> ## Documentation Index
> Fetch the complete documentation index at: https://docs.lightwork.co/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Solutions for common issues with channels, messages, and account access.

## Email issues

<AccordionGroup>
  <Accordion title="Messages are not appearing in LightWork">
    **Check the following:**

    1. Confirm the email address is connected in **Settings > Channels**. Look for a green status indicator.
    2. Check that the email was sent to the correct address (the one connected to LightWork, not a different inbox).
    3. If using auto-forwarding, verify the forwarding rule is active in your email provider.
    4. Check your email provider for any security blocks or OAuth permission issues.
    5. Try disconnecting and reconnecting the email channel in Settings.

    If the issue persists, contact [support@lightwork.co](mailto:support@lightwork.co) with your connected email address.
  </Accordion>

  <Accordion title="Emails are going to spam">
    If residents report that Felicity's emails are going to spam:

    * This is typically managed by the recipient's email provider and is outside LightWork's control.
    * Ask residents to mark emails from your connected address as "not spam" and add the address to their contacts.
    * Contact [support@lightwork.co](mailto:support@lightwork.co) if you suspect a deliverability issue on LightWork's side.
  </Accordion>

  <Accordion title="OAuth connection expired">
    Email connections use OAuth (Google or Microsoft) which may expire if permissions are revoked or the connected account password changes.

    1. Go to **Settings > Channels**.
    2. Disconnect the affected email address.
    3. Reconnect it by signing in again and reauthorising access.
  </Accordion>
</AccordionGroup>

***

## WhatsApp issues

<AccordionGroup>
  <Accordion title="WhatsApp messages are not arriving">
    **Check the following:**

    1. Verify the Twilio webhook URL is correctly set to the LightWork inbound URL. Go to Twilio > Messaging > WhatsApp Senders and check the webhook configuration.
    2. Confirm your Twilio account is active and has sufficient balance.
    3. Check that the WhatsApp number is still registered in Twilio (it may have been removed or suspended).
    4. Try sending a test message from a different phone to rule out sender-side issues.

    If the issue persists, contact [support@lightwork.co](mailto:support@lightwork.co) with your Twilio Account SID.
  </Accordion>

  <Accordion title="WhatsApp verification failed">
    During setup, if the voice call verification does not work:

    1. Ensure the landline can receive inbound calls (check IVR is bypassed).
    2. Have someone ready to answer and note the 6-digit code.
    3. Try the verification again - you may need to wait a few minutes between attempts.
    4. If the number was previously on WhatsApp Business App, confirm you have fully deleted the account and removed the number from all devices.

    See the full setup guide at [Channels > WhatsApp setup](/platform/channels#whatsapp-setup).
  </Accordion>

  <Accordion title="Meta Business verification required">
    Some organisations are asked to complete Meta Business verification during WhatsApp setup. This is a Meta requirement, not a LightWork one. Follow the on-screen steps in Twilio/Meta, or contact your LightWork onboarding lead for guidance.
  </Accordion>

  <Accordion title="Outbound WhatsApp messages are failing">
    Outbound (Felicity-initiated) WhatsApp messages require approved message templates in Twilio. If outbound messages are failing:

    1. Check your Twilio dashboard for template approval status.
    2. Ensure templates are not rejected or pending.
    3. Contact [support@lightwork.co](mailto:support@lightwork.co) if you need help with template setup.
  </Accordion>
</AccordionGroup>

***

## Account access

<AccordionGroup>
  <Accordion title="I cannot log in">
    1. Check you are using the correct email address.
    2. Try resetting your password from the login page.
    3. If you have 2FA enabled, ensure you have access to your authenticator app.
    4. Contact [support@lightwork.co](mailto:support@lightwork.co) if you are still locked out.
  </Accordion>

  <Accordion title="A team member did not receive their invitation">
    1. Ask them to check their spam/junk folder.
    2. Go to **Settings > Team** and resend the invitation.
    3. Verify the email address is correct.
  </Accordion>

  <Accordion title="I cannot access a feature">
    Your access is controlled by your role and permissions. Ask your Admin to check your permissions in **Settings > Team**. See [Team and permissions](/platform/team-permissions).
  </Accordion>
</AccordionGroup>

***

## Felicity behaviour

<AccordionGroup>
  <Accordion title="Felicity is giving incorrect answers">
    Review the relevant knowledge base article. Common causes:

    * The article contains outdated information.
    * Two articles give contradictory answers on the same topic.
    * The article is too vague for Felicity to extract a clear answer.

    Update the article and Felicity will use the corrected information immediately.
  </Accordion>

  <Accordion title="Felicity is escalating too many conversations">
    This usually means your knowledge base needs more coverage. Check the [AI Suggestions](/platform/knowledge-base#ai-suggestions) queue for questions Felicity could not answer, and add articles for the most common ones.
  </Accordion>

  <Accordion title="Felicity is not responding to messages">
    1. Check the channel is connected and active in **Settings > Channels**.
    2. Check the inbox - the conversation may be there but in a different status than expected.
    3. If the message was from an unknown sender (not linked to a tenant or property), Felicity may need identity verification before responding.
    4. Contact [support@lightwork.co](mailto:support@lightwork.co) if messages are arriving but Felicity is not processing them.
  </Accordion>
</AccordionGroup>

***

## Still stuck?

If your issue is not covered here, contact [support@lightwork.co](mailto:support@lightwork.co) with:

* A description of the issue.
* Screenshots or message examples if applicable.
* The email address or phone number involved.

See [Contact](/support/contact) for full support options and response times.