Lines
My new line has been "Setting up…" for hours
My new line has been "Setting up…" for hours
New lines are activated on a real iPhone and signed in to iMessage. Apple sometimes runs an account access review on a newly signed-in Apple ID, and that review can take up to a day. Nobody can speed it up, including Apple Support and EventCon. See Buy a line → Step 3.If the line is still setting up after more than 24 hours, email support@eventcon.ai.
I can't text leads first from my line
I can't text leads first from my line
Inbound lines have no outreach. Leads can text you, but you can’t text a lead first. To text leads first, buy a Two-Way line (or a Shared line for light outreach). See Buy a line.
Sending
My campaign isn't sending, or it's sending slowly
My campaign isn't sending, or it's sending slowly
Open Messages and pick the line:
- Waiting to send above 0 with a Next send time means messages are queued. They’ll go out as capacity frees up.
- A sending limit meter that’s full (for example Today, new contacts) means the line hit its rolling limit. Messages wait until older ones age out of the window.
- Nothing pending and nothing sent means check that the campaign launched and that the line can text first.
I can't reach more new people today
I can't reach more new people today
Each line can start a limited number of new conversations per rolling 24 hours: 15 on a Shared line and 50 on a Two-Way line. Extra messages wait in the queue and go out as capacity frees up. To reach more new people per day, upgrade from Shared to Two-Way, or add more Two-Way lines. See Pricing.
Messages show "Unknown contact"
Messages show "Unknown contact"
The number texted your line but isn’t in Contacts yet. Add them in Contacts so your team and agents see their name.
AI agents
My agent isn't replying
My agent isn't replying
Check these in order:
- The agent’s Status is ON in Agents.
- You have AI credits left. Check the Credits pill in the top bar. If you’re at zero, buy a pack or turn on auto-reload.
- The line is active, not Setting up….
My agent gives wrong or made-up answers
My agent gives wrong or made-up answers
Add the correct information to the agent’s talking points, and tell it to hand off to a human whenever it doesn’t know an answer. Review a few conversations afterwards to confirm the fix.
I'm using credits faster than expected
I'm using credits faster than expected
Check Activity Overview on the Dashboard. Long, looping conversations use more credits, so tighten the agent’s goal and tell it to send the link or book the call sooner. Then size a monthly add-on to match your real usage.
Billing
My payment failed
My payment failed
Click Update under Payment method in Billing and enter a valid card. Keep it current so your lines don’t lapse at renewal.
I need an invoice
I need an invoice
Go to Billing → Invoices and click PDF next to the invoice.
How do I cancel?
How do I cancel?
Each line is its own plan. Cancel the line from Lines, and any other lines keep running.