Troubleshooting

Find your symptom in the table below and follow the resolution path.

Login & access

Symptom	Likely cause	What to do
"Invalid email or password"	Typo or unconfirmed account	Try password reset; check confirmation email
Can't get past the 2FA screen	Lost authenticator app	Use a recovery code, or contact admin to disable 2FA
"Your account is not active"	Account was discarded	Contact admin to reactivate
Login screen says captcha failed	Browser blocking captcha JS	Try a different browser or disable ad blocker
Email confirmation link expired	Sat on the link too long	Ask admin to resend invitation

Calls

Symptom	Likely cause	What to do
New calls not appearing	Five9 sync delay	Wait 15 min; if still missing, escalate
Recording audio won't play	S3 move job hasn't run yet	Wait 15 min; if still missing, escalate
Call has no disposition	Agent hasn't tagged it yet	Check the With empty disposition filter
Wrong company on a call	Five9 campaign name mismatch	Contact admin to verify Five9 config
Caller phone shows as anonymous	Caller blocked their number	No action — this is expected

Dashboard

Symptom	Likely cause	What to do
All widgets blank	Sync issue or wrong scope	Check the org/company selector; if still blank, escalate
Forecast looks crazy off	Model needs more data	Forecasts improve over time as history accumulates
Spike alert seems wrong	Detector noise	Acknowledge the spike; if consistent issue, escalate
Date range filter doesn't update	Browser cache	Hard refresh (Cmd-Shift-R)

Billing

Symptom	Likely cause	What to do
Invoice past due	Card expired or declined	Update payment method, retry
Invoice amount looks wrong	Rate config or call count	Cross-reference with Calls; escalate to admin
Can't add a payment method	Stripe form error	Try a different card; check browser console for Stripe errors
Charged twice	Stripe webhook retry	Refund the duplicate in Stripe; document

Notifications

Symptom	Likely cause	What to do
Not receiving emails	Wrong address or spam filter	Check email in Settings; check spam
Too many notifications	Default preferences too aggressive	Turn off unwanted types in Settings
Bell count won't go down	Browser cache or sync delay	Refresh; if persists, escalate

Members

Symptom	Likely cause	What to do
Invited person never received email	Spam filter	Check spam; resend invitation
Can't add a member	Permission issue	Confirm you have member-management role
Member can't see calls	Wrong role assigned	Edit member, set correct role

Playbook

Symptom	Likely cause	What to do
Can't edit playbook	Role doesn't permit	Coordinate with CIC contact
Old version of playbook missing	Versioning is recent (Apr 2026)	Versions before that release aren't preserved
Edits don't appear	Browser cache	Hard refresh

CSV exports

Symptom	Likely cause	What to do
Export stuck in Pending	Background job backed up	Wait 30 min; if still pending, escalate
Export Failed	Likely a too-large query	Narrow filters and retry
Download link 404s	Export expired	Re-trigger the export

API integrations

Symptom	Likely cause	What to do
401 Unauthorized	Token expired	Refresh OAuth token
403 Forbidden	Token scope insufficient	Coordinate with admin for new credentials
5xx errors	Portal-side issue	Check Sentry, escalate to engineering
Slow responses	Sync delay or high load	Check Sidekiq dashboard

When all else fails

If your issue isn't here:

Check the FAQ
Check the audit log for the affected record
Contact your CIC contact (see Contact)

Next

FAQ — quick answers to common questions
Contact — who to reach by issue type
On-call Playbook (admin) — admin-side incident response