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Getting help and the FAQ
The FAQ inside Yapii
Yapii has a built-in FAQ with answers to the questions agents ask most. To open it:
- click your name at the bottom of the left sidebar, then Help & FAQ; or
- on a phone, open the menu and tap the question mark at the bottom, Help & FAQ.
Help guide, next to it in the account menu, opens this guide in a new tab.
Searching the FAQ
Type your question the way you'd ask a colleague, for example "how do I stop Claire" or "why was my text blocked". You don't need the exact words:
- Small words like "how", "do" and "I" are ignored.
- Everyday words work: "sms" finds questions about texts, "delete" finds archiving, and "card" finds billing.
- Small typos are forgiven, and results appear as you type.
- If no question matches every word, you'll see the closest questions instead of nothing.
Matching words are highlighted, and each result shows a short preview of its answer.
Keyboard shortcuts
The list of Yapii's keyboard shortcuts lives on the Help & FAQ page. Below the search box there's a Keyboard shortcuts card with a View shortcuts button. You can also press ? on any page to open the same list.
Keyboard shortcuts for the FAQ search
| Key | What it does |
|---|---|
| / | Jump to the search box. |
| Enter | Open the top answer. |
| Esc | Clear the search. |
Other ways to find an answer
- Popular questions appear as buttons before you start typing. Click one to open it.
- Filter by topic: getting started, contacts, Claire, texts and calls, email, tasks, team, billing, integrations or your account.
- Open as many questions as you like. Each one expands in place.
Search from anywhere in Yapii
Press Ctrl+K (Cmd+K on a Mac) on any page to open the search box. It finds Yapii's pages, individual settings, contacts (including by phone number, street or city), transactions (including by address or MLS number), tasks and teammates, and also shows matching help answers under Help. Choose a help answer to jump straight to it in the FAQ.
The FAQ is updated as new questions come up, so check back if you didn't find something last time.
Error codes
Some messages that say something could not be done end with a short code in brackets, for example "You do not have permission to do this. Ask your workspace owner or admin for access. (ACCT-801)". The code is a stable number. If you contact support, read it out or paste it in, and the team can find what happened without asking you to repeat the steps.
Only the codes you can act on are listed here. A code is never reused, so a code written here keeps its meaning.
ACCT-801: You do not have permission to do this
What you saw: a message saying you do not have permission, or that you need owner or admin access.
What it means: your role in this workspace, or the permission switches set for you, do not allow this action. Some actions are open only to owners and admins. In a workspace with Transactions, each Transactions action also needs its own permission switched on for you.
What to do: ask your workspace owner or admin for access. They can switch on the permission or change your role from the Team page. See Team for how roles and permissions work. Nothing was changed by the attempt, so you can try again once access is granted.
Texting and calling codes
A text or call that could not go through shows a code beginning SMS- or CALL- after the reason, for example on a failed text in a conversation, in the refusal box under a contact's text box, in the message when a call fails, and on failed calls in the call history. These are the ones you are most likely to see:
| Code | What you saw | What to do |
|---|---|---|
| SMS-201 | This contact has not agreed to receive texts. | Get their consent, or reach out another way. |
| SMS-202 | This person replied STOP, so texting is blocked. | Text again only if they opt back in. |
| SMS-203 | It is outside texting hours where this contact lives. | Texts sent automatically wait for their local window. A text that was not sent can be sent again once it opens. |
| SMS-204 | The carrier would not deliver this text. | Check the number and try once more. Repeated failures suspend the number. |
| SMS-205 | Your texting number is not approved for business messaging yet. | Finish registration in Settings. Texting starts as soon as the carriers approve it. |
| SMS-206 | This number is marked as a bad number on the contact, so it was not texted. | Use another of the contact's numbers, or clear the Bad Number mark if it is wrong. |
| SMS-207 | Your texting numbers have sent all they can for now. | Automatic texts go out once a number has room. A text you sent yourself was not sent, so send it again later. |
| SMS-208 | This text introduces you but gives the contact no way to opt out, so it was not sent. | Add a line that says Reply STOP to stop these texts, then send it again. |
| SMS-209 | Your workspace has no texting number of its own, so this text was not sent. | An owner or admin needs to set up a texting number before texting can start. |
| SMS-210 | Texting to contacts is paused for your workspace. | A workspace owner or admin can turn it back on in Settings. |
| SMS-211 | This text could not be sent. | Try again shortly. If it keeps failing, contact support with this code. |
| SMS-212 | Your texting registration needs your business info first. | Fill in your business info in the texting registration in Settings, then try again. |
| SMS-213 | Your texting registration is already in review or approved, so its business info cannot be changed now. | Contact support with this code if something in it needs correcting. |
| CALL-301 | This contact has not given permission to be called. | Get recorded consent before calling. |
| CALL-302 | It is outside calling hours for this contact. | The call is placed inside the allowed window. |
| CALL-304 | The call could not be placed. | Try again shortly. If it keeps failing, contact support with this code. |
| CALL-305 | This person asked not to be called. | Call again only if they ask you to. |
| CALL-306 | The call could not be put on hold or taken off hold. | Try again. If it keeps failing, contact support with this code. |
Other codes you may see
The code ends the message in brackets. Read it to support if the steps do not fix it.
| Code | What you saw | What to do |
|---|---|---|
| IMP-603 | This import has already finished. | Refresh the page to see its results. |
| IMP-604 | This file is too large to import at once. | Split it into smaller files and import each one. |
| IMP-605 | This import is too old to undo. | An import can be undone for 24 hours. Remove its contacts by hand if you still need to. |
| IMP-606 | This import was already undone. | Nothing more to do. |
| IMP-607 | We could not undo this import. | Nothing was changed. Try again, or contact support with this code. |
| SYNC-701 | That CRM agent is already linked to someone, or no longer exists. | Pick another agent, or refresh the list. |
| SYNC-702 | This team member is not linked to a CRM agent yet. | Link them to their CRM agent first. |
| SYNC-703 | A sync is already running. | Wait for it to finish, then try again. |
| SYNC-704 | This CRM connection does not know which CRM user it belongs to. | Reconnect the CRM in Integrations, then try again. |
| SYNC-705 | We could not start the sync just now. | Try again in a moment. If it keeps failing, contact support with this code. |
| SYNC-706 | Your CRM is not connected right now. | Reconnect it in Integrations, then try again. |
| SYNC-707 | Your workspace has more contacts than this cleanup scan can check. | Nothing was changed. Contact support with this code to run it another way. |
| SYNC-708 | This team invitation is no longer valid. | Ask the team admin for a new invitation. |
| SYNC-709 | Team members do not connect their own CRM. | Ask an owner or admin to link you to your CRM agent. Your contacts sync through the workspace connection. |
| SYNC-710 | That already exists. | Use the existing one, or pick another name. |
| ACCT-802 | An account with this email address already exists. | Sign in instead. If you forgot your password, use Forgot password. |
| ACCT-803 | This email address has a pending invitation. | Use the invitation link in your email to join. |
| ACCT-804 | Too many sign-in attempts. | Wait a few minutes, then try again. |
| ACCT-805 | This invitation can no longer be used. | Sign in if you already joined, or ask your workspace admin for a new invitation. |
| ACCT-806 | That person is already on the team or already invited. | Check the team list. Nothing more to do. |
| ACCT-807 | That two-factor change cannot be made right now. | Check your two-factor settings in Settings, then try again. |
| ACCT-808 | This mailbox needs to be connected again. | Reconnect the mailbox in Settings. |
| SYS-901 | Something went wrong on our side. | Try again in a moment. If it keeps happening, contact support with this code. |
| SYS-902 | Something with that name already exists. | Pick another name, or use the one that already exists. |
| SYS-903 | That is already done. | Refresh the page to see where it stands. |
| SYS-904 | Someone else changed this at the same moment. | Refresh the page and try again. |
| SYS-905 | That is still running. | Wait for it to finish, then try again. |
| SYS-906 | This file is too large. | Use a smaller file, or split it. |
| SYS-907 | This type of file cannot be used here. | Use one of the file types the page lists. |
| SYS-908 | Too many requests at once. | Wait a moment, then try again. |
| SYS-909 | This link has expired. | Ask for a new link. |
| SYS-910 | That cannot be done in its current state. | Refresh the page, change what it asks for first, and try again. If it still fails, contact support with this code. |
| SYS-911 | A connection this needs is not working. | Reconnect it in Settings, then try again. |
Contacting support
If the FAQ doesn't answer your question:
- Click Ask our team or Contact support on the FAQ page. If you searched first, your search is already filled in as the subject.
- Check your email, pick a Topic, and describe what's happening. The topic list is grouped by area, such as Contacts and leads, Inbox and texts, Calls, Automations, Transactions, Reporting, Team and permissions, Integrations and Claire, with a more exact choice under each, such as Importing contacts or Voicemail. Type in Search topics... to find one in your own words. General question, Something's broken and Other are there too.
- Send it.
The team replies within one business day. You can also reach the support team at homexahelp.com, which opens a Zoom call.
Give us the details
Say which page you were on and what you clicked. A contact's name or the time something happened also helps us find it quickly.
Help & Resources
Yapii also has a Help & Resources page, open to everyone in the workspace, with guides on getting started, AI features, integrations and sequences. Its search looks through both the guides and the FAQ.