade?
Only the workspace owner, who is the person paying. That is why a plan message shows a View plans button to the owner and names the owner to everyone else — a member following an upgrade link would land on a page they cannot act on.
Do archived leads count against my lead limit?
No. In our own words on the pricing calculator: “Archiving leads is always free — you only pay for records that are still being worked.”
How do add-ons work?
Extras above your plan’s baseline come in blocks. One block costs RM125 a month, or RM100 a month on annual billing, and grants 2 add-on units.
Add-ons are not sold inside Raion Hub yet — there is no button for them in Settings → Subscription. Message us and we will add them to your plan.
| One unit buys | |
|---|---|
| Members | 1 extra member |
| WhatsApp Number | 1 extra number |
| Messages | 1,000 more outbound messages a month |
| Lead Storage | 10,000 more active leads |
| Workspace | An extra workspace costs a whole block — 2 units |
How many WhatsApp numbers do I get?
One on every plan. More are add-ons. If the add-a-number menu is unavailable, its caption reads Number limit reached. Upgrade your plan to add more.
What happens if my subscription lapses?
“After expiration, your account will be deactivated and you will lose access to the platform.” You are warned beforehand by a dialog you have to acknowledge — see your subscription is about to lapse.
Is Branding on a plan?
No, and that is why you will not find it on the price list. It is set up with you by the Raion team rather than bought from a plan. Message us to have it switched on; until then the Branding tab is not in your Settings. See Branding.
Databases and contacts
What is a “database”?
Your own saved view over one shared pool of contacts. The same contact can appear in several databases without being duplicated, so a person in Leads and in a database you built for viewings is one record, not two.
The Database heading in the sidebar is fixed and cannot be renamed. The databases under it are all yours to name.
Where did Customers go?
A Customers database is one you create, not a built-in page. It has no “add” button at all, on purpose: “Customers appear here once you mark a lead as won.”
How many rows does the table show at once?
10, 20, 50 or 100, and 20 to begin with. That choice is remembered in the browser you set it in, not on your account — so the same account on a second device starts at 20 again.
What can I import?
.csv, .xls and .xlsx files, up to 10 MB. Split a bigger spreadsheet and import the halves. See Importing contacts.
What files can I attach to a contact?
Images, and documents in these formats: .pdf, .doc, .docx, .xls, .xlsx, .csv, .txt. A Files field can be set to take images only, documents only, or both — never an unrestricted picker. See Files on a contact.
Why do I sometimes have to send a template?
WhatsApp closes the reply window 24 hours after the customer’s last message, and a contact who has never messaged you has no open window at all. Outside the window, WhatsApp allows only an approved template. Once they reply, the 24-hour window opens and you can send anything. See you can’t send a WhatsApp message to a contact.
Why is my new template not usable yet?
Meta reviews every template. Its chip tells you where it is: Approved, Pending review, Rejected, Paused or Disabled. A template under review cannot be edited, and Use in a campaign only appears once it is approved. See Manage templates.
What do the tick marks on a campaign mean?
In the list, they are separate groups that add up to the number sent: ✓ sent but not delivered yet, grey ✓✓ delivered but not opened, blue ✓✓ opened with no reply, ↩ replied. Inside a campaign, the same ticks are stacked into a funnel with percentages, so the numbers look different on purpose. See the tick marks in the list.
What is the difference between “Skipped” and “Unreachable”?
- Skipped — we held the message back, because a template variable had no value on that contact. Fill in the field and retry it.
- Unreachable — WhatsApp refused the message.
- Gave up — we retried as far as it goes and WhatsApp still refused.
My number’s score dropped, or it says Restricted
Open Integrations → WhatsApp → Health & safety. The score, the warnings and the Recovery guide are all on that tab. Appeals go through your own Meta Business account — we cannot appeal for you, but we can supply opt-in records and send logs as evidence. See a number stopped sending.
Mobile and notifications
Is there an app?
Yes. Raion Hub is in the App Store for iPhone and iPad and on Google Play for Android. On a computer, Chrome, Edge or Safari can install it into a window of its own. See Get the Raion Hub app.
Why do I get no push notifications on my iPhone?
In the App Store app, you tapped Don’t Allow when the iPhone asked. Turn them on in Settings → Notifications → Raion Hub.
In Safari or any other browser tab on an iPhone, push notifications cannot arrive at all — that is an iPhone rule. Download the App Store app instead. See Install on iPhone.
Why is the app asking me to rotate my phone?
Raion Hub works best in portrait on phones, so landscape shows Rotate your device. The contacts table is the exception: there you get a View the table button, because a wide table is genuinely better sideways.
How do I switch database on a phone?
Press and hold the second slot in the bottom bar, the one named after the database you are in. A tap goes to it; a press and hold lets you switch.
Keyboard
Is there a list of shortcuts?
Press ? anywhere in Raion Hub, or open Help & support → Keyboard shortcuts. The in-app list is filtered to the screen you are on. The full list is on Keyboard shortcuts.
Where is the search box?
There is no single search box across the whole app. Search belongs to the screen you are on: press / to jump to the search field on a contacts database, and / again to open search in Conversations. In Conversations, two characters searches names and numbers and three searches message text as well.
Getting help
Where are the docs?
You are reading them. Inside the app: Help & support → Documentation. On a phone: Menu → More → Documentation.
How do I contact support?
Help & support → Contact support, which opens a WhatsApp chat with our support line. You can also reach us at WhatsApp support. When you message us, quote the sentence on your screen word for word — every message in Raion Hub names one specific cause, so it is the fastest way to an answer.
What is the amber dot on the Help button?
Your setup wizard is not finished. Open the menu and press Setup wizard to pick up where you left off. See First-run setup.
Can I reopen the setup wizard after finishing it?
Yes. The row never goes away — once you are done it reads All steps complete — reopen anytime.
Why did a small numbered card appear in the corner?
It is a “here is how this screen works” tip for a screen you are on for the first time. Dismiss it with Got it or the ✕ and it will not come back on your account, on any device. Some carry a Learn more → link into this guide.