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Most issues that aren’t resolved by the troubleshooting guides become a support ticket. The single biggest factor in how fast that ticket gets resolved is the context you include. A ticket with a clear reproduction path, the right identifiers, and the visible error message gets triaged immediately; a ticket that just says “messages aren’t sending” sits in a queue while we ask the same follow-up questions back. This page is the checklist of what to capture before you hit Send on the support form.

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The five things every ticket should have

1. Your workspace URL

The full URL of your Galantis dashboard (https://app.galantis.com/<your-workspace> or similar). This identifies which account is affected.

2. The feature and exact action

“Campaigns → Send” or “Automations → New Order trigger” — not just “messaging.” The more specific, the faster we find it.

3. Steps to reproduce

The exact sequence of clicks that triggers the issue. If it’s intermittent, note how often it happens.

4. Error message verbatim

Copy-paste the exact text Galantis shows you. Screenshots are perfect for this — capture both the error and the screen state.

5. Timestamp

When did it happen? Include your timezone. We use this to locate the relevant operation on our side.

6. Expected vs actual

What did you expect to happen, and what happened instead? This often surfaces miscommunications faster than the error message.

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Where to find each piece of context

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Workspace URL

Your workspace URL is in your browser address bar when you’re logged into Galantis. The full URL — not just app.galantis.com — uniquely identifies your account.

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Feature and action

Be specific about the Galantis section and the specific action:
  • ✅ “Campaigns → ‘Summer Sale 2026’ campaign → Send button”
  • ✅ “Automations → ‘Abandoned Cart’ → New customer not being enrolled”
  • ✅ “Inbox → Reply not delivered to customer Maria Santos”
  • ❌ “Sending doesn’t work”
  • ❌ “Automation broken”

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Reproduction steps

Walk through the exact actions that reliably trigger the issue. Numbered steps work best:
  1. Open Campaigns
  2. Click “Summer Sale 2026”
  3. Click “Send”
  4. Confirmation dialog appears, click “Confirm”
  5. Error appears: “Send failed, please try again”
If the issue is intermittent (happens sometimes), note that explicitly: “This succeeded the first 4 times today, failed on attempts 5 and 6 about 2 minutes apart.”

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Error messages

Capture exactly what Galantis shows you:
  • Inline error banners — the red/yellow text at the top of a page
  • Toast notifications — the temporary pop-ups in the corner
  • Per-record errors — failure reasons shown next to a specific message, customer, or template
  • Browser console errors (only if support asks for these specifically — see Browser console errors)
A screenshot of the error in context is more valuable than a text description. Most browsers can take screenshots with Cmd+Shift+4 (Mac) or Win+Shift+S (Windows).

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Timestamps and timezone

Note when the issue happened, including your timezone:
  • “2026-05-12 14:23 (Europe/Brussels)”
  • “About 10 minutes ago, around 4:15 PM ET”
For repeated failures, the timing of the first occurrence matters — that’s when we look for the originating event.

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Expected vs actual

Two short lines, side by side:
Expected: Campaign sends to all 1,247 opted-in customers, status moves to “Sent.” Actual: Campaign moves to “Sending” but stops at 312 messages, status stuck on “Sending” for 20 minutes.
This format catches misunderstandings about how a feature is supposed to work — sometimes “broken” turns out to be “working as designed but unexpectedly.”

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Quick diagnostics you can run first

Before opening a ticket, three checks resolve a surprising share of issues:
1

Check the contact profile

Many message failures trace back to the customer record itself. Open Audience → Contacts → [Customer Name] and verify:
  • Consent status — is it Subscribed? Customers in other states are correctly blocked from marketing sends.
  • Phone number — is it in full international format (with + and country code)? Numbers without a country code can’t be delivered.
  • Recent message history — does the most recent send show a failure reason?
2

Check the template status

For campaign or automation issues: open Templates → [Template Name] and confirm the template status is Approved. Templates in Pending, Rejected, or Paused state cannot send. See Template Rejection if it’s Rejected.
3

Check the WhatsApp connection

Open Settings → WhatsApp Connection and confirm your WhatsApp Business Account shows as connected with a valid phone number. If you see “Reconnect” or an error state, that’s likely the root cause — see Connect WhatsApp.
4

Check your credit balance

Open Billing → Usage. If your Conversation credits are at or near zero, that explains any current send failures. Top up or upgrade your plan — see Billing overview.
If any of these checks identifies the issue, the troubleshooting guides cover the resolution. If everything looks fine and the issue persists, it’s time for a support ticket — with all the context above included.

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When support asks for browser console errors

For widget display issues or unusual UI behavior, support may ask you to capture browser console errors. These help us diagnose issues that happen client-side (in your browser) rather than server-side.
1

Open your live storefront in a browser

Visit your live store URL (e.g. https://your-store.com) — not the Shopify theme editor preview, which doesn’t run third-party scripts.
2

Open the browser developer tools

Press F12 (Windows/Linux), Cmd+Option+I (Mac), or right-click → Inspect.
3

Switch to the Console tab

The Console tab shows runtime messages and errors. Reload the page.
4

Capture any red error lines

Take a screenshot of the Console with the errors visible, or copy the error text. Include the URL of the page where the errors appeared.

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A complete ticket template

If you’d like a template to fill in before opening a ticket: 
Workspace: https://app.galantis.com/<your-workspace>
Feature: Campaigns → "Summer Sale 2026"
Action: Click Send
When: 2026-05-12 14:23 (Europe/Brussels)

Steps to reproduce:
1. Open Campaigns
2. Click "Summer Sale 2026"
3. Click "Send"
4. Confirm in the dialog
5. Error: "Send failed, please try again"

Expected: Campaign sends to all 1,247 opted-in customers.
Actual: Error appears, no messages are dispatched.

Already checked:
- Customer consent statuses look correct
- Template "summer-sale-promo" shows Approved
- WhatsApp connection is healthy
- Credit balance: 5,200 (sufficient for the send)

Screenshot attached.
A ticket like this gets resolved fastest. The more of the five context items you include, the less back-and-forth between you and support.