Troubleshooting

Most common causes:

1. Your magic URL is older than the latest one - go to the portal dashboard and use the freshest copy
2. Your subscription is Suspended (balance went negative) - top up and it reactivates
3. You typed the wrong password - reset it from the portal Agents page
4. An agent sees "too many login attempts" after several wrong tries - reset their password from the portal, wait a few minutes, and if it still will not clear, open a support ticket and we will unlock it

If none of those apply, open a support ticket from Dashboard > Support and we will look at your platform directly.

Walk through this checklist, in order:

1. Check the clock. The platform will not dial a contact outside permitted local hours (generally 9am to 9pm where the contact lives). If it is early or late in your leads' time zone, dialing pauses until the window opens. This is the single most common cause.
2. Is your calling-credit balance above $0? A red banner on the dashboard means you are out of credit - top up and dialing resumes.
3. Is the campaign Active? Open Dashboard > Campaigns > Edit and check the Active toggle.
4. Are there leads to dial? In Edit campaign > Lead lists, make sure at least one list is switched On and has leads in it.
5. Is at least one agent logged into the campaign? The dialer only dials when agents are available.
6. Is your dial method something other than MANUAL? MANUAL waits for the agent to click.

If everything above checks out and calls still are not going out, open a support ticket.

One-sided or choppy audio is almost always a network issue on the agent side.

Quick checks:

1. Agent internet - run a speed test from the agent's location. Below 5 Mbps up may struggle with multiple concurrent calls.
2. Wired vs Wi-Fi - Wi-Fi is fine for one agent but starts to wobble with several agents on the same network. Wire critical agents.
3. VPN - some VPNs add jitter that kills call audio. Disable on the agent machine to test.
4. Browser - try Chrome or a fresh profile. Old extensions can interfere.

Your dedicated server is on a high-bandwidth backbone. We monitor the platform side closely; in 95%+ of cases the issue is between the agent and us, not on the platform itself.

An agent session can get stuck if a call ended abnormally (network blip, browser crash, etc.).

From the portal Agents page:

• Click on the stuck agent
• Use Kick session (or End session) to force-close it

The agent can then log back in fresh.

If kicking does not free the seat, open a support ticket - we can clear stuck sessions on the platform side.