# Troubleshooting > Fixes for the most common problems in Caramel — sign-in, forms, marketing, integrations, and plan limits. Common problems and how to fix them. Each entry describes the symptom, the most likely cause, and the fix. If the steps here don't resolve your issue, contact support at `support@caramelme.com`. --- ## Sign-in problems ### I'm not receiving the magic link email **Cause:** The email may be in your spam or junk folder, or your inbox may be filtering it. **Fix:** 1. Check your spam and junk folders for an email from `noreply@caramelme.com`. 2. Mark it "not spam" if found, then click the link. 3. If you still don't see it after 2–3 minutes, go back to [app.caramelme.com](https://app.caramelme.com) and request a new link. 4. If your organization uses an email firewall, ask your IT team to allow messages from `caramelme.com`. > **Note** Magic links expire after 5 minutes. Always use the most recently requested link. --- ### My invitation link doesn't work **Cause:** Invitation links expire after a short period, or the link has already been used. **Fix:** Ask the business Owner or Manager to resend the invitation from **Settings → Team**. The new link will be valid. See [Invite your team](../get-started/invite-your-team). --- ### I signed in but I can't see the business I'm supposed to be in **Cause:** Your account was added to a different business, or you may have signed in with a different email address. **Fix:** 1. Click **All businesses** at the top of the sidebar to see every workspace linked to your account. 2. If the business doesn't appear, confirm with the owner that the invitation was sent to the correct email address. 3. If your email is correct but the business is missing, ask the owner to check **Settings → Team** and resend the invitation. --- ## Forms ### My form won't accept submissions **Cause:** The form may be unpublished, at a plan limit, or blocked by spam protection. **Fix:** 1. Open the form in the builder and confirm its status shows **Published** (not Draft). Click **Publish** if it shows Draft. 2. Check that your plan's form limit hasn't been reached. Starter allows 2 forms, Lite 5. If you're at the limit, archive an existing form or upgrade. See [Choose a plan](../get-started/choose-a-plan). 3. If you have spam protection enabled, try submitting from a normal browser (not a headless browser or automation tool). See [Spam protection](../forms/spam-protection). --- ### Submissions aren't appearing in Customers **Cause:** The **Create customers from submissions** toggle may be off, or the email/phone field isn't mapped. **Fix:** 1. Open the form in the builder and go to **General → Customer Creation**. 2. Enable **Create customers from submissions**. 3. Use the field mapping dropdowns to assign which form field contains the email address (required) and phone number (optional). 4. Save and publish the form, then test with a real submission. See [Where submissions go](../forms/where-submissions-go). --- ### Submissions aren't routing to my integration (Mailchimp, Google Sheets, etc.) **Cause:** The integration may have been disconnected, or the per-form destination toggle may be off. **Fix:** 1. Go to **Integrations** and confirm the integration is still connected (its status should show **Connected**, not **Error** or **Disconnected**). Reconnect it if needed. 2. Open the form, go to the **Destinations** tab, and confirm the toggle for that integration is on. 3. Re-authorize the integration if you see a permissions error. --- ## Marketing ### My journey or broadcast isn't sending **Cause:** The journey may be paused or draft, the channel may not be configured, or the segment may be empty. **Fix:** 1. Open the journey or broadcast and check its status. For a Journey, it must be **Active** — click **Activate** if it shows Paused or Draft. 2. Go to **Settings → Messaging Channels** and confirm the channel you're sending through shows **Configured**. Email, SMS, WhatsApp, and Telegram each require setup before they can send. See [Channels](../marketing/channels/index). 3. Check that the target segment has at least one member. Open **Customers → Segments** and review the segment's membership count. If it's 0, adjust the segment rules or add contacts that match. 4. For Broadcasts, confirm the scheduled send time hasn't passed and the broadcast status isn't already **Sent**. --- ### Emails are landing in spam **Cause:** You haven't verified a custom sender domain, or your domain reputation is low. **Fix:** 1. Go to **Settings → Email and sender domain** and complete domain verification. Verified domains significantly improve inbox placement. 2. If your domain is already verified, check for a high bounce rate on recent sends — remove invalid addresses from your customer list. 3. Warm up a new domain gradually: start with your most-engaged contacts and increase volume over 2–4 weeks. See [Email channel](../marketing/channels/email) for the full domain verification steps. --- ### My SMS messages aren't being delivered **Cause:** The SMS provider may not be configured, or the recipient's number may be missing or invalid. **Fix:** 1. Go to **Settings → Messaging Channels → SMS** and confirm your Twilio or SignalWire account is connected and shows **Configured**. 2. Check that the recipient customers have a valid phone number stored in **Customers → [customer name]**. Contacts without a phone number are skipped for SMS steps. 3. Confirm your sending number supports SMS in the recipient's country. See [SMS channel](../marketing/channels/sms). --- ## Integrations ### My integration shows "Disconnected" or "Error" **Cause:** The connection credentials may have expired, the third-party platform may have revoked access, or the API key may have changed. **Fix:** 1. Go to **Integrations** and click the affected integration. 2. Click **Reconnect** or **Re-authorize** and follow the on-screen steps to supply fresh credentials. 3. If the error persists, check the third-party platform's settings to confirm the API key or OAuth connection is still active. 4. After reconnecting, test by triggering a new form submission or sync event and confirming the data flows through. --- ## Plan limits ### I'm seeing a "limit reached" warning **Cause:** You've hit the cap for your plan — forms, customers, journeys, segments, or integrations. **Fix:** 1. Go to **Billing → Usage** to see exactly which limit you've reached and how much headroom you have on other resources. 2. To add more capacity without upgrading, archive unused items (forms, journeys, or integrations that are no longer active). 3. To raise the limit permanently, upgrade your plan from **Settings → Billing**. See [Choose a plan](../get-started/choose-a-plan). > **Note** Form submissions are unlimited on every plan. Limits apply to the number of forms, not the number of responses. --- ## Still stuck? If none of the above resolves your issue, contact us: - **Email:** `support@caramelme.com` - **In-app:** Click **Help Center** at the bottom of the sidebar. Include your business name and a brief description of what you expected to happen versus what you saw. Screenshots help.