Frequently Asked Questions (FAQ)

Answers to the most common questions about using the platform.

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Registration and Account

How do I create a new account?

You can create a new account by:

1. Navigating to the registration page
2. Entering the required information (Name, Email, Password)
3. Or using quick signup via Google or Facebook

What should I do if I forgot my password?

1. Click "Forgot Password?" on the login page
2. Enter your email address
3. Follow the instructions in the email to reset your password

Why didn't I receive the verification email?

Check:

• "Spam" or "Junk" folder
• The email address entered is correct
• Wait a few minutes, the email may take time to arrive

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Business

How many businesses can I create?

This depends on the plan you're subscribed to:

• Free Plan: One business
• Paid Plans: Multiple businesses (according to plan)

Can I delete a business?

Yes, you can delete a business from the settings page.

How do I change the business name?

1. Navigate to the business settings page
2. Click "Edit"
3. Change the name
4. Save changes

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Subscriptions and Payment

What types of plans are available?

The platform offers several plans:

• Free Plan: For getting started and testing
• Basic Plan: For small projects
• Advanced Plan: For medium projects
• Professional Plan: For large projects

How do I change my plan?

1. Navigate to the "Subscriptions" page
2. Select a new plan
3. Complete the payment process

What happens when my subscription expires?

When the subscription expires:

• Access to paid features will be stopped
• Your data will be retained for 30 days
• You can renew your subscription at any time

What payment methods are available?

• Credit Cards: Visa, Mastercard, etc.
• Bank Transfer: Direct transfer
• E-Wallets: According to region

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Workspace

What is Workspace?

Workspace is an independent work environment for each business. Each Workspace has a unique Subdomain and independent settings.

Can I change the Subdomain after creation?

What should I do if I forgot HmacSecret?

1. You'll need to reinstall the Workspace
2. A new HmacSecret will be generated
3. You'll need to update all connected applications

How do I reinstall Workspace?

1. Navigate to the Workspace page
2. Click "Reinstall"
3. Follow the instructions

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WhatsApp Integration

What are the requirements for connecting WhatsApp?

You need:

• Active WhatsApp Business Account
• Meta Business Account with API permissions
• Phone Number ID and Business Account ID

How do I get API Credentials from Meta?

1. Log in to Meta Business Manager
2. Navigate to "WhatsApp" > "API Setup"
3. Follow the instructions to get:
   • Phone Number ID
   • Business Account ID
   • Access Token

Why isn't WhatsApp connection working?

Check:

• Workspace is installed correctly
• API data is correct
• WhatsApp Business account is active
• Required permissions are enabled

Can I connect more than one WhatsApp number?

Yes, if your plans support it. You can connect multiple numbers from the WhatsApp Integration page.

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Stores

What platforms are supported?

Currently the platform supports:

• Salla
• More platforms coming soon

How do I connect a Salla store?

1. Navigate to the "Stores" page
2. Click "Connect New Store"
3. Select "Salla"
4. Enter API Credentials from your Salla account
5. Click "Connect"

How do I get API Credentials from Salla?

1. Log in to your account on Salla
2. Navigate to "Settings" > "Apps" > "API"
3. Create a new app or use an existing app
4. Copy Client ID and Client Secret

What should I do if the Token expires?

1. Navigate to the stores page
2. Click on the desired store
3. Click "Update Token"
4. Follow the instructions

Can I connect more than one store?

Yes, if your plans support Multi-Store. Check your plan features.

How do I disconnect a store?

1. Navigate to the stores page
2. Click on the desired store
3. Click "Disconnect"
4. Confirm the action

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Security

How do I keep my account secure?

• Use a strong password
• Don't share your account information with anyone
• Log out from shared devices
• Regularly review Active Sessions

Is my data secure?

Yes, all data is:

• Encrypted during transmission and storage
• Protected with advanced security protocols
• Stored on secure servers

What should I do if I suspect my account has been compromised?

1. Change your password immediately
2. Review Active Sessions and close suspicious sessions
3. Contact Technical Support immediately

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Technical Support

How do I contact support?

• In-Platform Support: Contact us directly from the platform
• Email: support@awalchat.com
• Live Chat: Direct chat with support team
• WhatsApp: Contact us directly via WhatsApp

What are support hours?

Support is available:

• Sunday to Thursday: 9 AM - 6 PM
• Friday and Saturday: 10 AM - 4 PM

How long does it take to respond to my inquiry?

We aim to respond within:

• Normal Inquiries: 24 hours
• Critical Issues: 4 hours

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Features and Limits

What are the limits of the Free Plan?

The Free Plan includes:

• One business
• One store
• Limited number of messages
• Limited support

How do I upgrade to a higher plan?

1. Navigate to the "Subscriptions" page
2. Select a new plan
3. Complete the payment process

Can I try paid plans for free?

Yes, some paid plans offer a free trial period. See the "Pricing" page for details.

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Technical Issues

The site is slow or not working

Try:

1. Refresh the page (F5 or Ctrl+R)
2. Clear browser cache
3. Try another browser
4. Check internet connection

I can't save changes

Check:

• All required fields are filled
• Entered data is correct
• Internet connection is stable

Unclear error message

1. Copy the error message completely
2. Take a screenshot if possible
3. Contact Technical Support with the information attached

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Other

Can I export my data?

Yes, you can request data export from account settings. Data will be sent to you via email.

Can I delete my account?

Yes, you can delete your account from account settings.

Is the platform available in English?

Yes, the platform is multilingual and supports Arabic and English. You can change the language from account settings.

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Didn't Find Your Answer?

If you didn't find an answer to your question:

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Additional Resources