Help a lead who is stuck
Quick fixes for the problems leads report most: lost link, cannot go live, cannot pay and the photo limit.
The written steps below are complete. The Video script tab shows exactly what the video will cover.
Most leads who get stuck have one of four problems. Each has a quick check you can do from your side before you reply.
By the end you can
- Recover a lost editor link
- Find out why a site will not go live or a payment will not start
- Explain the photo limit
Screens used
Steps
- 1
Lost editor link
On: /messagesOpen the lead's thread in the Revenue inbox and press Their editor. Copy the address from the browser and send it to them on WhatsApp. On the phone they started on, the start page also offers Continue editing.
You should see: The lead opens the link and sees their website where they left it.
- 2
Cannot go live
On: /messagesCheck the thread for an error message. The three usual reasons are: the business name cannot be used as a web address (for example it contains a bank's name), a site is already on trial for that phone number, or your plan's site limit is reached.
You should see: The thread's latest milestone names the reason.
- 3
Cannot pay
On: /settings/payment-gatewayOpen Settings, Payment gateway and press Test connection. If it fails, fix the keys. If the lead already paid but the site did not open, ask them to tap Already paid? Check on their builder's last step.
You should see: Test connection succeeds, and the lead's site opens after the check.
- 4
Photo limit reached
On: Builder, PhotosA site can upload 24 photos while on trial and 60 once paid. Swapping a photo uses a new slot, so a lead who changed many photos can reach the limit early. Paying raises the limit to 60.
You should see: The lead understands why uploads stopped and what raises the limit.
- 5
They want you to build it
On: /messagesThe builder's last step has a link, Want our team to build or finish it for you? Ask for a quote. When a lead taps it, a high-priority task appears for you and the thread says so.
You should see: A task for that lead is in your task list.
Tips
- Ask the lead for a screenshot. The message under the button they pressed usually says exactly what is wrong.
Troubleshooting
- The lead sees "Editing is paused here while we finish it. Message us on WhatsApp for any change."
- They ordered the option where your team finishes the website, so their editor is closed. Make the change for them.
- The lead sees "Too many requests — please wait a moment."
- They tapped a button many times in a row. Ask them to wait a minute and tap once.
One row per shot, in the same order as the guide. Estimated length 2:40, recorded signed in as Owner. Use made-up data only. How to record
Say: Help a lead who is stuck. Quick fixes for the problems leads report most: lost link, cannot go live, cannot pay and the photo limit.
Hold until you see: Lesson title on screen for three seconds.
Say: Open the lead's thread in the Revenue inbox and press Their editor. Copy the address from the browser and send it to them on WhatsApp. On the phone they started on, the start page also offers Continue editing.
Hold until you see: The lead opens the link and sees their website where they left it.
Say: Check the thread for an error message. The three usual reasons are: the business name cannot be used as a web address (for example it contains a bank's name), a site is already on trial for that phone number, or your plan's site limit is reached.
Hold until you see: The thread's latest milestone names the reason.
Say: Open Settings, Payment gateway and press Test connection. If it fails, fix the keys. If the lead already paid but the site did not open, ask them to tap Already paid? Check on their builder's last step.
Hold until you see: Test connection succeeds, and the lead's site opens after the check.
Say: A site can upload 24 photos while on trial and 60 once paid. Swapping a photo uses a new slot, so a lead who changed many photos can reach the limit early. Paying raises the limit to 60.
Hold until you see: The lead understands why uploads stopped and what raises the limit.
Say: The builder's last step has a link, Want our team to build or finish it for you? Ask for a quote. When a lead taps it, a high-priority task appears for you and the thread says so.
Hold until you see: A task for that lead is in your task list.
Say: That is help a lead who is stuck. The written steps are on this lesson's page in the ItzSEO course.
Hold until you see: End card with the lesson link.
Reference articles on this topic
Mark it complete to keep your place in the course.
Related lessons
Read the status strip, act on milestone messages and tasks, and send a ready WhatsApp message in the lead's language.
What a self-built website costs, what the 7 free days include, what happens when they end and what changes after payment.
Use the Self-build leads list on the funnel page to find the leads worth a nudge today.