ZazaVoice/Docs
PricingDashboard

Troubleshooting

The 12 most common things that go wrong, and how to fix them yourself.

"Login failed" / "Network Error" on sign in

Usually one of:

  1. Backend deploy is in progress. Wait 60 seconds and retry.
  2. Stale Google session. Sign out completely (also sign out of Google in the same tab), then sign in fresh.
  3. Outage on our side. Check status at https://zazavoice.com or email compliance@zazavoice.com.

"Can't delete this voice agent"

The agent is still attached to a campaign, phone number, or workspace. You'll see a specific message naming the campaign — reassign or delete that campaign first, then retry. The "0 calls" badge on the agent card counts call history, not references, so it can mislead you.

"Buy" button doesn't do anything / shows network error

Open browser devtools → Network tab → click Buy again. The actual response tells you what's wrong. Common cases:

  • NEEDS_PAYMENT_METHOD — you're on Trial / PAYG without a card on file. Add a card via Dashboard → Billing.
  • Phone number limit reached — your plan's number cap is hit. Upgrade or release an unused number.
  • Phone numbers not available for AU LOCAL — that country/type pair doesn't have pricing set up yet. Reach out to compliance@zazavoice.com.
  • Twilio regulatory bundle required — AU / EU number purchases need a carrier-side address record. Set this up in your Twilio account first.

Phone number is "Not connected to any agent"

The number is unowned by the AI. Click Connect Agent on the row to pick an agent. Inbound calls won't be answered by AI until this is set (they'll be answered by the carrier's voicemail, which is rarely what you want).

My number can't send SMS

Check the capability badges in the marketplace search before buying. Numbers without an SMS badge are voice-only and can't text. AU and UK local/toll-free numbers are voice-only at the carrier level. To text AU recipients, an alphanumeric Sender ID is the right tool — contact compliance@zazavoice.com if you need this.

If the number HAS the SMS badge but sends still fail:

  1. Check Twilio Console → Messaging → Settings → Geo Permissions — the destination country must be enabled.
  2. Check the recipient hasn't replied STOP (opted out).
  3. Check your monthly SMS quota at Dashboard → Billing.

SMS sent but never delivered

US carriers throttle unregistered A2P SMS aggressively. If you're seeing "SENT" status in the dashboard but recipients say they never got it:

  1. Check 10DLC status at Dashboard → Compliance → SMS Compliance. If NOT_REGISTERED or PENDING, that's the answer.
  2. Some carriers (especially T-Mobile) silently drop unregistered marketing-tone messages. Get registered.

Campaign keeps redialing the same lead

The lead's phone is probably not in E.164 format. We auto-normalize on import, but if the CSV had hidden characters (Unicode middle-dot, smart dashes), normalization can miss. Open the lead in the dashboard, edit the phone field to +1XXXXXXXXXX (no spaces / dashes / dots), save.

Campaign is "Active" but no calls dispatching

Possible causes:

  • Outside TCPA hours — every lead's timezone is outside the campaign's start-end window. Wait for the next valid hour, or widen the hours.
  • Voice quota exhausted — Dashboard → Billing shows the monthly cap hit. Upgrade plan or top up PAYG wallet.
  • From-number can't make outbound calls — releases / capability glitches. Try a different from-number.

AI answers but says nothing

  1. Voice agent toggle is Inactive — flip it on (Dashboard → Voice Agents).
  2. ElevenLabs API quota exhausted (cloned-voice agents only). Contact compliance@zazavoice.com.
  3. Greeting is blank — set one in the agent's Configure page.

AI answers, talks, but the caller can't hear it

Usually a carrier-side codec mismatch. Try calling the number from a different network (cellular vs landline) to rule out the recipient's network. If it persists across networks, contact compliance@zazavoice.com with the call time and number.

Wallet shows the right balance but transactions don't appear in my query

You're querying the wrong organization id. Look up your org via:

SELECT id, organization_id FROM users WHERE email = 'you@example.com';

Then query wallet_transactions for that organization_id.

Stripe webhook delivered 200 OK but my org's tier didn't flip

This used to be a real bug (silent deserialize failure on Stripe API version mismatch); it's fixed. If you see it post-fix:

  1. Check the event ID in Stripe Dashboard → Events.
  2. SSH/portal into psql, check processed_stripe_events for that event ID.
  3. If it's there: the event was processed. The downstream side-effect (tier flip, wallet credit) might have run cleanly — refresh your dashboard.
  4. If not there but Stripe shows 200: contact billing@zazavoice.com with the event ID; we'll investigate.

When to ask for help

Include: your org email, what you tried, the exact UI error message (or a screenshot), and the rough time the issue happened. The more specific, the faster we can help.