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Troubleshooting

Can't find your answer here? Raise a ticket via the portal support system and our team will respond within one business day.

Portal access​

I can't log in​

  1. Make sure you're using the email address your account manager registered
  2. Try the Email code method first — it sends a one-time code to your inbox
  3. If using password mode, click Forgot password? on the login screen — a reset link will arrive within 2 minutes
  4. Check your spam/junk folder if the email or code doesn't arrive
  5. If your company's network blocks external sites, try from a personal device or mobile data to rule out a firewall issue

See Logging in for step-by-step instructions.

If you're still locked out, raise a support ticket and include the email address you're trying to log in with.

I'm logged in but see a blank dashboard​

This usually means your account hasn't been assigned to any campaigns yet. Contact your account manager to confirm your user setup. If you were recently added to a new location, it may take up to 10 minutes to appear.

A team member can't access a specific campaign or location​

Check their role in Settings → Team. Location-level users only see the locations they've been assigned to. Update their permissions or raise a support ticket if you don't have admin access.

Data uploads​

My file uploaded but no customers appeared in the campaign​

Check the Upload History tab for the file. If the Valid count is 0:

  1. Download the error report next to the file
  2. Check your columns match the required format
  3. The most common cause is the email column being named differently (e.g. Email Address instead of email) — check our column name flexibility section

If the file isn't appearing in Upload History at all, it may not have been received. Check your SFTP client logs or try uploading via the portal directly.

SFTP upload fails with "Permission denied"​

Make sure you're using the same private key file CarBuddy sent when your SFTP account was provisioned. If the key has been lost, rotated, or your team prefers to use a self-generated key pair instead, contact your account manager and ask them to issue or register the correct key before retrying.

SFTP connection refused on port 30022​

Your network or firewall is blocking outbound connections to sftp.carbuddy.uk:30022. Ask your IT team to allow outbound TCP on port 30022 to sftp.carbuddy.uk.

Some rows show as "Invalid" in Upload History​

Download the error report to see which rows were skipped and why. Common causes:

ErrorFix
Missing emailAdd or correct the email column
Malformed emailCheck for typos (e.g. name@domain with no TLD)
Missing first nameAdd the first_name column
Duplicate emailThe customer is already enrolled — duplicate rows are skipped

Campaign performance​

Our reply rate seems low​

A reply rate below 2% may indicate one of:

  • List quality — very old or cold records respond less. Try uploading fresher data (customers from the last 3–6 months).
  • Send timing — we may be contacting customers at the wrong time of day. Raise a ticket to review your send window.
  • Subject lines — our team can A/B test variations. Raise a support ticket.

Customers aren't receiving emails​

  1. Check the recipient's record in the portal — confirm outreach was actually sent (look at the Touchpoints column)
  2. If sent, ask the customer to check their spam folder and whitelist your sending domain
  3. If not sent, check the campaign is active and the customer's status is "Active" (not suppressed or completed)

If you're seeing widespread delivery issues, raise a support ticket — our team will check the SendGrid delivery logs.

The AI gave a wrong or strange response​

The AI occasionally misreads context, particularly with very short or ambiguous replies. If you see a response that's clearly wrong:

  1. Open the conversation in the portal
  2. Click Override classification to correct the outcome
  3. Raise a support ticket with the conversation link so our team can review and improve the model

Webchat​

The chat widget isn't appearing on our website​

  1. Check the snippet is in the <head> of the page, not the <body>
  2. Check for JavaScript errors in your browser console (press F12 → Console tab)
  3. Check the snippet hasn't been accidentally removed in a recent website update
  4. Try in a private/incognito browser window to rule out caching

If it was working before and has stopped, a website update may have removed or broken the snippet. Check with your web developer.

The AI gave wrong information about our stock​

Our inventory feed updates regularly but there can be a lag. If a vehicle is consistently wrong:

  1. Check the vehicle in your DMS to confirm its availability
  2. Raise a support ticket with the vehicle registration — our team can force a refresh of your inventory data

Chat leads aren't arriving by email​

  1. Check Settings → Notifications in the portal — confirm your email address is listed for Webchat alerts
  2. Check your spam folder
  3. Raise a support ticket if notifications were previously working and have stopped

Still stuck?​

Open a support ticket via the portal support system. Include:

  • What you were trying to do
  • What happened instead
  • Any error messages you saw
  • Screenshots if helpful

Our team responds within one business day, typically faster.