Before you start
- Record the time of occurrence, application version, usage entrance and original text of the prompt.
Where to find it
First find the phenomenon you encounter below, and then jump to the corresponding function tutorial.
Registration cannot continue #
- Confirm that the form title is "Register".
- Check whether the mobile phone number, password and confirmation password are completed; the invitation code is marked optional.
- Check the page prompts to check whether the two passwords are consistent and whether a registered prompt appears.
- If the page requires verification, follow the prompts to complete it; retain the original text of the error to avoid repeated submissions.
return Registration tutorial.
Having trouble downloading or installing #
No response after clicking: First check the browser download list to confirm whether the download has started to avoid repeatedly downloading multiple installation packages.
Not sure which Mac to choose: Open "About This Mac" and choose based on Apple chip or Intel processor.
Security interception or file corruption prompt: Record the original text, check the version from the official download portal, and contact SocialEpoch to verify the installation package; do not turn off system security protection.
return Download and install.
Client startup or login exception #
Incorrect account and password: Make sure you enter the SocialEpoch account information, and check the capitalization and extra spaces.
"Client subroutine exception" occurs: This is a prompt during the startup phase and is not equivalent to an incorrect password. Record the complete error, computer system and client version; you can restart it once as prompted by the client, and report it to SocialEpoch if it still occurs.
If you are prompted to check a certain subprogram, please feedback the original text together and do not delete the program files yourself.
The QR code is invalid or cannot be connected #
- Confirm that you are using "Related Devices" in WhatsApp on your phone.
- Confirm that the computer is currently displaying the QR code to be associated this time.
- If the QR code prompt fails, press the refresh or retry entry provided on the current page to obtain it again.
- Check whether WhatsApp is available on the phone, whether the computer network is open, and the status in the list of devices associated with the phone.
When the QR code cannot be generated or a quota or permission prompt appears, you should first check the SocialEpoch account rights. Return Connection Guide.
Messages cannot be sent or received #
| Phenomenon | What to check first |
|---|---|
| Waiting to be sent | Computer network, account connection status, and whether the correct account is selected. |
| The other party did not receive it | Check whether the contact person is correct and whether the other party's network is available; do not judge that the other party has received it based on a single check mark. |
| Can't see the other party's reply | Whether they are in the same account and conversation; ask the other party to send a new text message and then confirm the account connection. |
| No blue tick | It may be affected by the read receipt setting, which does not directly mean that the sending and receiving failed. |
return First time messaging.
If the problem still cannot be solved, provide this information #
- Computer system and client version.
- Which step does it get stuck on, and when does it happen.
- Complete error message and checks you have tried.
- Take necessary screenshots of the interface, first cover the mobile phone number, contacts and chat content.
Do not submit passwords, verification codes or login QR codes. Once you have this information ready, you can SocialEpoch official contact portal Ask for assistance.
Can log in but cannot use it, or the number is hidden #
First check the product access, role permissions and account slot quota. When the customer number is hidden, check whether the "Customer Service Desensitization" role is used. Only after the administrator confirms the permissions can they continue to judge whether it is a functional failure.
Automatic translation not working #
- Check customer language and my language settings.
- Check the corresponding switches for individuals/groups and chat boxes/input boxes.
- Check if "Do not use translation configuration" is enabled for the current session.
- Check the translation balance and engine connection status.
Auto-reply or AI not replying #
Keyword automatic reply: After the administrator establishes the rule, team members still need to select/enable it in settings. Then check public or personal scope, full or half match, and number of replies.
AI assistant: First look at the hosting switch, manual transfer reminder, data source, quota and robot validity period. After processing the reminder, if you want to continue automatic service, select "Continue hosting" or "All hosting".
The scheduled task was not executed #
Distinguish between computer client tasks, mobile Wachat tasks and administrator admin console configuration. Check whether the corresponding execution terminal is running, whether the account is online, the planned time and time zone, task objects and rule status. Don’t just look at “Saved” and assume it’s been sent.
calendar tasks · client bulk messaging · Wachat bulk messaging
According to pages 16, 33, 38, 45, 46, 47, 53, 54, 55 of the "2026-SalesEpoch Operation Manual".
Menus and features may vary by client version or account access. Follow the current interface and verify critical workflows with a test account first.
Related information: WhatsApp: Unable to send or receive messages ↗