--- title: FAQ / Troubleshooting subtitle: Common questions and troubleshooting steps for OrcaPulse slug: documentation/faq-troubleshooting --- # FAQ / Troubleshooting Common questions and troubleshooting steps for authentication, credits, workflows, integrations, two-factor authentication, and support tickets. ## Common topics This page covers the most frequently asked questions and common issues that teams encounter when using OrcaPulse. ## Authentication issues ### My session expired unexpectedly JWT tokens expire after seven days. When a token expires, the platform returns a 401 Unauthorized response. Log in again to receive a new token. ### I get "Not authorized, please login" This error means the Authorization header is missing or does not contain a valid Bearer token. Check that your request includes the header in the format Authorization: Bearer . ### OAuth sign-in is not linking to my existing account Each OAuth provider stores a provider-specific ID on the user record. If you originally registered with email/password and later try to sign in with an OAuth provider, the system may create a separate account if the email does not match. Contact support if you need accounts merged. ### How do I reset my password? Use the password reset flow, which sends a six-digit OTP to your registered email. The OTP is valid for ten minutes with up to five verification attempts. Wait at least one minute between OTP requests. ## Credit and billing issues ### I see "Insufficient credits" (402 error) Your credit balance is below the required amount for the operation. Purchase more credits or enable auto-recharge. ### Auto-recharge is not working Auto-recharge requires a saved payment method, the feature enabled in settings, and a configured threshold (minimum five credits) and recharge amount (minimum twenty dollars). Check that your saved card is valid. ### I was charged but credits were not added Credit addition depends on the Stripe webhook confirming the payment. If the webhook is delayed, credits may not appear immediately. Check your transaction history for a pending status. ### Why are credits deducted after the operation? OrcaPulse deducts credits after successful completion to ensure you are never charged for a failed operation. ## Workflow execution issues ### My workflow is not executing Check the workflow status. Only Active workflows execute. Also verify scheduling settings (timezone, day/night mode) allow execution at the current time. ### Leads are stuck in executing status Check the system health endpoint for database issues. Wait steps in workflows cause leads to appear paused until the configured delay completes. ### Duplicate leads are being created Check whether leads are being imported from multiple sources simultaneously. Review your import sources and CRM sync settings. ## Channel and integration issues ### WhatsApp templates are stuck in pending approval WhatsApp templates must be approved by WhatsApp through the Twilio Content API, which can take up to 24 hours. Marketing templates typically take longer than Utility templates. ### CRM sync is not updating records Verify that your CRM integration credentials are valid and the integration is marked as active. ### Webhook deliveries are failing Check that your webhook URL is accessible from the public internet and responds within the timeout window. ### Instagram or TikTok messages are not being received Social channel integrations depend on active OAuth connections and valid access tokens. Re-authenticate the channel connection if tokens have expired. ## Two-factor authentication ### I lost access to my authenticator app Contact support to have 2FA disabled on your account. The platform does not currently provide backup recovery codes. ### My 2FA codes are being rejected Make sure your device clock is set to automatic time. The system allows a one-window tolerance for clock skew. ### 2FA setup QR code expired The temporary 2FA secret expires after ten minutes. Start the setup process again to generate a new QR code. ## Support tickets OrcaPulse includes a built-in support ticket system. Tickets are categorized by type and priority. - Categories: Technical Issue, Billing Question, Feature Request, Account Help, Integration Problem, General Inquiry, and Other. - Priorities: Low, Medium, and High. - One open ticket per user at a time. Close the current ticket before opening a new one. - Comments can be added by both users and support staff on open tickets. ## Error codes reference - 400 Bad Request: missing required fields, invalid email format, invalid ID format, duplicate entries. - 401 Unauthorized: missing or expired JWT token, invalid credentials. - 402 Payment Required: insufficient credits for the requested operation. - 403 Forbidden: non-admin user attempting to access admin-only routes. - 404 Not Found: user, workflow, template, or lead record does not exist. - 429 Too Many Requests: OTP rate limiting, wait one minute between code requests. - 500 Internal Server Error: unexpected server error, logged to ErrorLog collection. ## Next steps If your issue is not covered here, open a support ticket from within the platform or visit the Contact / Support page for additional ways to reach the team.