Skip to main content
Something not working the way you expected? You are in the right place. This page covers the most common issues Fanaura users encounter, with clear explanations of why they happen and step-by-step solutions to fix them.

​
Fans Not Appearing in Your Database

Symptom: You shared your smart link, people say they signed up, but you do not see new fans in the Fans page. Possible Causes and Solutions:
  1. Webhook configuration issue: The webhook that processes fan signups may not be receiving events.
    • Go to Settings > Logs and check for recent fan signup entries.
    • If there are no entries, the webhook is not firing.
    • Try visiting your own smart link and submitting test data. Check if the test entry appears.
  2. Smart link not published: Your asset may be in draft mode, meaning the smart link is not live.
    • Go to Assets and check that the asset is published (not in draft).
    • Verify the smart link URL is correct and accessible.
  3. Data wrapper issue: The data wrapper on your smart link might have an error preventing submissions.
    • Visit your smart link in an incognito browser window.
    • Try submitting the form yourself.
    • If it errors, check the asset configuration for missing required fields.
  4. Filter applied: You might have a filter active on the Fans page that is hiding new entries.
    • Clear all filters on the Fans page.
    • Search for the specific fan by email.

​
SMS Not Sending

Symptom: You sent an SMS blast or triggered an SMS flow action, but fans are not receiving texts. Possible Causes and Solutions:
  1. No phone number provisioned: You need an active Telnyx phone number.
    • Go to Integrations and check that a phone number is provisioned and active.
    • If no number exists, provision one (toll-free recommended).
  2. Fan not opted in for SMS: SMS requires explicit opt-in.
    • Check the fan’s profile for the sms_opt_in status.
    • If they have not opted in, you cannot send them SMS.
  3. Telnyx API key issue: Your API key may be invalid or expired.
    • Verify the TELNYX_API_KEY environment variable is set correctly.
    • Check Telnyx dashboard for any account issues.
  4. Toll-free number not verified: Unverified toll-free numbers may have messages filtered by carriers.
    • Complete the toll-free verification form if you have not already.
    • Check the Integrations page for verification status.
  5. Throughput limit (local numbers): If you are using a local A2P number, you are limited to 2 messages per minute.
    • For campaign sending, switch to a toll-free number (1,200 msg/min).
    • Check if messages are queued and slowly processing rather than truly failing.
  6. Phone number format: Numbers must be in E.164 format (+1XXXXXXXXXX).
    • Check that fan phone numbers include the country code.
    • Numbers without the +1 prefix may fail silently.

​
Email Bouncing

Symptom: Your email campaign has a high bounce rate, or specific fans are not receiving emails. Possible Causes and Solutions:
  1. Invalid fan email: The fan may have entered a typo in their email address.
    • Check the fan’s profile for obvious email errors (e.g., gmial.com instead of gmail.com).
    • There is no fix for truly invalid addresses — they will always bounce.
  2. From email domain not authenticated: Your sending domain may lack proper DNS records.
    • Ensure SPF, DKIM, and DMARC records are configured for your from email domain.
    • Contact your domain provider or web developer for help setting these up.
  3. Spam filtering: Your emails may be landing in spam folders.
    • Avoid spam trigger words in subject lines (“FREE”, “ACT NOW”, “URGENT”).
    • Keep your HTML clean and include a plain-text version.
    • Ensure the unsubscribe link is visible and functional.
  4. Sending reputation: If previous campaigns had high bounce rates, your sending reputation may be damaged.
    • Clean your email list by removing repeatedly bouncing addresses.
    • Send smaller campaigns to engaged fans first to rebuild reputation.

​
Presave Not Working

Symptom: Fans click the presave button but nothing happens, or the song does not appear in their library on release day. Possible Causes and Solutions:
  1. Release date mismatch: The release date in Fanaura does not match the actual release date on streaming platforms.
    • Verify the date in your asset matches your distributor’s release schedule exactly.
    • If the date changed, update the asset in Fanaura.
  2. Missing ISRC: Without an ISRC, Fanaura cannot find the song on release day.
    • Add the ISRC to your asset as soon as your distributor provides it.
    • Check that the ISRC is entered correctly (12 alphanumeric characters).
  3. Platform OAuth expired: The fan’s authorization may have been revoked.
    • If a fan revoked Fanaura’s access to their Spotify or Apple Music account, the presave will fail.
    • There is no fix for this — the fan would need to re-authorize.
  4. Presave button not appearing: The button only shows for unreleased content.
    • Confirm the release date is in the future.
    • If the song already released, presave buttons are replaced with streaming links.
  5. Song not found on platform: The ISRC lookup may fail if the song is not yet indexed.
    • Some platforms take a few hours after release to fully index songs.
    • Wait and check again. If persistent, add the streaming link manually.

​
Instagram DMs Not Sending

Symptom: Your Instagram DM flow is not sending messages to fans. Possible Causes and Solutions:
  1. Instagram not connected: The integration may have been disconnected.
    • Go to Integrations and verify Instagram shows as Connected.
    • If disconnected, reconnect via OAuth.
  2. 24-hour window expired: Instagram requires fan interaction within 24 hours.
    • Automated DMs can only be sent within 24 hours of the fan’s last interaction (DM, comment, story reply, or mention).
    • If the window has closed, you cannot send the DM. Redesign your flow to complete within 24 hours.
  3. Not a Professional account: Instagram DM API requires a Business or Creator account.
    • Check your Instagram account type. Switch to Professional if needed.
  4. Webhook not receiving events: Instagram may not be sending events to Fanaura.
    • Disconnect and reconnect the Instagram integration to refresh the webhook.
    • Check Activity Logs for any Instagram-related errors.
  5. Fan has message filtering: Some fans have message request filtering that routes DMs from non-followed accounts to a hidden folder.
    • Let fans know to check their “Message Requests” folder.

​
Flow Not Triggering

Symptom: Fans are taking the action that should trigger a flow, but nothing happens. Possible Causes and Solutions:
  1. Flow not toggled ON: Flows must be explicitly activated.
    • Open the flow in the Flow Builder.
    • Check the toggle in the top-right corner. It should be ON (active).
  2. Trigger mismatch: The trigger condition does not match what the fan is doing.
    • Review the trigger node configuration.
    • If it is a keyword trigger, verify the keyword matches exactly (or that fuzzy/AI matching is enabled).
    • If it is a presave trigger, verify the trigger is linked to the correct asset.
  3. Trigger conflict: Another flow has the same trigger, and the conflicting flow is processing the fan instead.
    • Check for trigger conflict warnings in the Flow Builder.
    • Resolve by deactivating duplicate flows or changing trigger conditions.
  4. Fan already enrolled: Some flows are configured to only enroll each fan once.
    • Check if the fan was previously enrolled in this flow.
    • If re-enrollment is needed, check the flow’s re-enrollment settings.
  5. Integration disconnected: If the trigger relies on an integration (Instagram, SMS), that integration must be active.
    • Go to Integrations and verify the relevant service is connected.

​
Shopify Products Missing

Symptom: You connected Shopify but some or all products do not appear in Fanaura. Possible Causes and Solutions:
  1. Products not published to Fanaura sales channel: Only products explicitly published to the Fanaura sales channel in Shopify appear in Fanaura.
    • In Shopify admin, go to Products > select the product > Sales channels > check Fanaura.
    • Repeat for each product you want in Fanaura.
  2. Products in draft status: Only active Shopify products sync.
    • In Shopify, verify the product is set to Active (not Draft or Archived).
  3. Sync not completed: The initial sync may still be processing.
    • For stores with many products, sync can take up to 10 minutes.
    • Check the Integrations page for a sync progress indicator.
  4. Sync error: Something went wrong during the sync.
    • Click the Re-sync button on the Integrations page.
    • If the issue persists, try disconnecting and reconnecting Shopify.
Symptom: Your song is out but the smart link still shows presave buttons instead of streaming links. Possible Causes and Solutions:
  1. Missing ISRC: Fanaura uses the ISRC to search for your song across platforms via the Odesli API.
    • Add your ISRC to the asset.
    • Trigger a refresh of the streaming links.
  2. Platforms still indexing: Some platforms take several hours after release to fully index a new song.
    • Wait 6-12 hours and check again.
    • Odesli may not have the links yet either.
  3. ISRC mismatch: The ISRC in Fanaura might not match the actual ISRC assigned by your distributor.
    • Double-check the ISRC with your distributor.
    • Correct it in Fanaura if it is wrong.
  4. Manual override needed: If automatic detection fails, add links manually.
    • Open the asset and go to Platform Links.
    • Paste the direct URL for each platform.

​
Heatmap Empty or Not Loading

Symptom: Your fan heatmap shows nothing, even though you have fans in your database. Possible Causes and Solutions:
  1. Fans lack location data: Heatmaps require geographic data (city, state, country) for each fan.
    • Check your smart link data wrappers — make sure location collection is enabled.
    • Fans who signed up without providing location will not appear on the heatmap.
  2. Geocoding not processed: Location data may need to be geocoded (converted to coordinates) before it can appear on the map.
    • This typically happens automatically. If delayed, check Activity Logs for geocoding errors.
  3. Browser compatibility: Map rendering requires WebGL support.
    • Try a different browser (Chrome, Firefox, Safari all support WebGL).
    • Ensure hardware acceleration is enabled in your browser settings.

​
Trial Expired

Symptom: You can log in but cannot create new content, send messages, or access some features. Solution:
  1. Go to Settings > Billing.
  2. Choose a subscription plan (Basic, Pro, or Complete).
  3. Complete the Stripe checkout.
  4. Your account is reactivated immediately with full access.
Your data from the trial is preserved. Nothing was deleted — you just need to subscribe to regain full functionality.

​
Team Member Cannot Access Features

Symptom: A team member reports they cannot see certain pages or perform certain actions. Possible Causes and Solutions:
  1. Role restrictions: Different roles have different access levels.
    • Check the team member’s assigned role in Settings > Team.
    • Compare their role to the permissions table in Team Management.
    • If they need more access, change their role.
  2. Invitation not accepted: The team member may not have completed their account setup.
    • Check their status in Settings > Team. If it says “Pending,” they have not accepted the invitation yet.
    • Resend the invitation if needed.
  3. Wrong workspace: If the team member works with multiple artists, they may be logged into the wrong workspace.
    • Ask them to check the workspace switcher in the top-left corner.

​
Still Stuck?

If none of the solutions above resolve your issue:
  1. Check Activity Logs: Settings > Logs often reveals what went wrong (failed sends, errors, missing events).
  2. Ask Aura: Use Fanaura’s AI assistant to describe your issue. Aura can guide you to the right solution.
  3. Contact Support: Reach out to the Fanaura team via email or in-app support.
  4. Premium Support: Pro and Complete plan users get faster response times.
Include the following when contacting support:
  • What you were trying to do
  • What happened instead
  • Any error messages you saw
  • Your artist name or account email
  • Screenshots if possible