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What should I do if I encounter a bug or error in the Sophiie platform?

Bugs happen, and we're here to help you get back on track quickly. Depending on what's going on, there are different ways to report an issue — and in many cases, you may be able to fix it yourself using the tools and guidance available in your dashboard.

How to report an issue

Call issues

If the issue is related to a call, use the Report Call feature. Provide as much detail as possible about what happened during the call so our team can investigate through our dedicated call review workflow.

Dashboard, integration, or phone app bugs

If you're experiencing a bug in the dashboard, with an integration, or in the phone app, email our support team at support@sophiie.ai with:

  • Screenshots of the error or issue
  • A detailed description of what's happening
  • What you did before it occurred — this helps our team replicate the issue and pass it to our development and engineering team for a fix

Try fixing it yourself first

Before reaching out, we encourage you to have a go at fixing the issue yourself. You have access to everything you need:

  • Tutorials and guides to walk you through the platform
  • The ability to edit and update your Sophiie configuration at any time through Train Sophiie
  • The Sophiie Agent in your dashboard, which can guide you through making changes

If you're unsure or not comfortable making changes, that's completely fine — reach out to support and we'll help.

Common issues and fixes

CSV upload failures

If your customer data CSV won't upload, make sure your file follows the correct format:

  • Phone numbers must start with +61 (e.g. +61412345678)
  • Required columns are: First Name, Last Name, and Phone Number
  • If a phone number is missing or incorrectly formatted, the upload will fail
  • Email addresses can also be included

Check your file against this format before attempting to upload again.

Jobs, quotes, or calendar errors

If you're experiencing errors across Jobs, Quotes, or Calendar:

  • Check whether you've added your Sophiie phone number as a customer contact or in booking details — this causes system-wide errors
  • Your Sophiie number should never be used as a customer contact
  • Remove it if it's been added, and clear your cache after doing so
  • Contact support if errors persist

Notification emails not delivering

If team members aren't receiving notification emails, follow these two steps:

Step 1 — Check staff and department details: Go to your staff and departments settings and make sure all team member email addresses and phone numbers are entered correctly. Update any that are missing or incorrect.

Step 2 — Check notification settings: Go to the Notifications tab and verify:

  • The correct team members are selected
  • The right channels, sources, and tags are selected so Sophiie knows where to send notifications

API or dashboard assistant errors

If you're seeing error messages when trying to update greetings or messages through the dashboard assistant:

  1. Navigate directly to Train Sophiie in your dashboard
  2. Make the changes manually rather than through the assistant
  3. If the issue persists, contact support for escalation

When to contact support

Reach out to our support team if:

  • You've tried to fix it yourself and the error persists
  • The bug is blocking critical functions
  • Errors are appearing across multiple features simultaneously
  • The issue has been ongoing for more than 24 hours
  • You're seeing technical error messages you don't understand

What to include in your bug report

Help us resolve your issue faster by providing:

  1. Screenshots of the exact error or issue
  2. When it started and whether anything changed before it appeared
  3. What you were trying to do when the error occurred
  4. What you've already tried to fix it
  5. Browser and device you're using (for dashboard issues)

How we handle bug reports

Once you've submitted a bug report, our support team will investigate. If it's confirmed as a genuine platform bug — particularly if you're already live and it's impacting your operations — we'll escalate it directly to our development and engineering team. You'll receive updates as we work on a fix, and we'll confirm with you once it's resolved.

Need immediate assistance?

For urgent bugs blocking your business operations:

  • Email support@sophiie.ai with "URGENT" in the subject line
  • Include your account name and a detailed description of the issue
  • If you've already contacted support without resolution, request developer escalation directly

You can also book a support catch-up session through your dashboard for real-time troubleshooting.