Troubleshooting
The six checks that resolve most problems, a table of common symptoms, and what support needs from you when they don’t.
On this page
1Six things to check first
Most problems people report turn out to be one of these. Work down the list before opening a ticket — it’s faster than waiting for a reply.
- Are you using Chrome? ClientTether is built for Chrome. Safari, Firefox and Edge produce odd behaviour that looks like a bug and isn’t.
- Is Chrome up to date? Open the three-dot menu → Settings → About Chrome; it updates itself if it’s behind.
- Is ClientTether open in more than one tab? Two tabs of the same account fight over the same session and produce stale data. Close all but one.
- Have you done a hard refresh? A normal reload can serve an old cached version of the app. Hold Shift and click reload, or press Ctrl+Shift+R.
- Have you signed out and back in? It re-reads your permissions and settings, which fixes anything that changed while you were signed in.
- Is it one user or everyone? Ask a colleague to try. One person means a browser or permission problem; everyone means an account setting — and that changes who can fix it.
2Common specific problems
| Symptom | Where to look |
|---|---|
| Nothing is sending at all | The Active/Pause switch on Account Info Settings, then Operation Settings. |
| Texts fail | Brand and campaign approval on Telephony & Texting Registration; then the Text Monitor for the carrier’s reason. |
| Email won’t send | Connecting Your Email (SMTP & IMAP) — consumer addresses must be connected. |
| Contacts seem to have vanished | A filter is still applied. Use the clear-all icon on the Contacts List, and check the Archived list. |
| A menu or Settings tab is missing | User level or an add-on — see Users & Permissions and Add-Ons. |
| A setting is greyed out | An Enterprise lock. See Enterprise Settings. |
| Can’t sign in | Logging in — password expiry, verification codes and the reCAPTCHA after failed attempts. |
| Calls fail or show as spam | Phone Calls. |
3The monitors
Before reporting that something didn’t send, look at the record of it. The user menu has API Monitor, Webhook Monitor, Text Monitor, Email Quarantine Monitor, Group Messaging Queue and Queue Status — between them they show what was attempted and what came back. See Integrations Overview.
4When to contact support
If the six checks don’t help, email support@clienttether.com with the contact or record involved, what you expected, what happened, and the time it happened — that’s what lets support find it in the logs. See Getting Support & Submitting Ideas.