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Kotally Docs

Troubleshooting

Install did not activate

Section titled “Install did not activate”
  • Confirm the Marketplace OAuth approval completed for the intended sub-account.
  • Confirm workspace billing is active or trialing.
  • Check Admin -> Locations for a pending or disconnected location.
  • Reinstall from GoHighLevel only after confirming the existing install is not already linked.

API workspace not ready (standalone)

Section titled “API workspace not ready (standalone)”
  • Confirm billing is active or trialing first — Admin -> Getting Started requires billing before it will create the API-only location.
  • After choosing “Use the Kotally API instead”, confirm you land on Admin -> API Clients with the location present.
  • If the location is missing, it was not created yet; complete billing and retry from Getting Started.
  • Create the API client and copy the token immediately — it is shown only once.

Purchase did not grant credits

Section titled “Purchase did not grant credits”
  • Confirm the GoHighLevel webhook reached /webhooks/ghl.
  • Confirm the payment event contains a GoHighLevel product id.
  • Confirm exactly one active product mapping exists for that product in the same location.
  • For invoice payments, confirm the invoice item product id maps to a Kotally product config.
  • If Stripe fallback is enabled, remember GoHighLevel-native grants are primary and duplicate commercial events are suppressed.

Booking did not deduct

Section titled “Booking did not deduct”
  • Confirm the contact has a Kotally entitlement for the appointment calendar.
  • Confirm the entitlement has credits remaining and is not expired or paused.
  • Confirm the appointment payload includes contactId and calendarId.
  • Check for SERVICE_FAMILY_MISMATCH when the customer has credits for a different calendar.

Embedded view is blank or missing context

Section titled “Embedded view is blank or missing context”
  • Confirm the user opened Kotally from a supported GoHighLevel surface.
  • Confirm the signed embed request reaches /embed/auth.
  • Use the Open Kotally fallback if the side panel cannot resolve contact context.
  • Ask support to inspect the location summary and recent events.

API request failed

Section titled “API request failed”
  • Use Authorization: Bearer <token>.
  • Confirm the API client has the required scope for the endpoint.
  • Confirm the token is allowed to access the requested location_id.
  • Reuse the same request_id only for an exact retry of the same operation.