đ Overview
This guide collects answers to common Marketing Suite questions and quick fixes for the issues we see most often. If you can't find what you need here, the feature guides in this collection go into more depth, and our support team is always happy to help.
â Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
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Click the arrow to view frequently asked questions
Where do I find Marketing Suite? It isn't a page inside my dashboard.
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Click the arrow to see the answer
Marketing Suite is a connected add-on rather than a screen inside your main dashboard. Head to CRM in your TeamUp account and click Open to sign in with your existing login, so there's no separate username or password. If your account doesn't have Marketing Suite yet, you'll see an Upgrade option there instead, where you can book a demo.
I can't log in to Marketing Suite. What should I check?
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Click the arrow to see the answer
First, make sure you're logged in to your TeamUp account and opening Marketing Suite from CRM, rather than trying to sign in to it directly. Next, check that your business address is saved in your TeamUp Settings, as a complete address is required for your Marketing Suite account to be set up. If you're a staff member, you may need the Marketing Suite permission from your account owner or admin. And if you've only just been set up, please allow a little time for your account to finish provisioning. If you still can't get in, please contact support and we'll take a look.
Why can't I see a feature that's mentioned online?
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Click the arrow to see the answer
Marketing Suite includes a specific set of features, and some options you may see referenced elsewhere are not part of your package or are intentionally hidden. If a feature you expected is missing from your menu, please reach out to support and we can confirm what's included in your account.
My contacts haven't appeared yet. Is something wrong?
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Click the arrow to see the answer
Your customer data connects to Marketing Suite automatically, but it can take some time to come through after your account is first set up. If your contacts still haven't appeared after a reasonable wait, please contact support so we can check your account.
Do contacts I capture in Marketing Suite appear back in TeamUp?
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Click the arrow to see the answer
Yes. When a new contact is captured in Marketing Suite, for example through a lead form or your AI chat widget, they're added to your TeamUp CRM as a lead with a Marketing Suite source, ready for your team to follow up. Contacts that already exist in TeamUp aren't duplicated.
Can I change a contact's lifecycle stage in Marketing Suite?
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Click the arrow to see the answer
Please don't edit the lifecycle stage directly in Marketing Suite. Lifecycle stages are managed by your TeamUp account, so to move a contact to a different stage, update their CRM status in TeamUp and the change syncs across automatically. Changes made directly in Marketing Suite aren't reflected in TeamUp and can stop your lists and automations working as expected.
My campaign emails aren't sending or aren't being delivered. What should I check?
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Click the arrow to see the answer
A few things to look at, in order: make sure your business mailing address is set in Administration â Business Profile, check your sender settings in Administration â Email Configuration, and review individual email statuses in Administration â Email History. Sending to engaged segments and keeping your templates simple also improves deliverability.
The AI chat widget isn't appearing on my website. Why?
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Click the arrow to see the answer
The chat widget isn't added to your website automatically. You need to install the widget code on your site or enable it within your site builder. If you've already installed it and it still isn't showing, clear your browser and website caches, check the floating widget code sits inside your site's <head> section, and temporarily disable other plugins or custom code that could conflict. Bear in mind the widget requires a website to live on, so if you don't currently have one, the chat widget won't be available, although the rest of Marketing Suite still works.
Why did my AI Receptionist give a wrong or odd answer?
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The AI answers using its Role prompt and the knowledge you've given it, so gaps or outdated information there lead to weak answers. Open the conversation, click the Explanation on the AI's reply to see which source it used, then update your AI's knowledge or Role accordingly.
Where do leads captured by the AI or my forms end up?
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They're saved as contacts in CRM â Contacts, and new leads are also added to your TeamUp CRM with a Marketing Suite source. Web chat conversations where the AI couldn't capture contact details are kept in the Anonymous Visitors tab of Conversations.
How do I cancel or change my Marketing Suite subscription?
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Please get in touch with our support team and we'll help you with any changes to your subscription.