Common Issues

Solutions to frequently encountered issues across the Voxvaani platform.

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Use Ctrl+F to search this page for your specific error message or symptom. The sections are organized by category — if you are not sure which section applies, skim the headings first.

Quick Diagnostic Checklist

Before diving into specific solutions, run through these five checks. They resolve the majority of issues:

Refresh and clear cache — Press Ctrl+Shift+Delete, clear cached images and files, restart the browser
Verify your resource balance — Check Wallet; campaigns cannot run with zero balance
Check your internet connection — Confirm other websites load; rule out VPN or firewall blocking
Try incognito/private mode — Browser extensions (ad blockers, privacy tools) often interfere with API calls
Confirm provider configuration — Visit Settings and verify SIP, SMTP, and API keys are saved

Cannot Log In

Possible Cause	Solution
Incorrect password	Use the Forgot Password option or contact your administrator
Account suspended	Contact your administrator to reactivate your account
Browser cache	Clear your browser cache and cookies, then try again
Wrong URL	Ensure you are using the correct Voxvaani instance URL
Caps Lock enabled	Check that Caps Lock is off — passwords are case-sensitive

💡 Clearing Browser Cache

A stale browser cache is one of the most common causes of login failures and UI glitches after platform updates. To clear cache:

Chrome/Edge: Press Ctrl+Shift+Delete, select “Cached images and files”, set time range to “All time”, click “Clear data”. Restart the browser.

Firefox: Press Ctrl+Shift+Delete, select “Cache”, click “Clear Now”. Restart the browser.

Safari: Preferences > Privacy > Manage Website Data > Remove All. Restart the browser.

If issues persist after clearing cache, try an incognito/private window to rule out extensions interfering.

Session Timeout

Voxvaani sessions expire after a period of inactivity for security. If you are repeatedly logged out:

Check if you are using the “Remember Me” option during login
Sessions typically expire after 2-4 hours of inactivity (configured by your administrator)
Avoid using Voxvaani in multiple tabs with different accounts — this can cause session conflicts
Browser “restore previous session” features may load expired sessions; log out and log back in

Password Reset Email Not Received

If you requested a password reset but did not receive the email:

Check your spam or junk folder — password reset emails are sometimes misclassified
Wait up to 5 minutes — email delivery may be delayed by your mail server
Verify you entered the correct email address — the same one registered on your account
Contact your administrator if the issue persists — they can trigger a manual reset

Resources & Billing

Campaign Won’t Start

Possible Cause	Solution
Insufficient balance	Check your wallet and purchase resources if needed
Provider not configured	Verify your settings are complete
No active phone number	Purchase or activate a phone number
Campaign outside schedule window	Check the campaign’s schedule configuration — it may be set to a future date or restricted hours
Contact list empty	Verify the assigned contact list or segment has active contacts

Balance Not Updating

Refresh the dashboard page (F5 or Ctrl+R)
Wait up to 60 seconds for the dashboard cache to refresh; the Balance API returns real-time data immediately
Check transactions for confirmation of the expected deduction
If a payment was completed but balance hasn’t updated after 15 minutes, contact support with the Razorpay transaction ID

Payment Completed but Resources Not Credited

This can happen due to payment gateway delays or sync issues:

Wait 15 minutes — Razorpay settlements may experience processing delays
Check your bank/card statement to confirm the amount was actually debited
Save the Razorpay transaction ID from the payment confirmation page or email
If not resolved after 30 minutes, submit a support ticket with the transaction ID, amount, and timestamp

Browser & Performance

Page Not Loading

Clear browser cache and cookies
Disable browser extensions (especially ad blockers and privacy tools)
Try a different supported browser (Chrome, Firefox, Safari, Edge)
Check your internet connection — use a tool like ping or nslookup to verify DNS resolution
Check if your corporate firewall or VPN is blocking the Voxvaani domain
Contact support if the issue persists across multiple browsers and networks

Browser-Specific Issues

Browser	Known Issue	Workaround
Chrome	Extensions (ad blockers, privacy tools) may block API calls	Try incognito mode or disable extensions
Firefox	Strict tracking protection can block Meta OAuth popups	Set Enhanced Tracking Protection to “Standard” for the Voxvaani domain
Safari	Intelligent Tracking Prevention may clear localStorage	Add Voxvaani to Safari’s website preferences as allowed
Edge	Enterprise group policies may restrict websocket connections	Contact your IT administrator to whitelist the Voxvaani domain

Network & Firewall Issues

If you cannot reach the platform at all:

Verify you can access other websites (rule out general internet outage)
Check if your organization’s firewall blocks WebSocket connections (used for real-time dashboard updates)
Try accessing from a different network (mobile hotspot) to isolate the issue
Contact your network administrator to whitelist the Voxvaani domain and its WebSocket port

Dashboard Charts Not Loading

Refresh the page (F5) — chart widgets may fail to initialize on slow connections
Check the date range filter — an extremely narrow or custom range with no data will render empty charts
Disable ad blockers temporarily — some block third-party charting libraries
If only specific charts are affected, the issue is likely data-related; check if campaigns exist in the selected date range

Data & Contacts

Audio Not Playing

Ensure the file is uploaded correctly in Audio Library
Verify the audio format is supported (MP3, WAV, OGG)
Check your device volume and speakers
Test the audio file directly by downloading and playing it locally

Contacts Not Importing

Verify the CSV/Excel file format — the first row should contain column headers
Check for duplicate entries — the import preview screen shows duplicate counts
Ensure required fields (name, phone) are filled for each row
Maximum file size for import is typically 10 MB (check with your administrator)
Phone numbers should be in E.164 format with country code for best compatibility

Data Syncing Issues

If your data appears out of date (contacts, templates, configs):

Manually trigger a refresh: use the “Sync” button if available on the relevant page
For WhatsApp templates, click Sync Templates on the Templates page
For contacts, re-import the file or refresh the contact list page
Wait up to 5 minutes for automated background syncs to complete
If using the API, data is always real-time; the sync delay applies only to the dashboard UI

Features Not Visible

Check with your administrator about Allowed Menus
Some features require specific permissions or higher plan tiers
Log out and log back in after permission changes

Still Stuck?

If none of the above solutions work, contact support or reach out to your administrator.

Before You Submit a Ticket

Check the FAQ — your question may already have a documented answer
Review the Troubleshooting section for your specific symptom
Collect diagnostic information: browser and version, error messages, screenshots, and reproduction steps
Note any recent changes: new extensions installed, network changes, or platform updates

What to Include in Your Ticket

Your browser and version (Chrome 125, Firefox 127, etc.)
The exact URL you were on when the issue occurred
Any error messages (copy the text or attach a screenshot)
Steps to reproduce the issue (click paths, values entered, expected vs. actual behavior)
Campaign ID, transaction ID, or other reference numbers (if applicable)