Troubleshooting Common Problems
Fixes for sign-in, sending and other common problems.
"You were signed out"
Only one device can be signed in at a time. Changing your password or email, or turning 2FA on or off, also signs you out. Sign in again.
"Too many failed sign-in attempts"
Wait the minutes shown, then try again. Forgot your password? Use Forgot Password?
My 2FA code is rejected
Check your phone's clock is set automatically. Lost your phone? Use Use a Recovery Code. No codes left? Ask your administrator.
A page or menu item is missing, or I see "Access restricted"
Your role doesn't include it. Ask your administrator. See Roles and Permissions.
My message didn't send
The reply box shows why. Common causes: no consent, a STOP reply, quiet hours or a message limit. See Why Was My Message Blocked?
The AI didn't answer a question
The knowledge base may not cover it, or it's a sensitive topic. Check Agent > Escalations and the Gaps tab in Settings > Knowledgebases.
The chat widget doesn't show on my website
- Your domain must be in Allowed Websites on the agent.
- The embed code must be pasted before
</body>. - After New key, paste the new embed code.
- Check the widget is active and its page rules include that page.
I'm not getting calls
Check Available for calls in your avatar menu and Settings > Call Settings.
Ava says she's unavailable
She's switched off or has reached today's AI limit. Try again later.
Still stuck?
Ask your administrator. Admins can contact Axiever support.