Troubleshoot Neurally
Agent Setup Issues
Stuck on 'Preparing Agent'
Ensure all required fields are filled before proceeding.
Try refreshing the page and check if the step progresses.
Clear your browser cache and retry.
If the issue persists, contact support with your Agent ID.
Stuck on 'Customizing UI for Agent'
Ensure that you've saved the UI configuration.
Check for any form validation errors.
Try toggling a field and clicking Save again.
Reload the page and verify if customization was applied.
Stuck on 'Reviewing your website'
Ensure your website URL is valid and publicly accessible.
Avoid password-protected or staging URLs.
Try re-adding the website and initiating the review again.
Contact support if your site fails to load after retrying.
Stuck on 'Initiating training'
Go to the Training Sets tab and check for any stuck items.
Retry training if possible from the action menu.
Make sure knowledge sources are attached.
If it’s stuck for 5+ minutes, contact support with project details.
Training Set Issues
Training Sets showing empty
Ensure that knowledge sources (file, website, URL, sitemap) have been uploaded.
Try refreshing the page.
Check if the parent KnowledgeBase is selected.
Inspect browser console for network errors and report to support.
Training Set is stuck in QUEUE / PENDING / PROCESSING
Allow at least 1–2 minutes if processing large files or sitemaps.
Refresh the page and check status again.
If status hasn’t changed for 5+ minutes, delete and reupload.
Contact support if it's stuck despite reattempts.
All of the website links are not appearing in Training Sources
Ensure the sitemap or website allows crawling (no robots.txt block).
Check that links have correct anchor tags or crawlable content.
Try using the direct URL mode instead of sitemap.
Open the URL in browser and confirm visible content exists.
Live Agent UI Issues
Unable to see customized UI of the Agent on live
Ensure you've saved UI changes in 'Chatbot UI Setup' step.
Check if your website has the latest embed code.
Clear your site cache (Cloudflare, Vercel, etc.) and try again.
Inspect DOM to verify widget is rendering correctly.
Deployment of embed code not working
Ensure you’ve copied the entire embed code from deployment step.
Paste it before the closing </body> tag on your website.
Check browser console for any script loading errors.
If you use a builder like Wix/Shopify/Webflow, make sure scripts are supported.
Session / Message Issues
Unable to view sessions
Ensure at least one message was sent by a user to your agent.
Refresh the Dashboard or visit the Sessions tab directly.
Verify the Agent is trained and deployed.
Check console/network tab for API errors.
Messages not showing in session thread
Ensure you have selected the correct session.
Try hard refreshing the browser (Ctrl+Shift+R).
Verify that you’re logged into the correct project.
Contact support if only some messages load.
Integration Issues
WhatsApp not connected
Ensure you've completed the Meta Embedded Signup flow.
Check if your WhatsApp phone number is verified and shows CLOUD_API platform.
Go to Integrations > WhatsApp and confirm status shows 'Connected'.
If stuck, reconnect and retry with a different number if needed.
Unable to receive WhatsApp messages
Ensure the phone number you've connected is approved and verified by Meta.
Verify that your Meta Business account is fully verified under Business Settings.
If your number is already registered with another provider, request its release before connecting it to Neurally.
Wait a few minutes after completing onboarding — messaging may take time to initialize.
Try sending a test message to the connected number from your personal WhatsApp to confirm delivery.
Billing & Plan Issues
Unable to upgrade plan
Check if your payment method is valid.
Try upgrading using a different browser or incognito mode.
Ensure you’ve selected the correct plan and accepted terms.
Contact support if the transaction fails multiple times.