Common problems

Find the words you see, in bold. If yours is not here, see contact and status.

Everyone

“That email and password do not match. Check them and try again.” Wrong email or password, or the account is disabled. Ask your owner to reset it.
“Too many tries. For your security, wait 60 seconds and try again.” Five wrong passwords lock that email for 60 seconds. Each further wrong password doubles the wait, up to 1 hour. The button counts down (“Try again in 42 s”). See signing in.
“Choose a new password.” You signed in with a temporary password. Nothing else opens until you choose your own, at least 12 characters.
A second-step code is required. The server says “enter the code from your authenticator app”. Contact your workspace owner: only a platform owner can reset two-step sign-in.
Back at the sign-in page, no message. Your session ended. Sessions last 12 hours from your last activity. Sign in again and you return to where you were.

“We cannot reach VoDialer right now” (also “Can’t reach the service” and “Can’t reach the server”). Your connection or the platform is down. Pages may be out of date and the app keeps trying.
“Something went wrong on this page” or “We could not load …” Press Try again. If it keeps happening, tell your admin.
“ is unavailable” (503) and “ did not answer in time” (504, after 30 seconds). A part was busy or restarting. Wait a minute and retry.
“too many requests, slow down” (429). Too many requests in a short time, usually a program using an API key. Wait the seconds it names.

What you see	Meaning
Phones are offline	Calls cannot be placed, listened to or taken over.
AI voice is not configured	Bots cannot speak on calls. Everything else keeps working.
Campaigns and people are not responding	Lists, campaigns and journeys may not load or save.
Safety checks are not responding	Rules cannot be checked, so nobody is dialed.
Dialing is not responding	Campaigns cannot start or pause.
Reports are not responding	Numbers may be out of date.
Integrations are not responding	Connections are on hold. Nothing is lost.

Nothing to fix on your side. Tell your manager.

“This workspace is switched off.” Your company is suspended and nothing can be dialed. Your data is safe. Ask the account owner.
“This part of VoDialer is not part of your plan.” Your plan lacks that feature. Contact your account manager.

“Your browser blocked the microphone. Click the lock icon in the address bar, allow the microphone, then check again.” Allow it, then press Check my microphone. “No microphone was found” means plug in a headset.
“The phones are not answering.” The call service may be restarting. Try again in a few seconds.
“Phones are not set up for the desk.” This workspace cannot take browser calls. Tell your manager.
“We cannot tell who this call was with.” A result cannot be saved. Press Go back to Ready.

When a person is held back, the screen gives one sentence:

What you see	What to do
“This person asked to stop, or someone on your team added the number to your own do-not-call list.”	Do not call.
“We have no record of this person agreeing to be called, so they cannot be dialed.”	Ask your supervisor.
“It is outside the hours this person may be called where they live.”	Wait.
“We cannot tell where this person lives, so we cannot tell when it is safe to call.”	Skip.

A campaign will not start. The screen lists the problems in plain words. Fix each, then press Start again. See start, pause, stop. “The calling service is not answering right now, so nothing was changed” means retry in a minute.
“Dialing stopped. Too many answered calls were dropped.” The dropped-call rate reached 3%. See the dropped-call rule.
“Dialing stopped. There is no caller ID to call from.” Add or activate one on the campaign.
“AI voice is unavailable.” Campaigns that depend on bots will not dial.
“ is not working. Calls cannot use this server.” See media servers.
“N proofs of consent turned away” after an import. Each row says why. Fix them and import again. The people were still added.
“the request body is larger than 10 MB” (413). Limits: 50 MB for lists, do-not-call and consent files, 101 MB for quality uploads, 10 MB otherwise. Split the file.
“Talking to a bot is not switched on here yet.” or “Transcription is waiting for AI to be switched on.” The AI connection is missing. Your work is saved.
“your plan includes N agent seats and all are in use.” Disable someone or ask for more seats.
“the dial mode is not part of your plan.” Pick an allowed mode.

403 csrf. The web app retries once by itself. If it persists, sign in again.
403 impersonation_read_only: “you are viewing this company as a platform operator: the session is read-only.” End the view-as session first. See view as.