Common issues

Start here. Most problems are one of the following.

The app looks empty

No navigation at all, “Workspace required” You aren’t in a workspace. Create one, or paste an invite link into Settings → Have an invite link?. See Workspaces.

“Tickets” is missing from the sidebar The owner has turned off Enable tickets for the workspace in privacy settings.

No chats in the table

The first sync may still be running — “This can take up to 5 minutes, depending on account size.”
Check your account filter and folder selections; a saved view may be scoping you down to nothing.
Check whether the chats were excluded.

Chats and messages

“You can’t write in this chat” Telegram’s restriction, not Entergram’s. Variants: You can’t post messages in this channel, Join this chat to send messages.

“Chat unavailable” The chat was deleted in Telegram, so history can’t load. Sending a message reactivates the conversation.

“This chat is no longer available in the current view” Your filters or account scope changed. Clear the filter chips.

Edit / Delete are missing on messages The workspace has Members can edit and delete messages turned off. Owners and admins keep access.

I can’t see a teammate’s chats Working as designed — messages are scoped to the account. See What teammates can see.

Custom fields

“Cannot save values for search results” The row is a search result, not a synced chat yet. Open the chat once, then edit it.

“Failed to save {field} after {n} attempts” A save kept failing. Use Retry save on the cell; if it persists, check your connection and reload.

I can’t delete or reorder a column Only owners and admins can by default. Ask for Allow edit columns on your seat.

“A column with the name X already exists” Column names must be unique.

Broadcasts

“{n} of {total} selected accounts need Analytics connected” That account was connected under the old flow. Reconnect it from Settings → Accounts (Connect Live Sync) and the broadcast can go out.

Variables came out blank {{username}} resolves to nothing for groups, channels and anyone without a handle. Use {{first_name}}, or write the sentence so it survives a missing value. Always check the Preview with a real recipient.

Variable printed literally Variables are lowercase with double braces. {{Name}} and {name} are sent as text.

“Seen” is blank for some recipients Seen is available where Telegram provides reliable read state. Some chat types never report it.

Analytics

“Upgrade to unlock analytics” Analytics needs Pro, or a Pro seat.

Analytics looks empty or stale The first sync after connecting an account takes a few minutes. If it never fills in, check the account’s status badge in Settings → Accounts and reconnect if needed.

A number didn’t change when I changed the time range Some metrics deliberately ignore it — Field Coverage, Open Backlog, Most new chats (7d). Each view has a “What the time range affects” note.

A chat shows as “Private” It belongs to another seat. Only the owning seat can open this chat’s analytics.

Folders

“Cannot remove all chats from a folder” Telegram’s rule — at least one chat must remain. Delete the folder from the Telegram app.

“No folders found for this account” Create folders in the Telegram app first, then Refresh.

Billing and access

“Payment Failed” / Past Due Update your payment method before the Pay by date to keep access.

“Managed by workspace seat” Your access comes from someone’s workspace. Their owner manages the plan.

I deleted my workspace but I’m still being charged Deleting a workspace does not cancel subscriptions. Cancel in the Stripe portal.

Still stuck?

Errors in the app offer Copy and Forward to support — use them; the details make diagnosis far faster.
Help & Support → Contact Support on Telegram in the sidebar.

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