🛠️ Troubleshooting Email and Phone Connectivity Issues in Shape 🛠️

Overview

If you're experiencing issues with emails not sending or phone calls not connecting in Shape, this guide will walk you through step-by-step troubleshooting solutions to resolve these problems quickly.

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📧 Email Connectivity Issues & Solutions

1️⃣ My Emails Aren’t Sending from Shape

✅ Solution:

1. Verify Email Setup – Ensure your email is connected under Settings > Email & Communication.
2. Check Email Integration Status – If using Gmail, Outlook, or another provider, confirm the integration is still active.
3. Reconnect Your Email – Disconnect and reconnect your email to refresh authentication.
4. Review Email Logs – Check if emails are being marked as "bounced" or "failed" in the system.
5. SPF, DKIM, & DMARC Setup – Ensure your domain has the necessary authentication records for email deliverability.

📌 Pro Tip: If emails are getting flagged as spam, add Shape’s email servers to your domain’s allow list.

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2️⃣ My Emails Are Getting Blocked or Marked as Spam

✅ Solution:

1. Check the Sender Email Address – Ensure emails are being sent from your verified domain.
2. Avoid Spam Triggers – Words like "FREE," "URGENT," or excessive capitalization can flag spam filters.
3. Verify Email Sending Limits – Some email providers have daily sending limits.
4. Test a Different Email Provider – If possible, try sending from another connected email.

📌 Pro Tip: Use Shape's built-in email templates to ensure your formatting and content follow best practices.

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3️⃣ My Incoming Emails Aren’t Showing in Shape

✅ Solution:

1. Check Your Email Forwarding Settings – Ensure emails are being forwarded to Shape properly.
2. Confirm Your Inbox Integration – Verify the connection to Shape via Settings > Integrations.
3. Manually Refresh Email Sync – Some delays occur due to external provider restrictions—try reconnecting.
4. Check Your Spam Folder – Sometimes emails are misclassified and don't appear in Shape.

📌 Pro Tip: If using a shared inbox, ensure all team members have access to the connected email.

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📞 Phone Connectivity Issues & Solutions

4️⃣ My Calls Aren’t Connecting in Shape Dialer

✅ Solution:

1. Check Your Internet Connection – Ensure you have a stable and fast connection.
2. Verify Your Microphone & Audio Settings – Allow Shape access to your mic in your browser settings.
3. Confirm Caller ID Setup – Ensure your number is correctly set up under Settings > Phone Settings.
4. Try Calling a Different Number – Test another contact to see if the issue is isolated.
5. Logout & Log Back In – Sometimes refreshing your session resolves connectivity problems.

📌 Pro Tip: Use a wired internet connection instead of Wi-Fi for better call stability.

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5️⃣ My Calls Are Dropping or Have Poor Audio Quality

✅ Solution:

1. Close Unnecessary Tabs & Apps – Free up bandwidth by closing other programs.
2. Switch to Another Network – If using public Wi-Fi, try a secure, high-speed network.
3. Restart Your Router & Device – A fresh connection may resolve call instability.
4. Check Call Logs in Shape – Look for error messages that may indicate connection problems.

📌 Pro Tip: If experiencing ongoing issues, check with Shape Support for server status updates.

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6️⃣ I Can’t Receive Incoming Calls in Shape

✅ Solution:

1. Ensure Call Forwarding is Disabled – Check if calls are being routed elsewhere.
2. Verify Your Phone Number Settings – Confirm your caller ID and assigned number are correct.
3. Check Do Not Disturb (DND) Settings – Ensure your account isn’t set to ignore calls.
4. Test Calling Your Number – From an external phone, try calling your Shape number.

📌 Pro Tip: If call routing issues persist, reset your phone settings in Shape.

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🛠️ Need Further Assistance?

If your email or phone issues persist after following these steps:
📩 Submit a Support Ticket via Shape’s Help Center.
📞 Contact Shape Support for immediate troubleshooting.