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🔧 Troubleshooting Guide 🔧

Updated

Overview

Even the best platforms experience occasional issues! This guide walks you through common problems users face in Shape and the steps to quickly resolve them. Whether it’s login troubles, email sync issues, or automation hiccups, we’ve got you covered!

❌ 1️⃣ I Can’t Log In to Shape

✅ Solution:

  1. Check Your Credentials – Ensure you’re using the correct email and password.
  2. Reset Your Password – Click “Forgot Password” on the login screen and follow the reset instructions.
  3. Browser Issues? – Clear your cache and cookies or try logging in from an incognito window.
  4. Account Locked? – Reach out to Shape Support for assistance if you’ve exceeded login attempts.

📌 Pro Tip: Always use Google Chrome for the best Shape experience.

📧 2️⃣ Emails Aren’t Sending from Shape

✅ Solution:

  1. Verify Your Email Settings – Check if your email is properly connected under Settings > Email & Communication.
  2. Reauthenticate Your Email – Disconnect and reconnect your email integration.
  3. Check Spam Filters – Ensure your recipients' inbox settings aren’t filtering Shape emails as spam.
  4. Review Automation Settings – If emails are scheduled but not sending, ensure your automation settings are active.

📌 Pro Tip: Set up SPF, DKIM, and DMARC records for better email deliverability.

📲 3️⃣ Calls Aren’t Connecting in Shape Dialer

✅ Solution:

  1. Check Your Internet Connection – A weak connection may affect call quality.
  2. Verify Phone Number Format – Ensure you’re dialing with the correct country code and formatting.
  3. Check Microphone Permissions – Allow Shape to access your microphone in browser settings.
  4. Test a Different Number – Try calling another number to determine if the issue is specific to one contact.

📌 Pro Tip: Use a wired internet connection for more stable call quality.

🔄 4️⃣ Automations Aren’t Running Properly

✅ Solution:

  1. Check Drip Campaign Status – Ensure the automation is enabled under Marketing > Drip Campaigns.
  2. Review Workflow Conditions – If an automation isn’t triggering, double-check the conditions (e.g., lead status, date filters).
  3. Confirm Contact Tags – Some automations require specific tags to trigger actions.
  4. Test with a Sample Lead – Create a test lead and run the automation to see if it activates.

📌 Pro Tip: Automations may take a few minutes to activate—refresh your browser and check back.

📊 5️⃣ Reports & Analytics Data Isn’t Updating

✅ Solution:

  1. Refresh Reports – Click the refresh icon in your Reports Dashboard to load the latest data.
  2. Check Date Ranges – Ensure you’re viewing the correct time period.
  3. Verify Lead Source & Statuses – Make sure leads are categorized correctly for accurate reporting.
  4. Clear Filters – Reset applied filters to ensure all relevant data is included.

📌 Pro Tip: Schedule automated reports to get updated data sent to your inbox.

🔗 6️⃣ Integrations (CRM, Email, Zapier) Aren’t Syncing

✅ Solution:

  1. Check Integration Settings – Navigate to Settings > Integrations and verify the connection status.
  2. Reauthorize Your Account – Some integrations require periodic re-authentication.
  3. Ensure API Limits Aren’t Exceeded – Some third-party tools have daily API request limits.
  4. Test the Integration – Run a manual sync or test trigger to verify the issue.

📌 Pro Tip: Use Zapier logs to troubleshoot failed integration attempts.

🛠️ Still Experiencing Issues?

If your issue persists after trying these solutions:
📩 Submit a Support Ticket via Shape’s Help Center.
📞 Contact Support if urgent assistance is required.

 

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