Dashboard troubleshooting

This page covers issues with the Sam dashboard itself. For widget issues, see Widget troubleshooting.

I can’t log in

Check the URL. The dashboard lives at viasam.app — bookmark it.
Forgotten password? Click “Forgot password” on the login page. We email a reset link valid for 60 minutes.
Email not arriving? Check spam, and confirm your email address with whoever invited you. Welcome and reset emails are sent from noreply@viasam.app. If your IT department blocks unknown senders, ask them to allowlist that address.

I’m not getting email notifications

Several things to check:

Settings → Notifications — confirm the email toggle is on for the notification type you expect.
Spam folder — first emails to a new inbox often get caught.
Unsubscribed by mistake — every Sam email has an unsubscribe link in the footer. Clicking it disables that category of email for your account. Re-enable in Notifications.
Bounced address — if our email provider has flagged your address as bounced (after a few failed deliveries) we stop sending. Contact support@viasam.app to clear the suppression.

I don’t see Integrations / Team / Custom branding in my dashboard

These are Pro plan features. If your sidebar doesn’t show Integrations or your widget editor doesn’t show Branding, you’re on Starter or Growth.

Upgrade in Billing to unlock. (Trial users get full access to Integrations, Branding, Team management, Human handover, etc. during their 7-day evaluation — only Scheduled re-crawl is held back.)

I sent a team invite but the user can’t accept it

Invitations expire after 7 days. Resend if needed.
One invite per email. Sending a second invite to the same email replaces the first.
The user must click the link in the email. Forwarding doesn’t always preserve the signature; if the link is broken, resend rather than forwarding.

Team invites are a Pro plan feature only.

My usage numbers don’t look right

Usage on the Billing page is recomputed periodically (every few minutes), not in real time. If your conversation count seems off:

Wait a few minutes and refresh.
If it still looks wrong after an hour, email billing@viasam.app with your tenant name and what you’re seeing — we’ll check the underlying counter.

The most common cause is a plan downgrade. When you downgrade, Sam reconciles widgets against your new plan’s limit:

Pro → Growth: only 3 widgets stay active
Growth → Starter: only 1 widget stays active

Paused widgets keep their config but stop replying. To reactivate, upgrade your plan or delete other widgets to bring the count under the limit.

I deleted a conversation by mistake

Deletions are soft — conversations are kept for 30 days before permanent deletion. Email support@viasam.app with the conversation date and visitor email; we can restore it within that window.

My Stripe checkout failed

Card declined? Check with your bank — Norwegian cards sometimes reject international charges by default. The merchant of record is Alpha AI AS in Norway.
3D Secure didn’t complete? Refresh and try again. Some banks use SMS-based confirmation that times out fast.
Still stuck? Email billing@viasam.app with the error code Stripe showed.

The dashboard looks broken (white screen, console errors)

Hard refresh with Ctrl+Shift+R / Cmd+Shift+R to bypass cached assets.
Try an incognito window to rule out browser extensions (ad blockers and privacy extensions sometimes break Stripe / SaaS dashboards).
Check status.viasam.app — if there’s an active incident, you’ll see it there.
Still broken? Open the browser console (F12 → Console tab), screenshot any errors, and email support@viasam.app.