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

# Troubleshooting

> Fixes organized by symptom, not by feature.

## 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](/white-label/custom-email) provider connection and test it.

## 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](/running-your-agency/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.

## 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](/integrations/vapi) or [Retell AI](/integrations/retell) for provider-specific steps.

## 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.

## 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](/white-label/agency-branding).

## 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](/white-label/custom-domain) for the full troubleshooting reference.

## Client balance or billing issues

* Confirm whether the client is on per-minute or package billing. See [Pricing Models](/billing/pricing-models).
* Check whether **Credits** are fully consumed and **Balance** is low or at \$0. See [Wallet & Credits](/billing/wallet-credits).
* Adjust alert thresholds under [Notifications](/running-your-agency/notifications) to catch this earlier next time.

## 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](/integrations/gohighlevel).

## Related Articles

* [Frequently Asked Questions](/help/frequently-asked-questions): conceptual questions, not symptom-based fixes
* [Contact Support](/help/contact-support): when nothing here resolves it