Troubleshooting & Support

This section provides guidance for resolving common issues related to email delivery, SMS messaging, imports, responses, access permissions, and alerts. Many questions can be answered quickly using the information below. If you still need help, our support team is always happy to assist.

Email Delivery Issues

Surveys Not Arriving in Recipient Inboxes

Check Recipient Status

Open the Survey Send Detail page and review the per-recipient status column.

Common statuses include:

sent
The message was dispatched to the delivery provider.

delivered
The recipient's mail server accepted the message.

bounced
The message could not be delivered. This may occur because the email address failed validation or the receiving mail server rejected the message.

complained
The recipient marked the message as spam.

If a contact shows bounced, their email address may be invalid or blocked by their mail server.

Verify Domain Authentication

AwareCX sends emails from:

feedback@feedback.awarecx.com

SPF and DKIM are configured for this domain.

If recipients report emails arriving in spam folders, ask them to:

• Add the address to their contacts

• Allowlist the sender domain

Review Suppression

A contact may be suppressed due to the cooldown window, which defaults to 30 days.

If a contact was recently surveyed, they will not receive another survey until the cooldown period expires.

You can verify a contact's most recent survey date on the Contact Detail page.

Send a Test Email First

Before launching a live campaign, use the Send Test Email button on the Survey Detail page.

This allows you to confirm delivery and rendering in your own inbox.

SMS Delivery Issues

Survey SMS Not Received

Phone Number Format

AwareCX normalizes all phone numbers to E.164 format.

Example:

+15551234567

Verify that the contact's phone number includes a country code and is correctly formatted.

Quiet Hours

SMS messages are delivered only between:

8:00 AM and 8:00 PM

The time window is based on the recipient's area code. If the system cannot determine a time zone, Central Time is used as the default.

If you trigger a send outside of this window, the message will be held until the next allowed delivery period.

Opt-Outs

If a recipient previously replied STOP, they are permanently excluded from future SMS sends.

This cannot be overridden within the platform.

Import Problems

CSV or XLSX Import Failing or Skipping Rows

Required Columns

Every row must include at least an email address.

Rows missing a mapped email column will be skipped during validation.

File Format

The import wizard supports:

• .csv

• .xlsx

Ensure the file is not password-protected and is not corrupted.

Column Mapping

During the mapping step, confirm that file headers are mapped to the correct AwareCX fields:

• Email

• Name

• Phone

• Account

• External ID

• Custom Fields

Unmapped columns are ignored during import.

Duplicate Handling

If a contact with the same email address already exists within your organization, AwareCX updates the existing record instead of creating a duplicate.

The Validation Summary screen shows the number of new records and updated records before confirming the import.

Survey Response Issues

Response Link Not Working

Single-Use Tokens

Each survey link includes a unique token tied to a specific recipient.

Links cannot be shared or reused.

If the recipient already submitted a response, the link will display a Thank You confirmation page instead of the survey form.

Expired Sends

Survey links themselves do not expire.

However, if the underlying survey has been deleted, the link will return a not found page.

Responses Not Appearing in Results

Processing Delay

Responses are recorded immediately, but dashboard metrics such as NPS scores, CSAT averages, and trend charts update when the page reloads.

Refresh the Survey Results or Analytics page to view the latest data.

Filter State

Check the filters currently applied on the results page.

Active filters such as:

• Date range

• Account

• Custom fields

may exclude a new response from the visible results.

Account & Access Issues

Cannot Access Settings or Perform Actions

Role Permissions

AwareCX uses two roles:

Admin

Admins can manage surveys, contacts, settings, and integrations.

Member

Members have read-only access and cannot:

• Invite team members

• Manage API keys

• Modify organization settings

If you require additional permissions, ask an Admin on your team to update your role.

Organization Not Found

If you see the message:

"You're not part of an organization yet."

You must either:

• Complete the onboarding flow to create a workspace, or

• Accept an invitation from an existing organization.

Team Invitation Not Received

Check Spam or Junk Folders

Invitation emails are sent from AwareCX and may occasionally be filtered.

Invitation Expiry

Invitation links expire after a set period.

If the invitation has expired, ask an Admin to resend it from:

Settings → Team

Copy Invite Link

Admins can copy the invitation link directly from the Team settings page and share it manually.

Alert Configuration

Not Receiving Alert Emails

Alert Rules Enabled

Navigate to:

Settings → Alerts

Verify that the alert rule is enabled.

Trigger Type

Confirm that the trigger matches the type of feedback you want to monitor.

Available trigger types include:

• Detractors (NPS 0–6)

• Low CSAT (1–2)

• Both

Recipient List

Ensure your email address is included in the rule's recipient list.

Delivery Mode

If the rule is set to Digest, alerts are batched and sent at the configured interval:

• 6 hours

• 12 hours

• Daily

• Weekly

If you need real-time notifications, switch the delivery mode to Immediate.

Getting Help

For assistance, feature requests, or bug reports:

Email: contact@awarecx.com

Include your organization's name and a clear description of the issue. The support team typically responds within one business day.

Quick Reference: Common Status Codes

sent
Message dispatched to the delivery provider.

delivered
The provider confirmed inbox delivery.

bounced
The recipient address was rejected.

complained
The recipient marked the message as spam.

suppressed
The contact was excluded due to cooldown rules or opt-out status.

filtered
The contact was excluded because of a custom field filter.