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Client can’t log in

  • Confirm they’re using the correct dashboard URL (default app.vapify.agency, or your custom subdomain if configured).
  • Confirm their user status is Active, not Invited or Inactive, in the sub account’s Users tab.
  • If they never received their invite email, check your Custom Email provider connection and test it.

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Calls not appearing in Call Logs

  • Confirm the sub account’s Billing Start Date has been set. Call logs never sync before go-live. See Understanding Sub Accounts.
  • Confirm the provider API key is correct and the assistant list has been refreshed.
  • Allow a short delay. Provider-side syncing can lag slightly, especially under rate limits.

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Provider verification fails

  • Re-copy the key(s) from your provider dashboard; trailing spaces are the most common cause.
  • For Vapi, confirm the Private and Public keys aren’t swapped.
  • See Vapi or Retell AI for provider-specific steps.

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Assistant missing from assignment list

  • Confirm the provider API key is saved correctly, then click Refresh Assistant List in the sub account’s Assistants tab.
  • Confirm the assistant actually exists in the correct provider account. Assistants tied to a different provider account won’t appear.

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Branding not appearing

  • Log out and log back in. Logo and favicon changes require this to take effect.
  • Clear your browser cache and confirm file size/format meet the specs in Agency Branding.

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Custom subdomain not verifying or loading

  • Wait for DNS propagation (up to 48 hours); confirm you created a CNAME record, not an A record.
  • See Custom Domain for the full troubleshooting reference.

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Client balance or billing issues

  • Confirm whether the client is on per-minute or package billing. See Pricing Models.
  • Check whether Credits are fully consumed and Balance is low or at $0. See Wallet & Credits.
  • Adjust alert thresholds under Notifications to catch this earlier next time.

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GoHighLevel recordings or menu not showing

  • Confirm the GHL subaccount is correctly mapped to the right Vapify sub account, and the user has relogged in. See GoHighLevel.