Troubleshooting

WhatsApp messages not arriving

• Verify webhook URL and verify token match between Meta and Pitstop (Settings → Agents → WhatsApp)
• Confirm webhook is subscribed to messages events in Meta Developer Console
• Check access token hasn't expired. Regenerate if needed if needed
• Ensure phone number status is "Connected" in Meta console
• Confirm the customer is messaging your registered business number, not a personal WhatsApp

AI not replying

• Confirm LLM API key is valid in Settings → Agents
• Check provider status page for outages
• Review agent logs in Agent Playground for error messages
• Ensure agent is enabled and assigned to the WhatsApp channel
• Verify you haven't exceeded rate limits on your LLM provider account

AI gives wrong answers about my business

• Add or update Q&A pairs in Agent → Q&A Pairs: vague answers usually mean missing knowledge base content
• Check agent instructions in Settings → Agents for conflicting rules
• Test the same question in Agent Playground before blaming live WhatsApp
• Ensure service names and prices in Configuration → Services match what you want quoted

Wrong availability shown

• Verify business hours for the correct branch (Settings → Branches)
• Check staff is assigned to the service and not on holiday or time off
• Confirm timezone on branch matches physical location
• Look for overlapping bookings or resource conflicts
• Ensure service duration includes any buffer time you need between appointments

Booking not created

• Customer may have abandoned mid-flow. Check Agent → Chats for last message
• Service or staff may be misconfigured (zero duration, no staff assigned)
• Monthly booking limit may be reached. Check Settings → Subscription usage
• Class/session may be at capacity. Check session details on the calendar details on the calendar

Reminders not sending

• Enable reminders in Core → Reminders or Settings → Reminders
• Booking must have a valid customer WhatsApp number
• Reminder window must be far enough ahead of appointment time
• WhatsApp channel must be connected. Reminders use the same Meta integration

Payments or invoices look wrong

• Check whether payment was recorded against the booking vs. a standalone invoice
• Partial payments show as outstanding until fully settled
• Verify correct branch is selected. Pricing can differ per location
• For retail orders, confirm product price and tax settings under Configuration → Products

Import failed or customers duplicated

• Review the import results panel in Settings → Import for row-level errors
• Ensure phone numbers use a consistent format (include country code)
• Map columns correctly, email and phone are used for duplicate detection
• Fix failed rows in your spreadsheet and re-import only the failed records

Hit plan limits

• View current usage in Settings → Subscription
• Upgrade plan for higher monthly caps on bookings, orders, enrollments, or Q&A pairs
• Limits reset at the start of each billing month

Team member can't access a page

• Check their role and permissions in Settings → Team
• Some features (accounting, settings) are admin-only
• Employee portal access requires Growth+ and a linked staff profile

Employee portal issues

• Staff must be linked to a team account under Configuration → Staff
• Employee portal is available on Growth plan and above
• Staff log in with their invited email, not the main business admin account