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FAQ & troubleshooting

The bot doesn't reply to /start

Check, in order:

  1. Is the webhook registered? Bots list → ⋯ → if it says Deregister, it's on. If not, click Register Webhook.
  2. Is there a start command? The welcome screen is the command with key exactly start. Create one if it's missing.
  3. Are you in a direct chat? This bot only works in a 1-to-1 chat, not a channel.

/start replies, but there are no buttons

The start command has no items yet, or its items are targeted. Open the command's menu builder and add link/submenu items. If buttons are missing for some users only, it's targeting — country/language-restricted buttons hide from users who don't match.

My banner image doesn't appear

  • Make sure you uploaded it on the command (Commands tab → open the command → Banner image) and saved.
  • Telegram caches the first message of a chat session — send /start again, or clear the chat and reopen it.
  • Supported formats are PNG, JPEG, and WebP, up to 5 MB.

The "What can this bot do?" text is empty

That's the bot's Description. Set it on the bot (Bots → open the bot → Settings → Description), save, then Register Webhook (or it syncs on save). Note: Telegram only shows the Description in an empty chat — before the first Start, or after clearing history.

I changed something but users see the old version

Almost everything is live instantly. If you don't see a change:

  • For menus/buttons/text: send /start again — Telegram may be showing a cached earlier message.
  • For the Description/short description: it's pushed when you save the bot or register the webhook, and only shows in an empty chat.

Link buttons open through a tracked redirect. If a button dead-ends, the destination URL is probably wrong (or the redirect service is unavailable) — open the link in Telegram → Links, check its URL, and confirm its Status is Active.

I can't see the Telegram section at all

You need the Telegram Manager role (or Entities Administration). Ask an admin to add it on your Users profile — see Roles & access.

Can one bot be in several "campaigns"?

Yes — use start links with different tags (?start=promoA, ?start=promoB). Each subscriber's Source records the tag, so analytics can tell campaigns apart.