Troubleshooting

Find the cause from the symptom: a post wasn’t sent, friends aren’t receiving messages, the chatbot isn’t replying… checked step by step, most common causes first.

• A post wasn't sent：When a post wasn't sent, or some friends say they didn't get it, check the post status, the failure reason, the audience settings, and whether the friend blocked you or is on the blacklist. Causes are listed from most to least common, each with how to fix it.
• A chatbot isn't replying：When a friend sends a keyword, sticker or photo and the chatbot doesn't reply — or a different one replies — check the bot's status, how keywords are matched, its trigger conditions, the limits on default replies, and whether the friend is blacklisted or in a service conversation. Causes are listed from most common, along with which bot replies when several match.
• Friends can't see the Richmenu：When friends open the LINE chat and see no Richmenu, an old one, or a different menu from everyone else, check whether the default Richmenu schedule has a gap, whether the friend has a segmented Richmenu applied, the Default Expand setting, and how long LINE takes to update. Causes are listed from most common.
• Members can't claim a pass：When a member can't find a pass in the Wallet, taps claim and nothing happens, or claims it but can't use it, check the Wallet visibility and required tags, the claim period, remaining passes and the per-person limit, whether they have enough points, and the usage period and method. Causes are listed from most common, including why members say they never got a backend-distributed pass.
• A member didn't get tagged：You set a tag to be applied when someone clicks a link, triggers a chatbot, fills in a form or claims a pass, but the member doesn't have it. First use Member History to see whether it was never applied or was applied and then removed, then check whether an expiry tag ran out, whether OakMega could identify the member (LINE login), and whether the trigger actually happened. Causes are listed from most common.
• I can't see a feature or menu：When a feature is missing from the navigation bar, opening it only shows Upgrade Plan or not connected, or the buttons are grayed out, check your member permission (Hidden, View Only, Editable), whether only the owner can use it, the workspace plan and activation, whether the communication platform is connected, and the web tool domain settings. Organized by what you see on screen.
• Members can't open or submit a form：When a member opens a form and only sees a page like Form Closed or Not qualified, or fills it in and submitting fails, use the special page they see to find which restriction stopped them: Form Status, Add friend to fill form, the submission period, total submissions, individual submissions, or tag restrictions. Also covers why the test link works when the real link doesn't, and common reasons a submission fails.
• Find out why members cannot see booking time slots：If a booking question shows no dates or times, check whether the item is open, its Booking Period and Booking Cutoff Time, weekly slots, existing bookings, and staff availability. If a member selected a slot but could not submit the form, check whether that slot is still available.
• The AI agent isn't replying：When an organization is connected to an OakXgen AI but members' messages get no AI reply, check in order whether the conversation is in service, whether the AI switch is on, which organization the conversation went to and whether that organization has an AI connected, whether a chatbot took the message or the message type isn't supported, and finally the service hours and handoff status in OakXgen.