Troubleshooting
The most common setup problems and exactly how to fix them.
The problems agencies run into most often, what causes them, and how to fix them. Messages in quotes are the exact text you'll see in the product. Each fix links to the full guide.
Plans and “Upgrade to continue”#
Actions that cost money check two subscriptions: yours with Wozena, and the client's with you. When one is missing, you'll see an “Upgrade to continue” window with the reason.
| Message | Cause | Fix |
|---|---|---|
| “An active subscription is required for this action” | Your Wozena plan isn't active. | Subscribe or fix your payment in Plan & Billing. Your Wozena plan |
| “An active client subscription is required for this action” | The client this agent, number or campaign belongs to hasn't subscribed. | Send a payment link or activate a free plan from the client's Billing tab. Billing clients |
| “Your plan does not include this capability” | The feature (for example campaigns, integrations or custom domains) isn't on your Wozena plan. | Upgrade in Plan & Billing. |
| “Your plan's limit for … has been reached” | You've hit your plan's limit for clients, agents or seats. | Archive what you don't need, or move to a larger plan. |
| “A client capability cannot exceed the agency plan” | You tried to turn on a client access control your own plan doesn't include. | Upgrade your plan first, then grant it. |
| A menu item is missing inside a client | That client's access controls or plan don't include the feature. | Check the client's Access controls. |
Retell and agents#
| Symptom | Cause | Fix |
|---|---|---|
| Retell rejected the key | The key was mistyped, revoked, or belongs to another Retell workspace. | Copy the key again from Retell's API keys page and paste it into Provider Connections. Connect Retell |
| Calls happen but nothing shows up in Calls | The connected key isn't the one tagged Webhook in Retell, so call events are rejected. | In Retell, tag your key as the webhook key (or use the Webhook-tagged key), then click “Replace key”. |
| “Voice provider not connected” | No Retell key is connected. | Connect Retell in Provider Connections. Only the agency owner can do this. |
| “No voices are available from your provider” | Your Retell account has no voices the agent can use. | Add a voice in Retell, then create the agent again. |
| “Add a prompt before publishing” | The agent's prompt is empty. | Write the prompt, then publish. Build an agent |
| “Last publish failed” | The deploy to Retell failed. The agent stays in draft. | Fix what the message says and publish again. Test and publish |
| Can't place a test call | Voice test calls need a plan and role that can place calls. | Ask an admin to enable calling, or use the text chat in Test, which needs no calling. |
| The agent is in the wrong client | Agents can't be moved between workspaces. | Use “Duplicate agent” to copy it into the right client, then delete the original. Duplicate an agent |
| “Your voice provider key stopped working” | Our daily check found Retell rejects your key (it was revoked or deleted). Calls, publishing and number sync are paused. | Replace the key in Provider Connections. Connect Retell |
| An imported Retell agent fails with “Multi-state … aren't supported” | The builder supports single-prompt agents and conversation flows. | Flatten it to a single prompt in Retell, then import again. |
Phone numbers and calls#
| Symptom | Cause | Fix |
|---|---|---|
| My existing Retell numbers aren't listed | Connecting Retell doesn't import numbers automatically. | Click “Sync” on Phone Numbers in the agency-wide view. Phone numbers |
| “… isn't published to your voice provider yet” | You routed a number to a draft agent. | Publish the agent, then save routing again. |
| “Assign this number to the agent's client before configuring its inbound routing.” | The number is in your agency pool, but the agent belongs to a client. | Use “Reassign client” on the number's Settings tab first. |
| A number stopped routing after changing the Retell key | The new key is for a different Retell account, which doesn't have the number. | Restore the original key, or import the number again on the new account. |
| “You have reached the calling limit for this plan” | The client hit the overage cap on their plan. | Raise the cap on the plan or for that client, or move them to a larger plan. Billing clients |
| “You have reached the phone-number limit for this plan” | The client has used their included and capped extra numbers. | Raise the client's number cap or upgrade their plan. |
| Can't delete an agent | A phone number still routes to it. | Point that number at another agent first. |
Stripe and billing#
| Symptom | Cause | Fix |
|---|---|---|
| Can't create a client plan | Stripe isn't connected. | Connect Stripe in Provider Connections. Connect Stripe |
| Stripe key rejected during connect | A restricted key without permission to create webhook endpoints (or other required resources). | Use a standard secret key, or give the restricted key the permissions listed in the Stripe guide. |
| Client paid, but the workspace still says Awaiting payment | Stripe events aren't reaching us, or the checkout was abandoned. | Check the Stripe connection health panel and replay failed events. If the client never paid, click “Cancel pending” and send a new link. |
| Payment link wasn't emailed | The client has no client admin yet. | Invite a client admin, or copy the link and send it yourself. |
| I need to change a plan's price | Price, currency and interval are fixed once created. | Click “Duplicate”, set the new price, then move clients across. Client plans |
| Usage isn't on the client's invoice yet | Usage is added hourly and collected on the next invoice. Multiplier plans wait for Retell to report the call cost. | Check the usage ledger in Client Billing. Rows marked pending retry automatically. |
| A plan link says “This plan is not available” | The plan is archived or Internal only, or client self-signup is off. | See Plan links and storefront. |
Custom domains and email#
| Symptom | Cause | Fix |
|---|---|---|
| “No CNAME found yet” | The record is missing, has the wrong name, or hasn't reached us yet. | Check the name (subdomain label vs full hostname) and the target. Remove any A or AAAA record on the same name. Custom domains |
| “Certificate failed” | The certificate couldn't be issued for this hostname. | Remove the domain and add it again. |
| The root domain (youragency.com) won't verify | Root domains can't use a normal CNAME. | Use a subdomain such as portal.youragency.com, or your DNS provider's ALIAS, ANAME or CNAME flattening. |
| Sign-in doesn't work on my domain | The domain isn't verified yet. Until then it shows a neutral page. | Wait for verification to finish, then try again. |
| Email domain shows “Not verified yet” | DNS records are missing or haven't propagated. | Add every record exactly as shown, wait a few minutes, then click “Verify”. Email and sending domain |
| Client replies to emails don't reach me | No Reply-to is set on the email domain. Your support email isn't used as Reply-to. | Edit the sending settings on the email domain and add a Reply-to. |
| New branding isn't showing on the sign-in page | Signed-out pages are cached for a few minutes. | Wait about five minutes and refresh. |
Clients, invites and sign-in#
| Symptom | Cause | Fix |
|---|---|---|
| “This invite is for a different account” | The invitee is signed in with another email. | Click “Sign out & switch account” and sign in with the invited email. |
| “Invitation problem” | The link has expired (after 7 days), was revoked, was already used, or was replaced by a newer invite. | Resend or re-invite. Team, roles and invites |
| “Please verify your email first” | The account's email isn't verified. | Open the verification email, or request a new one from the sign-in page. |
| “Too many sign-in attempts” | Several attempts in a short time. | Wait about a minute, then try again. |
| No “Continue with Google” on my portal | Google sign-in is only offered on the main Wozena sign-in page, not on agency domains. | Clients sign in with email and password. |
| A client user can't use a feature you can | That client's access controls keep the feature for you to manage. They restrict only the client's own users, never you. | Turn it on in the client's Access controls if they should self-serve it. |
| “Cancel this client's subscription before archiving it.” | The client still has a live subscription (or a pending payment link). | Cancel it on the client's Billing tab, then archive. Archive and restore |
| “This client is archived” | Archived clients can't receive new resources. | Restore the client from Clients. |
Integrations and automations#
| Symptom | Cause | Fix |
|---|---|---|
| An agent can't see the client's CRM or calendar | The connection was made agency-wide, not inside the client's workspace. | Connect it for that client: choose the client under Workspace when connecting. CRMs and calendars |
| “The provider rejected this credential” | The token is wrong, expired, or lacks access. | Create a new token with the right access and use Rotate token. |
| A connection shows Needs attention | The daily check or a live request failed. | Click Retest. If it still fails, rotate the token. |
| Can't disconnect an integration | Agents, automations or sync links still use it. | Unwire it from those agents and remove the automations and sync links first. |
| An automation never runs | Its conditions don't match. Call outcome only tells successful from unsuccessful calls. | Use an Analysis field condition for business outcomes, and dry-run it against a recent call. Post-call automations |
| A webhook URL is rejected | The URL must be public HTTPS, with no credentials or fragment. | Use your automation tool's public webhook URL. Webhooks |
| Calendly reschedules fail | Calendly bookings can't be rescheduled over the phone. | The agent offers to cancel and rebook instead. In-call tools |
Contacts and campaigns#
| Symptom | Cause | Fix |
|---|---|---|
| Imported contacts landed in the wrong place | On the Contacts page, imports go to the workspace you're in. | Switch into the client first, or import from the campaign builder. Contacts and campaigns |
| Tags from my CSV are merged into one | CSV tags are separated with | or ;, not commas. | Fix the separator and import again. Existing contacts are updated, not duplicated. |
| Do-not-call numbers from my CSV are still dialable | The column isn't named dnc or do_not_call, or its values aren't 1, true, yes, y, x or dnc. | Rename the column or fix the values and import again, or select those contacts and use Mark DNC. |
| “This campaign's agent isn't ready to place calls” | The agent isn't published. | Publish the agent, then start the campaign. |
| “This campaign has no phone number to dial from” | No number is assigned to the campaign's client. | Buy or import a number and assign it to that client. |
| Contacts show Skipped | They're on a do-not-call list, or were called too recently. | Check the contact's DNC status and the campaign's recent-contact cooldown. |
Still stuck?#
Use the help box at the end of this page to reach support, or chat with Ada, our support agent. It helps to include:
What to send support
The page you were on, the exact message you saw, the client name (if any), and roughly when it happened. Never send API keys or passwords. We never need them.
Stuck? Ask Ada or email support, or check Troubleshooting.