Troubleshooting Integration Issues

Common problems and solutions for all integrations.

General Troubleshooting Steps

Before diving into platform-specific issues, try these universal fixes:

1. Check Integration Status

1. Go to Settings → Integrations
2. Look at status indicator:
   • Green pulse (Connected): Working normally
   • Yellow (Pending): Setup incomplete
   • Red (Error): Issue detected
   • Gray (Disconnected): Not connected

2. Verify Subscription Tier

• WhatsApp: Available on all tiers
• Google Calendar: Solo+ required
• Messenger & Instagram: Growth+ required

If you don't have the right tier:

1. Go to Settings → Billing
2. Upgrade to required plan
3. Return to Integrations to connect

3. Clear Browser Cache

Sometimes OAuth tokens get stuck in browser:

1. Clear browser cache and cookies
2. Log out of rendevo
3. Log back in
4. Try reconnecting integration

4. Check External Platform Status

• Facebook/Meta: status.facebook.com
• Google: status.cloud.google.com
• If platform is down, wait and retry later

WhatsApp Business

"Integration Not Found" Error

Causes & Solutions:

1. Phone Number Not Registered

   • Go to Facebook Business Manager
   • Verify WhatsApp Business Account (WABA) exists
   • Check phone number is active and verified
   • Reconnect in rendevo

2. Access Token Expired

   • Click Reconnect in Integrations
   • Reauthorize through Facebook OAuth
   • Verify status changes to "Connected"

Messages Not Appearing in Inbox

Diagnostic Steps:

1. Send test message to your WhatsApp Business number
2. Wait 30-60 seconds (webhook processing time)
3. Refresh Inbox page
4. Check Inbox filters (ensure not filtered out)
5. Look for conversation under "All" tab

If still not working:

• Check integration status for errors
• Disconnect and reconnect integration
• Check that phone number matches exactly

Cannot Send Messages

Possible Causes:

1. 24-Hour Window Expired

   • WhatsApp requires customer to message first
   • Or you must respond within 24 hours
   • If window expired, wait for customer to message again

2. Access Token Invalid

   • Reconnect integration to refresh token

Google Calendar

Events Not Creating in Calendar

Diagnostic Steps:

1. Check Sync Status

   • Go to Integrations
   • Look at "Last synced" timestamp
   • Should update within 1 minute of booking

2. Verify Permissions

   • Go to Google Account → Security → Third-party access
   • Find rendevo app
   • Ensure calendar permissions granted
   • If not, revoke and reconnect

3. Check Correct Calendar

   • Events may be in different calendar
   • Open Google Calendar
   • Check "Other calendars" section
   • Look for recently created events

"Sync Failed" Error

Solutions:

1. Token Expired
   • Click Disconnect
   • Wait 30 seconds
   • Click Connect
   • Complete OAuth flow
   • Test with new appointment

Duplicate Events

Cause: Multiple sync triggers or reconnection without cleanup

Solution:

1. Manually delete duplicate events in Google Calendar
2. Go to rendevo Integrations
3. Disconnect Google Calendar
4. Wait 5 minutes (allows cleanup)
5. Reconnect
6. Create test appointment to verify single event

Facebook Messenger

"Page Not Found" Error

Causes:

1. Not Page Admin

   • You must be admin of the Page
   • Check Page roles in Facebook
   • Ask Page owner to add you as admin

2. Page Unpublished

   • Page must be published to connect
   • Go to Page settings → General
   • Ensure "Page visibility" is "Page published"

Messages Not Received

Diagnostic Steps:

1. Send test message to Page on Facebook
2. Wait 30 seconds
3. Refresh Inbox in rendevo
4. Check "All" conversations tab

If not appearing:

• Verify Page is connected (not different Page)
• Check webhook subscription status
• Disconnect and reconnect integration
• Ensure permissions include message reading

Instagram Direct

"Instagram Account Not Found"

Solutions:

1. Not a Professional Account

   • Must be Business or Creator account
   • Convert: Instagram app → Settings → Account → Switch to Professional

2. Not Linked to Facebook Page

   • Instagram must be linked to a Page
   • In Instagram app: Settings → Account → Linked Accounts
   • Connect Facebook Page
   • Wait 5 minutes, retry connection

Messages Delayed

This is Normal:

• Instagram webhook delivery is often 1-2 minutes delayed
• This is a Meta API limitation
• Refresh Inbox periodically
• Messages will appear eventually

General OAuth Issues

"Authorization Failed" Error

Solutions:

1. Clear All Sessions

   • Log out of rendevo
   • Log out of Facebook/Google
   • Clear browser cookies
   • Start fresh OAuth flow

2. Grant All Permissions

   • Don't skip permission screens
   • Grant all requested permissions
   • Declining permissions causes connection to fail

3. Use Supported Browser

   • Chrome, Firefox, Safari, Edge (latest versions)
   • Disable browser extensions that block OAuth
   • Try incognito/private mode

When to Contact Support

Contact support if:

• Issue persists after trying all troubleshooting steps
• Integration shows "Connected" but definitively not working
• Receiving error messages not covered in this guide
• Need help with complex multi-platform setup

Before contacting support, gather:

1. Screenshots of error messages
2. Integration status from Settings
3. Steps you've already tried
4. Approximate time when issue started
5. Which platform(s) affected

Preventive Maintenance

Regular Checks

1. Weekly: Verify all integrations show "Connected"
2. Monthly: Test each integration with sample message/booking
3. Quarterly: Review and update permissions if needed
4. As Needed: Reconnect if you see any warnings

Best Practices

1. Don't revoke permissions externally without disconnecting in rendevo
2. Keep business accounts in good standing (Facebook, Google)
3. Monitor for platform policy changes
4. Update business info across all platforms consistently
5. Enable email notifications for integration errors