---
title: Troubleshooting
description: "The 10 problems people hit most often, from signing in to a failed storage test, each with its fix and the page that covers it."
---

Each entry is one symptom, the cause behind it in most cases, and where to go.
When the fix is not here, the page linked at the end of the entry has a longer
Troubleshooting section.

## 1. You cannot sign in

The email or password is rejected, or you are asked for a code you do not have.

- Wrong password: use **Forgot password** on the login page to reset it.
- Asked for a 6-digit code: you enabled two-factor authentication. Open your
  authenticator app; if you lost it, use one of the backup codes you saved.
- Invited but never signed in: use the link in the invitation email, not the
  login page.

See [Security and 2FA](/account/security-and-2fa) and [Members](/account/members).

## 2. The microphone never activates in the call test

The **Call** test starts but the agent hears nothing, or **Select microphone** is
disabled.

The browser blocked the microphone permission. Reload the page, choose **Call**
again and allow the microphone when asked, or open the site permissions in the
address bar and set Microphone to Allow. Use **Select microphone** to switch the
input if your machine has several.

See [Testing in the browser](/test-and-improve/testing-in-the-browser).

## 3. The agent is silent

The call connects but the agent says nothing.

- **Who talks first** is set to the caller. Under the agent's **Settings >
  Conversation**, switch it to **Agent speaks first** and set a **First
  message**, then **Save**.
- The **First message** is empty while the agent is meant to speak first.

See [First message and conversation](/build/prompting/first-message-and-conversation).

## 4. The agent answers in the wrong language

The agent's **Language** under **Settings** decides how speech is transcribed and
which voices are offered. Change it, pick a voice for that language and save.
The display language on your **Profile** has no effect on agents.

See [Languages](/build/voice-and-audio/languages).

## 5. A call is not in Call Logs

You made a call and **Call Logs** does not list it.

- Check the workspace: the switcher at the bottom of the sidebar. Calls belong
  to the workspace of their agent.
- The **Date Range** filter is narrower than the call; set it to **All Time**.
- A **Status** or **Direction** filter is active; clear it.
- Give it a few seconds and choose the refresh button; browser test calls appear
  with **WEB** as both numbers.

See [Call logs](/operate/call-logs).

## 6. The campaign is not dialing

The campaign is active but **Total Calls** stays at 0.

- **No number assigned**: the campaign has no **Outbound Phone Number**. Add a
  number under **Phone Numbers**, then set it on the campaign.
- Out of hours: **Call Hours** and **Days of Week** are set and the current time,
  in the campaign's **Time Zone**, is outside them. Wait for the window or widen
  it.
- The start date is in the future or the end date has passed.
- The audience is empty: the tags and categories match no contact.

See [Campaign details](/deploy/campaigns/campaign-details) and
[Calling windows and retries](/deploy/campaigns/calling-windows-and-retries).

## 7. A deployment shows Needs setup

The row on **Launch AI Text** carries the **Needs setup** status.

The platform credentials for that channel are missing or failed their test.
Open the deployment and complete the credential step for the platform, then use
its test. Each channel's page lists what it needs.

See [Bot deployments overview](/deploy/bot-deployments/overview).

## 8. A campaign stopped because of insufficient balance

You received the **Campaign Stopped** email and the campaign is no longer running.

The minute balance reached 0. Under **Settings > Billing**, choose **Add
Minutes**, or turn on **Auto-recharge** so it does not happen again. Then resume
the campaign from its details page.

See [Billing](/account/billing).

## 9. The share link or embed says the agent is Private

The **Share Agent** dialog, opened with **Share agent** in the workspace header,
shows **Private - Only you can access this agent** and no link or embed code.

Switch **Agent Visibility** on in that dialog. The status turns to **Public**, and
the **Direct Link** and **Embed Code** appear in the same dialog; anyone with the
link can then reach the agent.

See [Embed code](/deploy/widget-and-embed/embed-code) and
[Share link](/deploy/widget-and-embed/share-link).

## 10. Test Credentials fails on Add Storage

The storage test in **Settings > Storage** reports a failure, or the button stays
disabled.

- Disabled: a required field is empty. **Endpoint URL**, **Access Key ID**,
  **Secret Access Key** and **Bucket Name** are needed to test; **Display Name** is
  needed to save.
- Fails: the endpoint is for another region or has a typo; the key pair cannot
  write to the bucket; the bucket name is wrong; the provider needs the **Region
  Code**. Fix one thing at a time and test again.

See [Storage](/account/storage).

## Related

- [Launch checklist](/test-and-improve/launch-checklist)