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Documentation Index

Fetch the complete documentation index at: https://help.fanaura.com/llms.txt

Use this file to discover all available pages before exploring further.

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.
Use your browser’s search (Cmd + F / Ctrl + F) to jump to your specific issue quickly, or browse the accordion sections below.

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Common Issues

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.
  2. Smart link not published: Your asset may be in draft mode.
    • 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.
    • 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.
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 provisioned phone number.
    • Go to Integrations and confirm a local 10DLC number is active and carrier assignment succeeded.
  2. Fan not opted in for SMS: SMS requires explicit opt-in.
    • Check the fan’s profile for the SMS opt-in status status.
  3. SMS API key issue: Your API key may be invalid or expired.
    • Verify the TELNYX_API_KEY environment variable is set correctly.
  4. Legacy toll-free not verified: If you still have a toll-free sender, carriers may block until TFV is approved — prefer Switch to Local Number on Integrations.
  5. Throughput: Large blasts send in batches per minute per your number’s configured rate. If delivery is slower than you need, contact support about raising the allowed rate within carrier 10DLC limits.
  6. Phone number format: Numbers must be in E.164 format (+1XXXXXXXXXX).
    • Check that fan phone numbers include the country code.
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 (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.
  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 reputation may be damaged.
    • Clean your email list by removing repeatedly bouncing addresses.
    • Send smaller campaigns to engaged fans first to rebuild reputation.
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.
    • Verify the date in your asset matches your distributor’s release schedule exactly.
  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.
  3. Platform OAuth expired: The fan’s authorization may have been revoked.
    • If a fan revoked access, the presave will fail. They 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.
  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.
Symptom: Your Instagram DM flow is not sending messages to fans.Possible Causes and Solutions:
  1. Instagram not connected: Go to Integrations and verify Instagram shows as Connected.
  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.
    • Redesign your flow to complete within 24 hours.
  3. Not a Professional account: Instagram DM API requires a Business or Creator account.
  4. Webhook not receiving events: Disconnect and reconnect the Instagram integration to refresh the webhook.
  5. Fan has message filtering: Some fans have message request filtering that routes DMs to a hidden folder.
    • Let fans know to check their “Message Requests” folder.
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 and check the toggle in the top-right corner.
  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).
  3. Trigger conflict: Another flow has the same trigger.
    • Check for trigger conflict warnings in the Flow Builder.
  4. Fan already enrolled: Some flows are configured to only enroll each fan once.
    • Check the flow’s re-enrollment settings.
  5. Integration disconnected: If the trigger relies on an integration, that integration must be active.
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: Products > select product > Sales channels > check Fanaura.
  2. Products in draft status: Only active Shopify products sync.
    • Verify the product is set to Active (not Draft or Archived).
  3. Sync not completed: For stores with many products, sync can take up to 10 minutes.
  4. Sync error: Click the Re-sync button on the Integrations page. If the issue persists, try disconnecting and reconnecting Shopify.
Symptom: Your fan heatmap shows nothing, even though you have fans.Possible Causes and Solutions:
  1. Fans lack location data: Heatmaps require geographic data for each fan.
    • Check your smart link data wrappers — make sure location collection is enabled.
  2. Geocoding not processed: Location data may need to be geocoded. This typically happens automatically.
  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.
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.
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.
  2. Invitation not accepted: Their status may say “Pending” in Settings > Team.
    • Resend the invitation if needed.
  3. Wrong workspace: If they work with multiple artists, they may be logged into the wrong workspace.
    • Ask them to check the workspace switcher in the top-left corner.

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Still Stuck?

If none of the solutions above resolve your issue:

Check Activity Logs

Settings > Logs often reveals what went wrong (failed sends, errors, missing events).

Ask Aura

Use Fanaura’s AI assistant to describe your issue. Aura can guide you to the right solution.

Contact Support

Reach out to the Fanaura team via email or in-app support.

Premium Support

Pro and Complete plan users get faster response times.
When contacting support, include: what you were trying to do, what happened instead, any error messages you saw, your artist name or account email, and screenshots if possible.