Common Issues

Sherpa's Common Issues and how to Troubleshoot

Troubleshooting Skip Trace Upload Issues
Having trouble processing a Skip Trace file? Is the Sherpa system not letting you advance to process the Skip Trace? Has your Skip Trace file come back with...
Mon, 13 May, 2019 at 4:20 PM
Message Stuck As Unread (Blue Message)
When you get a new message to your prospect inbox the message will appear as blue. Once you click it, it should turn white and no longer be marked as “unrea...
Mon, 13 May, 2019 at 4:21 PM
Auto-Dead Issues: How To Turn It On/Off
Our Auto-Dead feature is something we think helps keep us organized and our inbox clean of negative replies; however, the occasional serious lead could get ...
Thu, 16 Jul, 2020 at 11:01 AM
Campaign Call-Forwarding Number Not Working
Have you set up a call-forwarding number at the campaign level but the callbacks are still going to your master call-forwarding number? It's possib...
Tue, 14 May, 2019 at 1:34 PM
Why is Sherpa quoting for more rows/columns than what I actually have in my csv.?
Is Sherpa telling you that you have more rows or columns your file than you really do? The system is likely reading empty rows of data as having value a...
Thu, 17 Oct, 2019 at 10:23 AM
Message Undelivered
Getting this message when replying to a prospect? Due to the repetitive use of the pre-loaded quick replies in all user accounts, carriers are reco...
Fri, 2 Aug, 2019 at 10:00 AM
Skip Trace "Error: Declined"
Are you trying to process a skip trace, but keep getting the message "error: declined"? This is an error that occurs when the credit card on f...
Tue, 6 Aug, 2019 at 10:02 AM
Exceed Column Limit
Trying to upload a .csv file, but the system is telling you you have too many columns? It's an easy fix. As long as you have less than 20 columns o...
Fri, 24 Apr, 2020 at 3:07 PM
Page Not Found: Creating a new campaign
Are you trying to create a campaign but getting this error? Simply try renaming the campaign something different that is completely unique and with...
Thu, 19 Sep, 2019 at 2:07 PM
Why can I not see my prospect replies?
Q: Why can I not see my prospect replies? A: If you have a response rate, but haven't seen any replies come in, it probably means that you have the Au...
Tue, 24 Sep, 2019 at 7:54 AM