Troubleshooting

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.

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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 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.

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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.

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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.

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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Cause: The form may be unpublished, at a plan limit, or blocked by spam protection.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.
3. If you have spam protection enabled, try submitting from a normal browser (not a headless browser or automation tool). See Spam protection.

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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.

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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.

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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.
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.

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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 for the full domain verification steps.

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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.

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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.

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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.

Note Form submissions are unlimited on every plan. Limits apply to the number of forms, not the number of responses.

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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.