Common questions and solutions to frequent issues when using the platform.
Cause: You're trying to launch a campaign but haven't created the required components yet.
Solution:
Tip: Follow the setup order: Employees → Groups → Environment → Scenario → Campaign. See Getting Started for a step-by-step walkthrough.
Cause: Your organization's email security is blocking the simulation emails.
Solution — check these in order:
Whitelist the sending IPs in your email gateway:
185.163.125.945.13.104.11Whitelist the domain: the DKIM domain shown in Integrations → Basic SMTP → Config
For Microsoft 365 — configure Advanced Delivery:
For Google Workspace — add the sending IPs to the email whitelist in Google Admin Console
Check DNS records — ensure your phishing domains have correct SPF, DKIM, and DMARC records. Use the Phishing DNS Toolkit in Integrations → Domains
Consider using DMI — Direct Message Injection via Microsoft or Google APIs bypasses email filters entirely. See Integrations
Cause: If you dont use the Microsoft integration,this can cause the recipient's mail client or security settings to block external images.
Solution: If you are not using the Microsoft integration, images will load only if the safe senders have been added . Please contact your internal IT administrator to obtain a specific PowerShell script designed to replicate this behavior and force the images to display correctly.
Cause: The campaign launch time hasn't arrived yet, or the email delivery integration is not configured.
Solution:
Cause: No scenarios have been created for your account yet.
Solution: Go to Scenarios and choose one of three options:
Cause: The URL used for a dynamic landing page may be unreachable, or the page requires JavaScript that couldn't be imported.
Solution:
Cause: The Formation section requires an active Moodle integration to function.
Solution:
Note: Moodle is a separate learning management system. Contact your administrator if your organization doesn't have a Moodle instance.
Solution: Contact your administrator. They can create a new user account or reset your password from Customer Params → User Management.
Cause: Your account has the User role, which doesn't include access to administrative features.
Solution: Ask an administrator to either:
Cause: An administrator has locked your account using the Account Locked toggle.
Solution: Contact your administrator to unlock the account from Customer Params → User Management → edit your user → disable "Account Locked".
Cause: The phishing domain's DNS records are not properly configured.
Solution:
Cause: The webhook endpoint is unreachable or returning errors.
Solution:
Content-Type: application/jsonCause: The integration requires OAuth configuration and admin consent.
Solution:
Cause: The CSV file format doesn't match the expected template.
Solution:
Cause: No campaigns have been launched yet. The dashboard needs campaign data to calculate the security score.
Solution: Create and launch at least one campaign. See Getting Started or Campaigns.
If your issue isn't listed here, contact your administrator or reach out to the support team through your service provider.