Something looks broken. Let's narrow it down.

Symptom: I sent the mobile + email but never heard back

Check first: spam folder for a reply from stephen@thegrowthbully.com or kurt@thegrowthbully.com.

Fix: if no reply within 24 working hours, hit reply on the onboarding thread with "Did the contact details land?" and we'll confirm and move you on to Step 2 the same day.

Symptom: "You need to be Admin to do this"

Cause: your role on your own Business Manager is below Admin.

Fix: open Business Settings → People → your name → Permissions. If you're not Admin, someone who is needs to either promote you or grant us access themselves. Forward us their email and we'll write the request.

Symptom: "Partner ID not found" when pasting 570563043895208

Cause: typo, extra spaces, or pasting into the wrong field.

Fix: retype the ID by hand. The ID is fifteen digits, no letters: 570563043895208. Paste it into the Business ID field, not the Ad Account ID field.

Symptom: Partner request went through but TGB still doesn't have access

Check first: did you grant Ad Account permissions specifically, or just Page permissions?

Fix: we need Ads accounts (Manage), Pages (Create content + Moderate), and Pixel (Manage). If any of those three is missing, the launch is blocked. Edit the partner permissions and add the missing ones.

Symptom: "Number already in use" when adding the WhatsApp account

Cause: the number is registered somewhere else, usually on regular WhatsApp or on a different Business Manager.

Fix: do NOT factory-reset anything. Send us a screenshot of the error and we'll trace where the number is registered. Most cases unblock within an hour once we know.

Symptom: WhatsApp purchase done in HighLevel but no connection request arrived

Check first: force-close and reopen the WhatsApp Business app on your phone.

Fix: if still no request after 30 minutes, reply on the onboarding email with "WhatsApp request didn't arrive" and we'll re-trigger from our side.

Symptom: Connection request approved on the phone but CRM thread is empty

Cause: sometimes the first sync takes 30 to 60 minutes.

Fix: wait an hour, then send yourself a test message to your WhatsApp Business number from any other phone. If the test message shows in the CRM, you're good. If not, ping us with "WhatsApp sync not landing".

Symptom: Web partner added the records but Step 4 hasn't ticked green

Cause: 90% of the time it's a typo, usually a missing trailing dot or a misspelled DKIM selector.

Fix: ask your web partner for a screenshot of the records as they were added. Send it to us. We diff it against what we sent and spot the issue in seconds. We'll send corrected records to apply.

Symptom: Web partner has gone quiet

Fix: forward us their last reply (or non-reply). We escalate with a templated "Blocked on your DNS work" follow-up. If they stay silent more than 5 working days, we'll propose moving you to Cloudflare DNS, which we can manage with you directly.

Symptom: You said it'd be 48 hours and it's been longer

Cause: DNS propagation outliers, occasional registrar caching.

Fix: ping us with "DNS still not verified" and the timestamp of when records were added. We'll force a re-check on HighLevel's side and confirm propagation through external tools.

Symptom: Calendar connected but bookings aren't blocking my calendar

Check first: in HighLevel under Calendars → Settings, the integration shows a green Connected tick AND the correct sub-calendar is selected as the busy-time source.

Fix: if green-tick but bookings don't block, disconnect and reconnect the calendar. Google/Outlook OAuth tokens occasionally drift; reconnect refreshes them.

Symptom: Leads coming in but no SMS or email alert

Check first: open the lead in the CRM. Does the activity feed show "alert sent"?

Fix: if yes but you didn't receive, check spam + Gmail Promotions/Other tabs. If no, the alert routing got broken. Send us "alerts not firing" and we'll trace + repair within the hour.

Symptom: Dashboard numbers don't match what I'm seeing in the pipeline

Cause: dashboards refresh every 15 minutes, pipeline updates instantly. Brief lag is normal.

Fix: wait 15 minutes, refresh. If still off, reply with "dashboard mismatch" and a screenshot of both views. Usually a stage was renamed and the dashboard formula needs updating.

Symptom: Forgot password to the CRM

Fix: use the "Forgot password" link on the login page. Reset email lands within minutes. If it doesn't, check spam, then reply on the onboarding thread and we'll resend the welcome invite from our side.

Symptom: "Account not found" or "Access denied" when logging in

Cause: usually a typo in the email field, or you're using the wrong login URL.

Fix: double-check the login link from your welcome email. The URL is sub-account-specific and won't work from the generic app.gohighlevel.com entry page.

Symptom: I added a team member but they can't see anything

Cause: permission scope set too narrow on add.

Fix: open the user in Settings → My Staff, scroll to Permissions, and tick at minimum: Conversations, Opportunities, Calendars, Contacts. Save. They re-login and see the pipeline.