When something goes wrong

Find what you are looking at in the list on the right, or scroll to the heading that matches. Every entry gives you the words on your screen, the reason behind them, and the one thing to do next.

Start here

Two facts explain most of what looks broken in Raion Hub.

1. Raion Hub hides a control you cannot use — it does not grey it out. If a colleague describes a button you cannot find, the button is not broken and you are not on the wrong screen. Your role or your plan does not include it, so the app does not draw it. Jump to a control someone told you about isn’t there.

2. On a shared workspace, most leads belong to someone else. New workspaces start in Strict ownership mode, where only a lead’s owner can edit it. This is the single most common “the app won’t let me type” report. Jump to you can’t edit a lead.

Where help lives inside the app

There is no Help page. Help is the question-mark button in the top bar, named Help & support, and it is there at every screen width.

Help & support sits just left of the theme toggle. An amber dot on it means the setup wizard is unfinished.

On a phone, tap Menu in the bottom bar and scroll to the More group for the Documentation tile. A Finish setup tile sits beside it while your setup is unfinished.

You can’t sign in

Signing in with Google, Meta or Apple

Password rules

A new password needs at least 8 characters, with at least one lowercase letter, one uppercase letter, one digit and one symbol.

That rule applies when you create a password — signing up, accepting an invite or resetting it — not when you use one. (Changing it in Settings → Profile only checks the 8 characters.) An older password that does not meet it still signs you in — so if sign-in is failing, the password is wrong, not out of date.

A password-reset link expires in 24 hours.

You were signed out in the middle of something

Your session ended, so the app reloaded to the sign-in page. There is no error message, because nothing failed — the session simply expired.

Sign in again and you land back on the page you were on. Raion Hub carries the page you were looking at through the sign-in and returns you to it.

A full-page message instead of the app

Five different screens look alike and have five different answers. Tell them apart by the title.

Why a link stops working

• The database it pointed at was deleted. Its address is kept forever so that it resolves nowhere, rather than being handed to a different database later.
• The database exists but is not visible to you. You get the same page as a link to nothing, on purpose.
• The link predates the current addresses and cannot be placed.

Renaming does not break links. An old workspace or database address keeps working and quietly rewrites itself to the current one in your address bar, so one database never ends up with several live addresses. A workspace address re-derives itself when you rename the workspace — unless someone has edited that address by hand, which freezes it.

A control someone told you about isn’t there

Raion Hub draws nothing where you have no access, so there is no greyed-out button to hover for an explanation. When the whole screen is withheld you get one of these, and each one names a different remedy.

The screen’s name in that sentence is not its name in the sidebar

This is worth knowing before you go looking for the words you were shown. Four screens use a different name in the refusal than on the menu.

So a sales rep locked out of the shared inbox reads No Team Inbox access and never sees the word “Conversations”.

Being the owner does not get you past a plan wall

A workspace owner with every permission still sees the plan message when the plan does not include the feature — the owner is the one paying, so showing them something the plan excludes would be misleading. Only permission gates are waived for an owner.

Assignment says “This feature isn’t enabled” CoreCore

Assignment words this differently from every other screen: a warning banner inside the page rather than a full-page message.

• “Assignment requires a paid plan. Contact your workspace admin to upgrade.” — the plan is the blocker.
• “Your role doesn’t have access to lead assignment. Ask a workspace owner to grant you the Lead Distribution permission.” — your role is.

The permission a workspace owner needs to look for is called Lead Distribution, even though every other part of the app says “assignment”. See Roles & permissions.

You were just given the permission and the control still isn’t there

Try the action once anyway, or reload the page. The server checks every request independently, and a refusal is the signal Raion Hub uses to re-read your permissions — so the control appears right after the first attempt that fails.

Your change didn’t save

The red pill at the top of the screen

No internet connection — check your connection is live status, not a message. It has no dismiss button because it should not be dismissable — it clears itself the moment any request gets through, flashes Back online in green for a couple of seconds, and leaves.

It appears both when a request fails and when your device itself reports being offline, so it will show up on a page you are only reading when you switch on airplane mode.

The dialog you have to answer

A save that fails opens a dialog rather than a toast, because the value has already reverted and the message needs an answer. Two versions, told apart by the title:

• No internet connection — your device is offline.
• That change wasn’t saved — the server refused the change.

Three rows, always in this order: what you changed, why it failed, what to do about it.

Retry tries again; Discard changes walks away from the edit. Clicking the background does not close the dialog, and Esc counts as Discard changes. A retry that fails locks the button for a few seconds, reading Failed — retry in 5s, and reads Retrying… while an attempt is in flight.

You need to undo something

Press ⌘ Z (Ctrl+Z on Windows) to undo your last action — an edit, a delete, a bulk change, or cancelling a send.

It only works while the undo message is still on screen, which is about five seconds. Once that message goes — because you dismissed it, pressed Undo, or let it time out — there is nothing left to reverse.

One more thing worth knowing: several quick edits to the same field replace each other in place, so you get one message showing the latest edit and one Undo, not a stack. Edits to a different field or a different contact stack normally.

You can’t edit a lead

A locked cell shows a “no entry” cursor, but the click still works — it opens a dialog that explains the block. There are five different blocks and five different answers. Match the dialog’s title.

Strict mode. The amber Strict chip names the workspace policy; the list under To edit this lead is built from what you are allowed to do.

1. This lead belongs to Daniel Tan with a Strict chip

Your workspace is in Strict ownership mode, so a lead can only be edited by whoever owns it. The dialog also reads This lead has no owner when nobody owns it yet.

What the dialog offers depends on what you can do:

• Assign it — assign the lead to yourself, or to whoever should work it, then edit it as its owner. Only shown if you can assign leads.
• Or switch to Claim mode — in Claim mode, members can claim a lead they do not own and co-own it. Only shown if you can change workspace settings; the link opens the workspace’s settings with the control already on screen.
• Otherwise the dialog names the person to ask: your workspace owner, either to assign the lead to you or to switch the workspace to Claim mode.

The footer has Close, and Assign lead when you are allowed to assign.

2. This lead belongs to Daniel Tan with a Claim chip

Your workspace is in Claim mode. Editing a lead you do not own means claiming it first, and the button does it: Claim & edit. No owner or admin needed.

A tick box offers Don’t ask again in this workspace for 8 hours, after which editing a lead you do not own claims it straight away. Every claim is still recorded in the lead’s activity.

If the dialog also says You’re viewing Priya Kaur’s values, claiming creates your copy of the lead’s fields, so the owner filter switches to Me and your edit lands there. The button then reads Claim & edit as me.

3. This lead is pending your response

The lead is assigned to you but you have not accepted it yet. Choose Accept to take ownership and start editing, Reassign to hand it to someone else (if you are allowed to assign), or Reject to send it back to the pool.

You can also accept or reject from the row itself — the Accept control draws a countdown around its own edge. See Accepting and rejecting leads.

4. You’re viewing Priya Kaur’s values

Nothing is wrong with this lead — you may well own it. The view is showing another member’s copy of the fields, and your edit would save to your own copy, which this view does not show. Press View as me and carry on.

5. No dialog, just a quiet message

You have no permission to update this database at all, so there is no remedy to offer you. Ask a workspace owner or an admin — see Roles & permissions.

The two settings behind all of this

A workspace owner finds both in Settings → Workspace & team, in the workspace’s edit dialog.

Press Save changes to apply them. See Workspace & team.

Your list looks empty or wrong

Read the empty message — each one names its own cause.

The list isn’t empty, it’s just missing rows

• Your workspace is Owner-private. Members see only the leads they own or that are shared with them. A workspace owner can change this in Settings → Workspace & team.
• There is a second page. The table pages your contacts. Choose 10, 20, 50 or 100 rows per page; 20 is the default. That choice is remembered in this browser, not on your account — so a second device starts at 20 again.
• New leads arrived while you were reading. Raion Hub never moves rows under your cursor. It shows a notice instead — 12 new leads, with a Refresh — and waits for you. You get the notice in the table, the phone card list and Kanban.
• You came back after being away. Anything that arrived while the app was asleep is not replayed, so Raion Hub quietly reloads the list once when you return: when the connection dropped while the tab was hidden, or when a phone comes back after a stretch away. Switching between desktop tabs never triggers it — nothing was missed.
• Pull down on the phone card list to refresh it by hand.

See Filtering and searching and The table view.

An import or a file upload was refused

Importing contacts

Over the limit, you get That file is larger than 10 MB. Please split it or upload a smaller file. Split the spreadsheet and import the halves.

When one spreadsheet cell holds several values, choose how to split it: Comma, Semicolon, Pipe, Colon or New line. By default Raion Hub splits on commas and colons. See Importing contacts.

Attaching a file to a contact

Documents accepted: .pdf, .doc, .docx, .xls, .xlsx, .csv, .txt. A Files field can be set to take images only, documents only, or both — and “both” still means images plus that list, never anything at all. A file your computer’s file picker let through anyway is refused here.

See Files on a contact.

You can’t send a WhatsApp message to a contact

The box you type in is replaced by a bar with a reason and a Choose template button. Tap or hover the reason to read the full explanation.

24h reply window closed — WhatsApp closes the reply window 24 hours after the customer’s last message. To continue the conversation you can send an approved template, wait for the customer to message again, or reply from your WhatsApp Business app.

Template only until they reply — this contact has never messaged you, so no reply window has opened. WhatsApp allows only an approved template as the first message. Once they reply, the 24-hour window opens and you can send anything.

Either way, Choose template is the way through.

See Replying in Conversations.

A template isn’t usable yet

Meta reviews every new template. The chip on the template tells you where it is:

“Use in a campaign” only appears on an approved template. If the action is missing from a template, check its chip.

When Meta refuses a submission you get a red block headed Meta did not accept this template, with an explanation underneath that names the field and the fix rather than repeating Meta’s own wording.

Empty list: No templates found — “Try adjusting your search or filter.” with a search or filter active, otherwise “Create your first template to get started.” with a New template button. See Manage templates.

A campaign says it sent but people didn’t get it

On this screen the words mean precise things, so it is worth reading them literally.

The badge on the campaign

The tick marks in the list

The ticks in the list are separate groups that add up to the number sent — each one counts only itself. Hover any of them for its name.

The filter pills inside a campaign

Under each held-back or failed recipient, a panel gives the reason — and the Meta error code, so you can quote it.

The word beside one recipient

Scheduled · Retrying · Sending… · Paused · Not sent (held back) · Couldn’t reach (refused).

Under the word, a panel explains it:

Sending it again

The retry action on a held-back recipient reads Fill in the field, then retry — fill the missing field on the contact first, or the same thing happens. On any other retriable recipient it reads Retry send.

Stopping a campaign confirms with All pending events stopped.

A recipient with no name shows their phone number as the title. That is normal: a send to a number that was never saved as a contact has no name to show.

You can also retry a failed campaign message from the conversation itself — a failed message carries Retry now beside an amber line giving the next attempt time. It needs the Message Scheduler permission on that number; if you do not have it, you get a message saying so.

Empty list: No campaigns found — “Try adjusting your search or filters.” with a filter active, otherwise “Send your first campaign to see it here.” with a New campaign button.

See Track a campaign and Fix failed recipients.

A number stopped sending

Go to Integrations → WhatsApp and open the Health & safety tab. Every connected number gets a row.

A score under 50, or a Restricted chip, is why sending stopped. The two guides at the bottom are worth reading before you need them.

Under each row, every warning we have for that number, each ending in a recommended action. Send safety → opens that number’s own send-safety settings without leaving the tab.

Elsewhere in the app the same health appears as Good quality, Medium quality or Low quality.

Getting a restricted number back

The tab’s Guides group has two sheets, always available:

• Recovery guide — restricted or banned number: why it happens, how to appeal, how to stay healthy.
• Learn about safe sending — the eight protective actions, from pacing to opt-out enforcement.

Numbers get restricted for messaging people who did not opt in, for high block and “report spam” rates (roughly 2% or more) or very low engagement, for large bursts to many unknown numbers, and for content in prohibited categories such as payday or peer-to-peer lending, debt collection and some crypto or investment offers — regardless of any licence you hold.

To keep a number healthy: message only contacts who opted in and honour STOP requests, turn on opt-out enforcement and remove duplicates before a broadcast, pace large sends and warm up new numbers gradually, use approved templates outside the 24-hour window, and give people an easy way to opt out.

See Outbound control.

No numbers yet: No WhatsApp account connected — “Connect a WhatsApp Business account to see its health and send-safety defaults here.”

Connecting a WhatsApp number won’t finish

Nothing opens when you tap Continue — the fix that always works

This is the most common problem on a phone, and the app has a dialog for it.

Both show a Connection link in a box below. Copy that link into your browser’s address bar. It is the one route that works on every device, and it is the answer when tapping Continue does nothing at all.

The add-a-number menu is unavailable

Its caption reads Number limit reached. Upgrade your plan to add more. Every plan includes one WhatsApp number; more are add-ons. See Subscription.

No numbers yet: No WhatsApp accounts connected — “Connect a WhatsApp Business account to start messaging leads and customers from Raion Hub.”, with Connect your first account. See Connect a WhatsApp number.

Conversations search finds nothing

Search works in two stages, and the screen tells you which one you are in.

So if you searched for something you know you wrote in a message and it was not found, the search was not missing it — it was not looking there yet. Type one more character.

No conversations at all: No conversations yet — “Message a customer to start one, or wait for them to message your connected channels.”, with a New Conversation button.

You’re not getting alerts

The bell is in the top bar on a computer. On a phone, Alerts is a slot in the bottom bar.

Empty: All caught up, with “No unread alerts.” on the unread tab and “No alerts match this filter.” when a filter is on. With nothing filtered, it names the kinds of activity that land here instead.

Mark all read is at the top. Beside it, an icon with sliders shows and hides the filters.

Alerts in the App Store or Google Play app

The app asks once, the first time you sign in. If you chose not to allow notifications, turn them on in your phone’s settings — the app cannot ask again:

• iPhone or iPad: Settings → Notifications → Raion Hub → Allow Notifications.
• Android: Settings → Apps → Raion Hub → Notifications.

If the app’s Alerts screen shows a line about tapping Share and Add to Home Screen, ignore it — that advice is meant for Safari, not for the app.

Alerts in a browser (push)

If turning them on fails, the reason stays on screen rather than disappearing as a toast, because most of the fixes take more than one step:

See Notifications.

On a phone

Rotate your device

Raion Hub works best in portrait on phones. On most screens, turn the phone upright to carry on. On the contacts table you get a View the table button instead — the message reads “Or keep it sideways for the full table view.” Turning back to portrait brings the card view back on its own.

You cannot find a screen you use on the computer

The bottom bar has four slots: Dashboard, the database you are in, Alerts and Menu. Everything else is under Menu. The bottom bar is hidden in landscape by design.

Switching 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 offers the others.

Installing the app

Use the Help menu’s install row. On Android and desktop it reads Install Raion Hub. On iPhone and iPad it reads Add to Home Screen and opens a sheet: Add Raion Hub to your Home Screen, then tap Share in Safari’s toolbar and choose Add to Home Screen. Already installed, the row reads Installed.

See Mobile differences.

Your subscription is about to lapse

A dialog titled Subscription Expiring appears on whichever page you are on, with a line such as Your subscription expires in 5 days. and the date it ends. It warns that “After expiration, your account will be deactivated and you will lose access to the platform.”

It cannot be dismissed by clicking the background or pressing Esc — press I understood, which is how we know the warning was actually seen. Renewing is in Settings → Subscription, and only the workspace owner can act on it. See Subscription.

You can’t invite anyone else

A seat is a person on your plan, not a membership. Adding someone who is already on your plan into a second workspace does not use a seat and is not limited by seats. Only an email invite can use one. See Members.

You’re seeing another workspace’s settings

Some things your browser remembers — a dashboard layout, sidebar bookmarks — can briefly look like they came from the wrong account after you switch workspace or sign in as someone else.

Sign out and back in, or reload the page. Your actual records are never mixed: what you are looking at is a remembered layout, not someone else’s contacts.

Still stuck

• Reload the page. It is worth doing first, and it clears a surprising number of these.
• Open Help & support in the top bar and press Contact support to reach us on WhatsApp. On a phone: Menu → More.
• Tell us what the screen said, word for word. Every message on this page names one specific cause, so the sentence you are looking at is the fastest way for us to find it.

You can also message us directly at WhatsApp support.

Next

• Frequently asked questionsThe questions we are asked most, with the shortest true answer to each.→
• Keyboard shortcutsRaion Hub is built to be driven from the keyboard.→
• Roles and permissionsA role is a bundle of permissions with a name.→