If something is not working as expected, check the sections below for common issues and how to resolve them. If your issue is not listed here, please email support@andrewleejenkins.com.
Jump to a symptom: sign-in · page not loading · real-time updates · email · SMS · CSV import · booking · workflow · invoice payment
| Symptom | First thing to try |
|---|
| Not receiving notifications | Check your notification preferences and browser permissions |
| Emails landing in spam | Verify your sending domain (SPF, DKIM, DMARC) in Settings |
| A contact looks duplicated | Use the merge action from the contact record |
| A workflow did not run | Open its execution logs to see where it stopped |
| Booking page will not load | Reconnect the calendar and re-check availability |
| Can't see a sub-account | Ask an admin to grant you access to that workspace |
Can't Sign In
- Check your browser - Use a modern, up-to-date browser (Chrome, Firefox, Safari, or Edge). Clear your cache and cookies if the login page is not loading correctly.
- Correct URL - Make sure you are visiting the right login page for your account. If you were invited by email, use the link in your invitation.
- Password reset - If you have forgotten your password, use the "Forgot Password" link on the login page to receive a reset email.
- Account status - If your account has been deactivated by an admin, you will not be able to log in. Contact your account administrator.
Page Shows "Failed to Fetch" or Does Not Load
This usually means the application temporarily lost its connection to the backend.
- Refresh the page - In most cases, a simple refresh resolves the issue.
- Check your internet - Verify that your internet connection is working.
- Wait a moment - If the platform was recently updated or restarted, data connections restore automatically within a few seconds.
If the error persists after refreshing, try clearing your browser cache or opening the page in an incognito window.
Real-Time Updates Stopped
Seedly CRM updates data in real time. If you notice that changes made by team members are not appearing:
- Check your internet connection - Real-time updates require an active connection.
- Refresh the page - This re-establishes the data subscription.
- Check for browser extensions - Ad blockers or privacy extensions can sometimes interfere with real-time connections.
Emails Not Sending
If emails are not being delivered to contacts:
- Check your integration setup - Go to Settings → Integrations and verify that your email provider (Postmark or SendGrid) is connected and showing a healthy status.
- Verify your sending domain - Unverified domains will not deliver email. Go to Settings → Integrations and check that your domain shows verified status for DKIM and SPF.
- Check the suppression list - Contacts who have bounced or unsubscribed are automatically added to the suppression list. Go to Campaigns → Suppressions to check.
- Review the contact's DND settings - If Do Not Disturb is enabled for email on the contact, messages will be skipped.
- Check conversation status - Look at the message delivery status in the conversation timeline. Statuses like "bounced" or "failed" include details about what went wrong.
SMS Not Delivering
If SMS messages are not reaching contacts:
- Check phone number format - Phone numbers must include the country code (e.g., +1 for US numbers).
- Verify your SMS provider - Go to Settings → Integrations and check that Twilio or Telnyx is connected and active.
- Check the suppression list - Contacts who have opted out are added to the suppression list automatically.
- A2P 10DLC registration - For US numbers, carriers require A2P 10DLC registration. If your registration is pending or incomplete, messages may be filtered. Check Settings → Integrations for registration status.
- Check the contact's DND settings - If Do Not Disturb is enabled for SMS on the contact, messages will be skipped.
CSV Import Issues
If a CSV import is not working as expected:
- File format - The file must be a standard
.csv file with UTF-8 encoding. Excel files (.xlsx) are not supported - export to CSV first.
- Column mapping - During the import wizard, make sure each column is mapped to the correct contact field. Unmapped columns are skipped.
- Duplicate handling - Choose whether to skip duplicates, update (merge into) the existing contact, or create a new contact anyway. Duplicates are detected by email address.
- Tags - To assign tags during import, include a column with comma-separated tag names.
- Required fields - If certain fields are required by your account settings, make sure they are present in the CSV and mapped correctly.
Calendar Booking Page Not Loading
If a public booking page is not accessible:
- Check the appointment type status - Only published appointment types have active booking pages. Go to Calendar → Appointment Types and verify the status is Published.
- Check availability - If no available time slots exist for the configured period, the booking page will show no options. Review your availability rules under the appointment type settings.
- Link expiration - Booking links can have expiration dates. If the link has expired, generate a new one.
Workflow Not Triggering
If a workflow is not enrolling contacts when expected:
- Check the workflow status - Only Active workflows process triggers. Go to the workflow list and verify the status. Draft, Paused, and Inactive workflows do not enroll contacts.
- Verify trigger conditions - Open the workflow and click each trigger node. Confirm the trigger type and any filter conditions match the event you expect. Edits to a published workflow go live only when you publish them, so if the toolbar shows Publish changes, the workflow is still running the version you last published.
- Check enrollment settings - If re-entry is disabled and the contact has already been through this workflow, they will not be enrolled again.
- Review time window settings - If the workflow has business hours restrictions, triggers outside those hours will not enroll contacts until the window opens.
- Check execution logs - Open the workflow's execution logs to see if the contact was enrolled but the workflow failed at a specific step.
Invoice Payment Not Processing
If a client cannot pay an invoice online:
- Check Stripe connection - Go to Settings → Integrations and verify that Stripe is connected. If the connection has expired, reconnect it.
- Invoice status - Only invoices with a status of Sent or Viewed can accept payment. Draft and Voided invoices do not have payment links.
- Payment method - Confirm that the invoice was sent with an online payment link. Invoices marked for manual payment collection do not have a Stripe checkout flow.
- Contact the client - Ask the client to check that they are not blocking third-party cookies or scripts, as these can interfere with the Stripe checkout form.
Still Need Help?
If your issue is not covered above, email support@andrewleejenkins.com with a description and a screenshot. The team reviews every message.