Troubleshooting

This guide covers the most common issues QuintaGo customers encounter and how to resolve them. Issues are organised by area. If you cannot find your issue here, contact support via the chat widget.

WhatsApp issues

Number will not connect

The most common cause is the QR code expiring or 2-step verification being enabled.

Scan the QR code within 60 seconds — it expires quickly
Disable 2-step verification on WhatsApp Business before connecting
Ensure the number is a Business account, not personal
Try a different browser or incognito mode

Messages not delivering

Check the Status page for any ongoing WhatsApp incidents
Verify the lead has not blocked your number
Outbound messages to contacts older than 24 hours require approved templates
Check the message log for specific error codes from the Meta Cloud API

Lead issues

Leads not appearing from website form

Verify the API key in the plugin settings is correct and not expired
Check the WordPress error log for 401 (unauthorised) or 422 (validation) errors
Confirm required fields (name + email or phone) are mapped in the plugin settings
Use the Send test lead button in the plugin to validate the connection

Duplicate leads appearing

Duplicates occur when the same lead arrives from multiple sources. QuintaGo detects duplicates on email address and phone number. If duplicates still appear:

Check if the lead submitted from multiple forms (different email variants)
Use Leads → Merge to combine duplicate profiles
Enable strict duplicate detection in Settings → Leads → Deduplication

Proposal issues

Proposal link not opening

Links expire after 30 days — regenerate from the proposal actions menu
Check the couple is not on a corporate network with strict URL filtering
Test the link yourself in a private browser to confirm it loads

API issues

401 Unauthorized

// Check your Authorization header format
// Correct:
Authorization: Bearer qg_live_xxxxxxxxxxxxxxxxxxxx

// Wrong (missing 'Bearer'):
Authorization: qg_live_xxxxxxxxxxxxxxxxxxxx

// Also check the key has not been revoked in Settings → API keys

429 Rate limit exceeded

If you are hitting rate limits, implement exponential backoff and check the X-RateLimit-Reset header to know when the window resets. Use the SDK which handles this automatically.