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Troubleshooting

The problems people actually run into, and what fixes them. Each is written as the problem you would describe, so search finds it.

My email is going to spam

  1. Check that every required record still verifies under Email addresses in your CRM. A record edited later for some other purpose is the most common cause.
  2. Make sure the domain has only one SPF record. Two SPF records are treated the same as none.
  3. Stop sending to addresses that bounce. Repeated bounces damage a domain’s reputation quickly.
  4. Add a DMARC record at p=none and read the reports it produces. They usually name the problem.

More detail: Add your domain.

A DNS record will not verify

The customer portal shows a certificate warning

If your DNS is on Cloudflare, the CNAME for your portal address must be set to DNS only, not proxied. A proxied record stops the certificate from being issued, and the result is a portal that shows a warning, or a Cloudflare error 525.

Switch the record to DNS only, then run Check CNAME record and Check TXT record again under Custom domain. The certificate is issued automatically once both pass. More detail: The customer portal.

I keep being asked for a sign-in code

A code is sent when you sign in from a browser we do not recognise. Choose to remember the device when you enter the code, and that browser will not ask again for 30 days.

Clearing your cookies, using a private window, or switching browser makes the device unrecognised again, so you will be asked for a fresh code.

My sign-in code has not arrived

A team member cannot see a section

Sections a person has no permission for are hidden rather than shown and refused. If a colleague can see something another cannot, the difference is a permission on their team membership, which can be changed under Team. More detail: Team & permissions.

My customer cannot see their tickets or invoices in the portal

What somebody sees in your customer portal is scoped to the company they belong to. If their portal account is not attached to the right company, or the ticket or invoice is recorded against a different one, it will not appear for them. Check both on the company’s record in your CRM.

Calls are not connecting, or the number does not ring

  1. Check your call credit under Voice AI in your dashboard. New calls stop starting when the balance falls below $0.50, and start again the moment you top up.
  2. Check the number still exists under Numbers. A deleted number stops answering straight away.
  3. Check which agent the number is attached to.

A call already in progress when the balance runs low is allowed to finish, and can take the balance up to $5.00 below zero. The shortfall comes out of your next top-up.

The wrong agent answers the phone

Each number answers with the agent chosen when the number was set up. Under Numbers in Voice AI, check which agent that is.

To change what callers hear, edit that agent under Agents: its greeting, voice and instructions can all be changed, and the next call uses them. If a number needs to answer with a different agent altogether, raise a ticket from your dashboard.

I was charged more than I expected for calls

Calls are charged from what each call actually cost, so the rate varies between 13¢ and 58¢ a minute depending on what happened on the call, plus 2¢ per call. Numbers are charged separately, monthly.

Your dashboard shows the month so far with an average cost per minute, and the statement issued at the end of each month lists every call. If a charge still looks wrong, raise a ticket and we will go through the calls with you.

A company iPhone, iPad or Mac is locked to someone’s Apple Account

This is Activation Lock. What you can do about it depends on how the device was enrolled.

To stop it happening again, enroll company devices with Automated Device Enrollment. See Set up Apple Business.

Someone forgot the passcode on a company iPhone or iPad

On a supervised device, your device management service can clear the passcode without erasing anything, and the person then sets a new one. On a device that is not supervised, the only way back in is to erase it, which is one more reason company devices should be enrolled through Automated Device Enrollment.

A company device has been lost or stolen

  1. Lock it and put a callback message on its screen.
  2. Note the last check-in time and location.
  3. Report it, quoting the serial number.
  4. Only then erase it. Erasing first destroys your ability to locate it.

Lock and erase commands are delivered when the device next connects, so a device that is switched off will not act on them until it is back online.

A Windows PC will not join the company account

Check the edition under Settings, System, About. Windows Home editions cannot join Microsoft Entra ID, which is how a PC becomes company-managed. Upgrade it to Windows Pro, then join it. A Home PC can still be registered with a work account, but the company can manage far less of it.

I need a BitLocker recovery key

If the PC is managed with Intune, open it in the Intune admin center and look under its recovery keys, or drill in from the encryption report. The key is only there if the BitLocker policy backed it up to Microsoft Entra ID before encrypting, which is why the setup guide makes that the first setting.

More detail: Set up Microsoft Intune.

A Windows PC shows as not compliant after encryption

BitLocker status is checked when the PC starts. Restart it once after encryption finishes, and it will report as compliant.

Still stuck

Raise a ticket from Support in your dashboard and it comes straight to our team, or call (877) 588-5152.