> ## Documentation Index
> Fetch the complete documentation index at: https://docs.dialtu.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> The things that actually go wrong, and what to do about each

## Organizations

<AccordionGroup>
  <Accordion title="An organization says Admin invite pending and nobody can sign in" icon="triangle-exclamation">
    The first admin's invitation failed while the organization was being created. The
    organization exists but **its members are blocked from signing in entirely** — this isn't a
    cosmetic warning.

    **Fix:** the row's menu → **Retry admin invite**.
  </Accordion>

  <Accordion title="Creating an organization is refused" icon="ban">
    You've hit the maximum number of organizations on your own Dialtu plan. Your own workspace
    doesn't count toward the limit, so the number you see in the list is the number that counts.

    **Fix:** upgrade your plan, or delete an organization you no longer serve.
  </Accordion>

  <Accordion title="I deleted an organization but its phone number is gone too" icon="hashtag">
    Deleting doesn't release numbers. The number is still assigned to the deleted organization.

    **Fix:** contact Dialtu to recover it. Next time, move the number back to your pool
    **before** deleting.
  </Accordion>

  <Accordion title="I need to rename an organization's slug" icon="pen">
    You can't. The slug is fixed at creation; only the display name can change.

    **Workaround:** create a new organization with the right slug and move the users across.
    There's no data migration between organizations, so do this early or not at all.
  </Accordion>
</AccordionGroup>

## Credits

<AccordionGroup>
  <Accordion title="A client says their AI has stopped responding" icon="robot">
    Check their **Credits** column. At zero, all AI work stops — calls, WhatsApp and SMS
    replies, Atlas, Salesflow's orchestrator, Insight briefs.

    **Fix:** Grant or Refill their allowance, or wait for the monthly reset.
  </Accordion>

  <Accordion title="Granting an allowance is refused" icon="credit-card">
    You need a **default payment method on file**, even though granting an allowance doesn't
    charge you.

    **Fix:** add a card to your account, then retry.
  </Accordion>

  <Accordion title="Credits I granted vanished at the start of the month" icon="calendar">
    Working as designed, though it surprises everyone. The monthly refresh **resets** the
    allowance to the plan's included credits — it doesn't add to it. A one-off grant made
    mid-cycle is overwritten, and unused credits don't carry over.

    **If you need a permanent increase**, move that organization to a plan with more included
    credits rather than granting extra each month.
  </Accordion>

  <Accordion title="My pool went negative" icon="arrow-trend-down">
    Your organizations kept working after the pool emptied — Dialtu doesn't cut clients off
    mid-conversation. The usage shows in your feed as **Usage — pool exhausted** and the amount
    is owed.

    **Fix:** top up. Then set auto-refill so it doesn't recur — and check whether you hit your
    auto-refill **monthly cap**, which silently stops the top-ups.
  </Accordion>

  <Accordion title="Auto-refill has stopped firing" icon="rotate">
    Most likely the monthly cap. Look for an **Auto-refill capped** entry in the pool feed.

    Also check: the threshold has to be **lower** than the target, and a card must be on file.
  </Accordion>
</AccordionGroup>

## Domains

<AccordionGroup>
  <Accordion title="My domain is stuck at Deploying CDN" icon="hourglass">
    Nearly always the **second DNS record**. The certificate validates off the first one, so
    setup gets that far with only one record in place — then waits indefinitely for the alias
    record pointing at the CDN.

    **Fix:** add the second CNAME. Deployment finishes 5–15 minutes after it resolves.
  </Accordion>

  <Accordion title="My domain setup says Failed" icon="circle-xmark">
    The DNS records weren't found within 72 hours.

    **Fix:** add the records, then **Check status** — it resets and retries. You don't need to
    start over.
  </Accordion>

  <Accordion title="My registrar won't accept a CNAME on my main domain" icon="ban">
    Expected — most registrars reject CNAMEs at the apex.

    **Fix:** use a subdomain like `app.yourcompany.com`. Only override this if your DNS provider
    supports CNAME flattening or ALIAS records.
  </Accordion>

  <Accordion title="Invitations still link to the dialtu.com address" icon="link">
    The switch happens when the domain goes **Live**, not when you add it.
  </Accordion>
</AccordionGroup>

## People

<AccordionGroup>
  <Accordion title="I can't set someone's role" icon="user-lock">
    They haven't signed in yet. Roles can only be assigned after a first sign-in — until then
    they show as **Pending sign-in**.

    **Fix:** wait for them to accept, then set the role.
  </Accordion>

  <Accordion title="Someone can't find WhatsApp in the menu" icon="whatsapp">
    They're not an Admin. None of the built-in Member, Sales or Support roles include WhatsApp
    access, so the section is hidden entirely.

    **Fix:** make them an Admin, or create a custom role that includes the WhatsApp permissions.
  </Accordion>

  <Accordion title="An invitation never arrived" icon="envelope">
    Three common causes:

    * **They already have an account** on your platform — no email is sent; the workspace just
      appears in their switcher.
    * **The link expired** — they last 72 hours. Resend it.
    * **A sandbox warning** on your Sending domain tab means delivery to new recipients is
      limited. Contact Dialtu.
  </Accordion>

  <Accordion title="Password reset ends on an error page" icon="key">
    A known rough edge. The password has usually been changed successfully despite the error.

    **Fix:** go to your dashboard address directly and sign in with the new password, rather
    than following the link on the error page.
  </Accordion>

  <Accordion title="Someone isn't in the member list" icon="user-slash">
    Either they were removed and haven't signed in since — they reappear after their next
    login — or they haven't accepted their invitation yet and you're looking at the wrong list.
  </Accordion>
</AccordionGroup>

## Capacity

<AccordionGroup>
  <Accordion title="Calls are being rejected even though limits look fine" icon="phone-slash">
    Concurrent calls are **one shared pool** across all your organizations plus your own
    workspace. Per-organization limits divide that pool; they don't add to it.

    If four organizations are each set to 10 and your plan allows 20, you are deliberately
    oversubscribed — and on a busy afternoon, calls will be turned away.

    **Fix:** upgrade your plan for real capacity, or lower the per-organization limits so they
    fit within it.
  </Accordion>
</AccordionGroup>

## Branding

<AccordionGroup>
  <Accordion title="My login page is still Dialtu purple" icon="palette">
    Nothing is pre-filled — new accounts start on default colours with no logo.

    **Fix:** Settings → Customization. Set the theme and upload a logo. Both push to the login
    page automatically.
  </Accordion>

  <Accordion title="My favicon shows in the app but not on the login page" icon="star">
    A known limitation. The favicon currently applies to the dashboard tab only, despite the
    panel implying otherwise. Nothing you can do — the logo and colours do reach the login page.
  </Accordion>

  <Accordion title="A client wants their own logo inside their workspace" icon="building">
    Not possible. Organizations inherit your brand — that's the point of the model. There's no
    per-organization branding.
  </Accordion>
</AccordionGroup>

## Still stuck

<Card title="Contact support" icon="life-ring" href="mailto:support@dialtu.com">
  Include the organization name and, where relevant, what the status column says.
</Card>