Common Issues & Solutions

Even the best platforms occasionally have issues. Moreover, most problems have simple solutions. In this guide, we’ll cover the most common issues and how to fix them quickly.

[Screenshot: Troubleshooting dashboard with diagnostic tools] Alt text: VoxPria troubleshooting interface showing system status and diagnostics

Campaign Issues #

Issue: Campaign Won’t Start #

Symptoms: Campaign shows “Queued” but calls don’t begin.

Common Causes & Solutions:

• Insufficient Credits
  • Check balance in top-right corner
  • Add credits via BILLING → Billing & Credits
• No Phone Number Assigned
  • Go to campaign settings
  • Assign a caller ID number
  • Purchase number if needed
• No Contacts in List
  • Verify contacts are assigned to campaign
  • Import or add contacts
• Outside Call Window
  • Check campaign schedule settings
  • Verify current time is within allowed hours

Issue: Low Answer Rate #

Symptoms: Most calls go unanswered.

Solutions:

• ✅ Call during optimal hours (10 AM – 4 PM local time)
• ✅ Use local area code numbers
• ✅ Avoid early morning and late evening
• ✅ Clean your contact list of old/invalid numbers
• ✅ Try different days (Tuesday-Thursday typically best)

Call Quality Issues #

Issue: Choppy or Garbled Audio #

Symptoms: Recordings sound distorted or broken.

Solutions:

• Check System Status
  • Visit status.voxpria.com
  • Verify no ongoing issues
• Test Different Number
  • Call your personal phone to test
  • If clear, issue is with specific contacts
• Verify Voice Settings
  • Some voices perform better than others
  • Try different voice in BUILD → Voices

Issue: Agent Not Understanding Responses #

Symptoms: Agent repeatedly asks same question or misunderstands answers.

Solutions:

1. Train Agent Better
   • Add more example phrases
   • Include common variations
   • Train intents properly
2. Simplify Questions
   • Make questions more direct
   • Offer multiple choice when possible
   • Avoid complex phrasing
3. Increase Wait Time
   • Give customer more time to respond
   • Adjust in agent settings

Contact Import Issues #

Issue: CSV Import Fails #

Symptoms: Error when uploading CSV file.

Solutions:

• Check File Format
  • Must be .csv file (not .xlsx)
  • Save as CSV in Excel/Sheets
• Verify Phone Number Format
  • Must start with + (plus sign)
  • Include country code
  • Example: +15551234567
• Check Column Headers
  • First row must have field names
  • Use lowercase with underscores
  • Example: phone_number, first_name
• File Size Limits
  • Max 10MB or 50,000 rows
  • Split large files into smaller batches

[Screenshot: CSV import error message with solution hints] Alt text: VoxPria CSV import error showing validation issues and fixes

Payment & Billing Issues #

Issue: Payment Declined #

Symptoms: Credit card payment fails.

Solutions:

1. Verify Card Details
   • Check card number is correct
   • Verify expiration date
   • Confirm CVV code
   • Ensure billing address matches
2. Check with Bank
   • Call your credit card company
   • May be fraud protection block
   • Authorize the charge
3. Try Different Payment Method
   • Use different card
   • Try PayPal instead
4. Contact Support
   • Email billing@voxpria.com
   • Support can process manually

Issue: Credits Deducted Incorrectly #

Symptoms: More credits used than expected.

Solutions:

1. Check Transaction History
   • Go to BILLING → Transaction History
   • Review each deduction
   • Verify against campaign stats
2. Remember Retry Attempts
   • Each retry costs credits
   • Check campaign retry settings
3. International Calls
   • Cost more than domestic
   • Verify destination countries
4. Report Discrepancies
   • Contact billing@voxpria.com
   • Include transaction IDs
   • Credits refunded if error confirmed

Login & Access Issues #

Issue: Forgot Password #

1. Go to login page
2. Click “Forgot Password?”
3. Enter your email address
4. Check email for reset link
5. Click link and set new password

Issue: Account Locked #

Causes: Too many failed login attempts or payment issues.

Solution: Contact support@voxpria.com with your account email. Response within 1 hour during business hours.

Flow & Automation Issues #

Issue: Webhook Not Triggering #

• Check Webhook URL
  • Must be HTTPS (not HTTP)
  • Verify URL is correct
  • Test endpoint is accessible
• Review Event Settings
  • Correct event selected?
  • Webhook enabled/active?
• Check Execution Logs
  • FLOW AUTOMATION → Execution Logs
  • See error messages
  • Verify your endpoint responded 200

Getting Additional Help #

If these solutions don’t resolve your issue, we’re here to help. Moreover, support is available multiple ways:

• Live Chat – Click chat icon in bottom-right corner
• Email Support – support@voxpria.com (response within 4 hours)
• Priority Support – For Enterprise customers (response within 1 hour)
• Documentation – Search help center for detailed guides
• Status Page – status.voxpria.com for platform status

Best Practices to Avoid Issues #

• ✅ Test Before Launching – Always test campaigns with small samples
• ✅ Monitor Credits – Keep balance above minimum
• ✅ Clean Contact Lists – Remove invalid numbers regularly
• ✅ Update Payment Info – Keep cards current
• ✅ Check System Status – Before troubleshooting extensively
• ✅ Document Changes – Note what you changed and when

Related Articles:

• System Status & Outages
• Contacting Support
• Frequently Asked Questions