Frequently Asked Questions

Login and account

I forgot my password

There is no password reset by email in Chatmatic. Ask your admin to set a new password for you, and after logging in, set your own password from your Profile page. Detailed steps: Forgot Password.

The verification code doesn’t arrive

The two-step verification code is sent to your email or phone. Wait a few minutes. If it still doesn’t arrive, ask your admin to reset the verification.

My session closes by itself

If you do nothing for a while, the session closes for security. The admin can change the duration under Data & Security → Session Policy.

Menu and permissions

I can’t see a menu

There are three possible reasons:

1. You don’t have permission. Ask your admin.
2. The feature is turned off in your plan.
3. The feature hasn’t been enabled on your account yet.

See Roles and Permissions.

I see “Error #C10” or “#L01”

These codes mean you have reached your plan limit or have entered a feature that isn’t in your plan. Tell your admin.

What happens when the license expires?

The menu shrinks to only the Plan and Billing link. After payment is made, everything returns to normal. Your data is not deleted.

It says “Member” instead of “Customer”

For non-profit organizations, there is an option under Account Settings → Organization. If it is on, “Customer” wording is shown as “Member.” There is no other difference.

Customer data

I deleted a customer by mistake

Deleted records don’t disappear immediately. In the customer list, press Show deleted and restore the record with Restore (admin permission may be required). See Customers.

How do I upload my Excel list?

First check the instructions on the Directory page. Download the sample file and fill in your own data in that format.

I can’t see phone numbers, they appear with asterisks

You don’t have permission to view phone numbers. This is an intentional data protection setting. Ask your admin for permission.

How do I add a foreign number?

In the CRM, there is a country selector with flags on the left of the phone box. Select the country first, then type the number. In the contact form in Chatmatic, type the number with + and the country code, such as +49 151 .... See Entering Phone Numbers.

The same person is saved twice

The system warns you when you add the same phone number a second time. If there are duplicates among existing records, edit one and delete the other.

Messaging

Why can’t I send a message to a customer?

On WhatsApp, if the customer hasn’t written to you in the last 24 hours, you can only send an approved template. See WhatsApp Templates.

It doesn’t send from Instagram or Messenger

On these channels as well, the customer’s last message must be within 24 hours.

Why wasn’t my template approved?

Meta (the owner of WhatsApp) reviews templates itself. If it is rejected, the reason appears on the template page. It is usually due to too much sales language, an incorrect variable, or prohibited content.

Reports

The report comes up empty

There may be no data in the selected date range. Widen the range (for example 1 Month). Also, if you don’t have permission for that report, the content may not appear.

The numbers differ from the previous day

Some summary cards come from a short-term cache (memory). They refresh after a few minutes.

Support

How do I reach the support team?

Open a request from Support in the left menu. See Support Requests.

What should I write when opening a request?

• What were you trying to do?
• What happened? (Error message, error code)
• Add a screenshot if possible.