Troubleshooting & Support

Fix common failures and know what to send to Support.

Use this flow when simulations fail, stall, or behave unexpectedly.

1) Identify what failed

Check the campaign dashboard and drill into:

• Simulation group (schedule + distribution issues)

• Individual simulation (record-specific issues)

If video recording is enabled, open the video and screenshots first.

2) Read the failure reason

Most failures fall into a few buckets:

• Validation blocks submission (required fields, patterns, masks)

• UI blockers (cookie banners, modals, chat widgets)

• Dynamic values (select options changed, hidden fields)

• Redirect / thank-you changed (success keyword no longer matches)

• Page access (rate limits, bot checks, login required)

3) Fix, then re-test

If you need configuration changes

1. Pause the campaign.

2. Update mapping or automation steps.

3. Run a test simulation.

4. Resume and retry volume.

Pausing first matters. Some configuration is locked while active.

If only a few records are bad

Fix the records (CSV) and re-upload them in a new simulation group. This is usually faster than retrying everything.

4) What to send to Support

Include these so Support can reproduce quickly:

• Campaign URL and campaign name

• Simulation group name

• Affected simulation IDs or record primary keys (if set)

• Approximate timestamp and timezone

• Video + screenshot links (or downloaded artifacts)

• The failure reason text

Common quick wins

• Add an automation step to close popups.

• Update the success keyword to match the current thank-you page.

• Re-download the CSV template after adding fields.

• Confirm option values match allowed select values.

Next:

• How to check simulation status?

• How to retry failed simulations?