Troubleshooting

Common issues and how to resolve them.

Phone Verification & SMS

Prospect not receiving a verification code

Landline number — Stoked only sends SMS to mobile and VoIP numbers. Landline numbers are automatically rejected. Ask the prospect to use a mobile phone number.
Wrong country code — Make sure the phone number includes the correct country code (e.g., +1 for US/Canada).
Carrier delays — SMS delivery can take up to a minute depending on the carrier. Ask the prospect to wait and try again.
Code expired — Verification codes expire after 10 minutes. If the code no longer works, the prospect should request a new one.
Max attempts reached — After 5 failed verification attempts, the code is invalidated. The prospect needs to request a new code.
Test mode — If your community is in test mode, SMS is only delivered to numbers on the allow list. Confirm with the Stoked team that the number has been added. See Phone & SMS for details.

Advocate not receiving SMS notifications

Verify the advocate has a valid mobile phone number on their profile.
In test mode, confirm the advocate’s number is on the SMS allow list.
Check that the advocate’s phone can receive SMS (not a landline or disconnected number).

Conversations

Prospect can’t log back in

Prospects access their conversations by verifying the same phone number they originally used. If a prospect reports they can’t log in, confirm they are entering the same number. There is no separate password or account — phone number verification is the login method.

Conversation not appearing in the admin portal

Check the period filter on the conversations list — it may be set to a date range that excludes the conversation.
Use the conversation search to find it by prospect name, advocate name, or message content.
If the community is in test mode, conversations with non-allow-listed numbers may not have completed SMS delivery.

Embedding

Confirm the embed script tag is placed just before the closing </body> tag.
Check that the src URL matches your community’s subdomain (e.g., https://your-community.stokedhq.com/get-stoked.js).
If using data-button-delay, the button may be hidden for the configured number of seconds.
Check your browser’s developer console for JavaScript errors.
Some ad blockers or privacy extensions may block third-party scripts — test in an incognito window.

Iframe not rendering correctly

Set the iframe height to at least 500px.
Make sure the src URL uses your embed domain (e.g., https://your-community.embeds.stoked.app).
Check for CSS conflicts on your page that may constrain the iframe dimensions.

See Embedding Your Community for full setup instructions.

Advocate Onboarding

Advocate didn’t receive their invitation

Stoked does not send automatic invitations — advocates are added by admins or approved through applications. Share the community URL or advocate onboarding link directly with the advocate.
If using advocate applications, confirm the application was approved in the applications list.

Advocate location not saving or not appearing on the map

Make sure the advocate’s address is a complete, geocodable address (street, city, state/province, country).
After updating an address, refresh the community site to see the updated pin.
Advocates without a valid address will not appear on the map.

Admin Access

Can’t log in to the admin portal

Admin authentication uses Google sign-in. To log in:

Go to your community’s admin URL.
Click Sign in with Google and use the Google account associated with your admin email.
If you see an “access denied” error, ask another admin to verify your email is listed in Managing Admins.

Test mode vs. live mode confusion

If your community seems to be working but prospects aren’t receiving messages, your community is likely still in test mode. In test mode, SMS is restricted to allow-listed numbers only. See Going Live for how to request the switch to live mode.

Still Need Help?

Contact the Stoked team at stoked-help@stokedhq.com with your community name and a description of the issue.