# Troubleshooting & FAQ

> Answers to the questions we get asked most often.

_Source: https://hexafloww.com/docs/reference/troubleshooting-faq_

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## Connections

**A connected account shows a warning or "Connection lost".**
Open its connect page and use **Refresh Connection** / **Reconnect**. If that doesn't help, disconnect and reconnect — history is preserved. See [Fixing a broken connection](https://hexafloww.com/docs/connect-accounts/fixing-a-connection.md).

**My Instagram account won't connect.**
It must be a Professional account linked to the Facebook Page you're connecting. See [Connect Facebook & Instagram](https://hexafloww.com/docs/connect-accounts/facebook-instagram.md).

**"Already connected to a different project".**
The account is live in another project. Confirm the move with the one-time email code to bring it here.

## WhatsApp

**My campaign sent to fewer people than my segment.**
Consent, suppression, frequency caps, and duplicate numbers all filter the list. The wizard's skip breakdown shows exactly why. See [Audience, consent & frequency limits](https://hexafloww.com/docs/whatsapp/whatsapp-audience-consent.md).

**A template was rejected.**
Meta's reason is on the template and in the notification. Edit and resubmit. Vague content and wrong category are the common causes.

**Sending stopped a day after manual setup.**
You used the temporary 24-hour token. Reconnect with a permanent System User token.

## Email

**Emails go to spam.**
Verify your domain (SPF / DKIM) with your provider, warm up new senders slowly, keep your list clean, and always include an unsubscribe link.

**Open rate looks wrong.**
Inbox privacy features pre-load images, inflating opens. Trust trends and click rate more than absolute open numbers.

## AI

**AI replies / suggestions stopped working.**
Check your AI credit balance, and look for a warning banner on the AI settings page (often a bad or missing provider key).

## Contacts

**Imported contacts are duplicated.**
Email imports update existing contacts, but data from different channels can still duplicate. Run [Find & merge duplicates](https://hexafloww.com/docs/contacts/duplicates.md).

## Still stuck?

Note the exact message, the page you were on, and what you'd already tried, then contact support.