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This guide covers the most common issues you might encounter while using the Neuroncx AI platform, along with the fastest way to resolve each one. Issues are grouped by area — start with the section that matches the symptom you are seeing. If you work through the relevant steps and the problem persists, the last section of this page has contact details for the Neuroncx AI support team.
The Neuroncx AI dashboard is available at https://dash.neuroncx.in. For all support enquiries, email [email protected] and include your account name, the affected channel or feature, and a description of what you expected to happen versus what actually happened.

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Login & Access Issues

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Can’t Log In

If you cannot sign in to your Neuroncx AI account, work through the following checks in order:
  1. Verify your credentials — confirm you are using the email address registered to your account. Passwords are case-sensitive.
  2. Try a password reset — on the login screen, click Forgot Password and enter your email address. Follow the link in the reset email. Check your spam or junk folder if the email does not arrive within five minutes.
  3. Check for a browser-specific issue — try logging in from a different browser or an incognito/private window to rule out a cached session or extension conflict.
  4. Confirm your account is active — if your account has been deactivated by an administrator, the login page will reject your credentials without an explicit error. Ask your platform administrator to confirm your account status.
If your organisation uses Single Sign-On (SSO), you cannot reset your password through the Neuroncx AI login page. Contact your IT or identity management team to reset your credentials in the identity provider (e.g., Google Workspace, Microsoft Entra ID).
If none of the above resolves the issue, email [email protected] with your registered email address and a description of the error message you are seeing.

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Session Expired

Neuroncx AI sessions expire after a period of inactivity as a security measure. If your session expires mid-work, you will be redirected to the login screen. Re-authenticate at https://dash.neuroncx.in — any saved data will still be in place, but any unsaved changes in the Transactions Console will have been lost.
Get into the habit of clicking Save All in the Transactions Console before stepping away from your desk, even briefly. This prevents data loss if your session expires while you are away.

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Dashboard Issues

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Dashboard Not Loading or Showing Blank Tiles

A blank dashboard or tiles that fail to render are almost always caused by a connectivity or browser cache issue.
  1. Check your internet connection — open another site to confirm you have network access.
  2. Hard refresh the page — press Ctrl+Shift+R (Windows/Linux) or Cmd+Shift+R (Mac) to force a full reload, bypassing the browser cache.
  3. Clear browser cache and cookies — go to your browser settings, clear cached data for the past 24 hours, then reload https://dash.neuroncx.in.
  4. Try a different browser — if tiles load in a different browser, the issue is browser-specific (often caused by an extension blocking scripts). Disable browser extensions one by one to identify the culprit.
  5. Check for a service notice — the Neuroncx AI support team will communicate any known platform outages via email. If there is a widespread outage, wait for the resolution notice before retrying.

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Metrics Not Updating

If the numbers shown on your dashboard tiles appear stale or have not changed after new activity:
  1. Click the Refresh (↺) button on the affected tile or at the top of the dashboard. Most metrics are calculated on request, not pushed in real time.
  2. Check your date filter — confirm that the date range selected at the top of the dashboard includes the period you expect to see data for. A filter set to Today will show zero if no activity has occurred yet today.
  3. Allow a few minutes after high-volume activity — during periods of very high transaction volume, metric aggregation can lag by a few minutes.
Some tiles, such as the appointment funnel and conversion rate metrics, are calculated on a nightly batch rather than in real time. Changes made today may not be reflected until the following morning.

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Critical Alerts Tile Showing Errors

The Critical Alerts tile surfaces issues that require immediate attention — such as a WhatsApp quality error, a failed cron task, or a channel going offline.
Do not dismiss or ignore alerts in the Critical Alerts tile without understanding what they represent. Some alerts — particularly WhatsApp quality errors and failed integration tasks — can escalate quickly if left unaddressed. If you are unsure what an alert means, escalate to the Neuroncx AI support team at [email protected] immediately.
For specific alert types, refer to the Messaging & Channel Issues and Workflow Issues sections below.

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Transactions Console Issues

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Lead Not Appearing in the Console

If you are expecting a lead to appear in the Transactions Console but cannot find it:
  1. Widen the date range — the console defaults to a limited date window. Use the date range selector to extend the period. Many missing-lead reports turn out to be leads that arrived just outside the default window.
  2. Clear active filters — check whether any stage, status, channel, cluster, or source filters are active (they appear highlighted in the filter bar). Clear all filters and search again.
  3. Search by phone number — use the search field to look up the lead directly by the mobile number they contacted you on.
  4. Check your channel access — if your role is restricted to certain channels, leads from other channels will not appear. Ask your administrator to confirm your permissions.
  5. Check with your supervisor — the lead may exist but be assigned to another agent.
If the lead genuinely does not exist in the system, verify that the channel through which the lead contacted you is active in Settings → Channels. An inactive or misconfigured channel will drop incoming messages without creating a transaction record.

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Changes Not Saving

The Transactions Console uses an explicit save model — you must click Save All to persist any changes you make to a lead’s record.
Unsaved changes are permanently lost if you navigate away, close the panel, or allow your session to expire. There is no auto-save feature and no way to recover unsaved edits. Always click Save All immediately after updating any field.
If you click Save All and immediately receive an error, check your internet connection. If connectivity is fine and the error persists, take a screenshot of the error message and email it to [email protected].

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Wrong Name Displayed on a Lead Record

The name shown on a WhatsApp lead record is pulled from the contact’s WhatsApp display name — the name that user has set in their WhatsApp profile, which may be a nickname, abbreviation, or something entirely different from their legal name. To correct the name:
  1. Open the lead record in the Transactions Console.
  2. Locate the patient_name or contact_name attribute in the attributes panel.
  3. Update the value to the correct name as verified with the patient or customer.
  4. Click Save All.
Updating the patient_name attribute changes the name displayed throughout Neuroncx AI for this record. It does not affect what the contact sees on their end, nor does it change any data sent to external systems that have already received the original name via webhook or API integration.

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Messaging & Channel Issues

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Rate Limit Warning (Pink Highlight)

A pink highlight on a channel or message entry indicates you have hit or are approaching the messaging rate limit set by the provider (most commonly WhatsApp Business API). Immediate steps:
  1. Pause all active broadcast or bulk outbound campaigns on the affected channel.
  2. Review your outbound message volume for the past 24 hours in the channel usage log.
  3. Contact [email protected] to discuss tier upgrade options or revised campaign scheduling.
Continuing to send high message volumes after hitting a rate limit can cause WhatsApp to lower your account’s quality rating, which imposes even tighter messaging restrictions. Treat a rate limit warning as an urgent signal to reduce volume immediately.

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Quality Error (Red Border)

A red border on a WhatsApp channel tile means WhatsApp has assigned a low quality score to one or more of your message templates, typically because recipients are blocking or reporting messages. Steps to resolve:
  1. Log in to WhatsApp Business Manager and go to Account Tools → Message Templates.
  2. Identify templates flagged with Low Quality or a warning status.
  3. Revise the flagged templates — improve relevance, remove overly promotional language, or tighten your audience targeting — then resubmit for review.
  4. Pause or delete templates you no longer need; unused templates with poor ratings can drag down your overall account quality.
  5. Once WhatsApp restores your quality rating, the red border on the Neuroncx AI tile will clear automatically.
If you are unsure which template is causing the quality issue, check the Message Templates section in WhatsApp Business Manager and sort by quality score. The lowest-rated templates are the most likely cause.

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Messages Not Delivering

If messages you send from Neuroncx AI are not reaching recipients:
  1. Check the channel is active — go to Settings → Channels and confirm the affected channel shows an Active status. If it shows Inactive or Error, the channel connection needs to be re-established.
  2. Verify the recipient’s number — check that the phone number on the lead record is correctly formatted, including the international dialling code (e.g., +91 for India).
  3. Check for provider-level issues — WhatsApp or SMS provider outages can temporarily block delivery. Review the provider’s status page.
  4. Review the message log — open the conversation thread and check whether the message shows a Delivered, Sent, or Failed indicator. A Failed status usually includes an error code that the support team can diagnose.

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Workflow Issues

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Workflow Not Executing

If an automated workflow or trigger is not firing as expected:
  1. Confirm the workflow is active — go to Apps & Workflow Usage and find the workflow in question. Check that its status toggle is set to Active. An inactive workflow will never fire, regardless of whether the trigger conditions are met.
  2. Review the trigger conditions — open the workflow configuration and verify that the conditions (channel, stage, attribute values, etc.) match the actual state of the transactions you expect the workflow to act on. A single mismatched condition prevents the entire trigger from firing.
  3. Check the execution log — the workflow detail view includes a recent execution history. If the workflow has run but produced an unexpected result, the log will show you exactly which branch was taken and why.
  4. Verify dependent resources — if the workflow sends a message, ensure the relevant message template exists and is approved. If it calls an external API, confirm the integration is active in the Admin Console.

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High Drop-Off in WhatsApp Funnel

If you notice a high number of users dropping out of a WhatsApp workflow at a particular step:
  1. Open Apps & Workflow Usage and navigate to the affected workflow’s funnel view to pinpoint exactly which step has the highest drop-off.
  2. Check that the message template used at that step is approved and has acceptable quality metrics in WhatsApp Business Manager.
  3. Verify that consultant slots are configured and available if the drop-off step involves booking — users who cannot find an available slot will abandon the flow.
  4. Review the wording and length of the message at the drop-off step. Long, complex messages or poorly structured call-to-action buttons see higher abandonment.
  5. Check that any attribute collection at that step (e.g., asking for a date of birth) does not have a validation rule that is too strict, causing valid inputs to be rejected and users to give up.
A/B testing different message copy at high drop-off steps is the most reliable way to diagnose and improve funnel completion rates. The Neuroncx AI support team can help you set up message variants for testing.

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Getting Help

If you have worked through the relevant section above and the issue is still unresolved, the Neuroncx AI support team is available to help.

Email Support

Send a detailed description of your issue, including the affected feature, what you expected to happen, and what actually happened, to [email protected].

Dashboard

Access your Neuroncx AI platform at https://dash.neuroncx.in. Include your account name and relevant transaction IDs when contacting support.

Website

Visit https://neuroncx.in for product information, announcements, and additional resources.
When emailing support, include as much context as possible: your account name, the channel or feature affected, the approximate time the issue began, any error messages displayed, and screenshots if available. This information significantly reduces the back-and-forth needed to diagnose the problem.