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

# Troubleshooting

> Solutions to common issues you may encounter while using Valuez AI.

This page covers the most common issues users encounter on Valuez AI and the exact steps to resolve them. If your issue is not listed here, contact support at [support@valuez.ai](mailto:support@valuez.ai).

***

## Login & Access Issues

<AccordionGroup>
  <Accordion title="I cannot log in to my account">
    **Causes and fixes:**

    1. **Wrong credentials** - Double-check your email address and password. Passwords are case-sensitive.
    2. **Forgot password** - Click **Forgot Password** on the login screen and check your email for a reset link.
    3. **Browser cache** - Clear your browser cache and cookies, then try again.
    4. **Wrong login method** - If you signed up with Google, use **Sign in with Google** instead of email and password.
    5. **Account not verified** - Check your inbox for a verification email from Valuez AI and complete verification before logging in.
  </Accordion>

  <Accordion title="My session keeps expiring">
    Sessions expire automatically after a period of inactivity for security. Log in again to resume. If this happens frequently, avoid leaving the dashboard idle for long periods.
  </Accordion>

  <Accordion title="A team member cannot access their account">
    Verify the following:

    * The invitation email was sent from Team Management → Invite Member
    * The team member accepted the invitation and completed account setup
    * Their access is assigned to at least one agent in Team Management
    * Their account has not been removed from the workspace
  </Accordion>
</AccordionGroup>

***

## AI Agent Issues

<AccordionGroup>
  <Accordion title="My agent is giving wrong or inaccurate answers">
    This is almost always a knowledge base issue. Check the following in order:

    1. Go to **Train Your AI → Knowledge Base Documents** and verify the correct documents are uploaded
    2. Check **Train Your AI → FAQ's List** - if the question has a FAQ entry, verify the answer is correct and up to date
    3. Check **Train Your AI → Business Information** - verify your business details, services, and products are filled in accurately
    4. Go to **Basic Details → System Prompt** and check that Knowledge Base Grounding rules (Section 5) are intact - the agent must be instructed to answer only from the knowledge base
    5. Make a change, save, then use **Test Your AI** to verify the fix
  </Accordion>

  <Accordion title="My agent is not following its instructions">
    This is a System Prompt issue. Check the following:

    1. Go to **Basic Details → System Prompt** and verify the prompt is marked **✓ Validated**
    2. Check that your Responsibilities section lists the specific tasks clearly
    3. Verify that Communication Rules include response length and tone instructions
    4. If you edited the auto-generated template prompt, check that you did not accidentally delete any core sections (4–9)
    5. Test the specific scenario in **Test Your AI → Text to Text** to confirm the behavior
  </Accordion>

  <Accordion title="My agent's greeting message is wrong or missing">
    Go to **Basic Details → Conversation** and verify the **Greeting Message** field is filled in. If it is empty, the agent will not open with a greeting. Save and test again in the Test Your AI tab.
  </Accordion>

  <Accordion title="My agent sounds robotic or unnatural">
    Check the following:

    1. **Response Length** - Go to **Basic Details → LLM Model** and set Response Length to `Short`. Long responses sound unnatural when spoken aloud.
    2. **Rate of Speech** - Go to **Basic Details → Voice** and adjust the Rate of Speech slider. For Indian English, `0.9` is recommended.
    3. **System Prompt** - Check that your Communication Rules do not instruct the agent to use bullet points or numbered lists in responses - these sound robotic when spoken.
    4. **Voice Model** - Click **Play Sample Voice** in the Voice section to preview. Try a different voice model if the current one sounds unnatural.
  </Accordion>

  <Accordion title="My agent's AI Setup Progress is stuck below 100%">
    The progress bar reaches 100% only when all required sections are complete across both **Basic Details** and **Train Your AI**. Check each section in the left sidebar - any incomplete section will not have a checkmark. Fill in all required fields and click Save & Next after each one.
  </Accordion>
</AccordionGroup>

***

## Test Your AI Issues

<AccordionGroup>
  <Accordion title="The Test Your AI chat is not responding">
    Check the following:

    1. Make sure you clicked **Yes** on the privacy consent - the chat input stays disabled until consent is accepted
    2. Complete the name and email onboarding form - the chat unlocks only after submission
    3. Verify your AI Setup Progress bar is not at 0% - a completely unconfigured agent may not respond
    4. Click **Reset** and start a fresh conversation
  </Accordion>

  <Accordion title="Speech to Speech is not working">
    1. Check that your browser has **microphone access** enabled for [app.valuez.ai](http://app.valuez.ai) - look for a microphone icon in your browser address bar
    2. If you denied microphone access, go to your browser settings, find Site Permissions, and allow microphone for this site
    3. Try a different browser - Chrome and Edge have the best support for Speech to Speech
    4. Check that your microphone is not muted at the system level
  </Accordion>
</AccordionGroup>

***

## Integration Issues

<AccordionGroup>
  <Accordion title="My API key is not working">
    1. Verify the key is being passed correctly in the `Authorization: Bearer YOUR_API_KEY` header
    2. Check that you are using the correct key - Agent API keys and STT/TTS API keys are different and not interchangeable
    3. Verify the endpoint access is set to **Access** (not No Access) for the mode you are using - Text to Text or Speech to Speech
    4. Check if the key has a monthly credit limit set and whether it has been reached
    5. If the key was deleted, generate a new one from Integrations
  </Accordion>

  <Accordion title="I lost my API key and cannot find it">
    API keys are only shown once at the time of creation. If you have lost your key, go to **Integrations**, find the integration card, delete it, and create a new one. Update your application or website with the new key immediately.
  </Accordion>

  <Accordion title="My website widget is not showing">
    1. Verify the embed code was pasted in the correct location in your website's HTML - typically before the closing `</body>` tag
    2. Check that the website URL in your integration matches the domain where you pasted the code
    3. Clear your website cache and hard refresh the page
    4. Check your browser console for JavaScript errors that may be blocking the widget from loading
  </Accordion>
</AccordionGroup>

***

## Call Log Issues

<AccordionGroup>
  <Accordion title="I cannot see any calls in Call Logs">
    Call Logs only appear after a conversation has taken place. If you have not yet run a test via **Test Your AI** or connected a live integration, the logs will be empty. Run a test conversation first and refresh the page.
  </Accordion>

  <Accordion title="My call logs show very high credit usage">
    High credit usage per conversation usually means the agent is giving very long responses. Go to **Basic Details → LLM Model** and reduce the **Response Length** setting to `Short`. Also check the System Prompt - if it instructs the agent to give detailed explanations, shorten those instructions.
  </Accordion>

  <Accordion title="The latency gauge shows a high number">
    Latency above 1000ms may affect call quality. This can be caused by:

    * A high Response Length setting - reduce it in Basic Details → LLM Model
    * A very long or complex System Prompt - simplify it
    * Network issues on the caller's end
    * High server load — check platform status

    If latency is consistently high, contact support at [support@valuez.ai](mailto:support@valuez.ai) with the Conversation IDs from your Call Logs.
  </Accordion>
</AccordionGroup>

***

## Platform & Account Issues

<AccordionGroup>
  <Accordion title="My credits are running low or exhausted">
    Check your remaining credits at the bottom left of the dashboard sidebar. If credits are exhausted, you will see a warning. Go to **Billings** to top up or upgrade your plan. Until credits are restored, new conversations may not process.
  </Accordion>

  <Accordion title="I am not receiving notification emails">
    Check your spam or junk folder for emails from Valuez AI. Add [support@valuez.ai](mailto:support@valuez.ai) to your safe senders list. If you invited a team member and they did not receive the email, ask them to check spam and resend the invitation from Team Management.
  </Accordion>

  <Accordion title="The dashboard is showing no data">
    Check the time range filter at the top right of the dashboard - it may be set to a period with no activity. Switch to **7 Days** or **30 Days** to see historical data. Also check the **All Agents** filter to make sure you are not filtered to a specific agent with no activity.
  </Accordion>
</AccordionGroup>

***

## Still Need Help?

If your issue is not covered here or persists after following the steps above:

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope" href="mailto:support@valuez.ai">
    Send a detailed description of your issue to [support@valuez.ai](mailto:support@valuez.ai). Include the Conversation ID from Call Logs if the issue is agent-related.
  </Card>

  <Card title="Check API Status" icon="signal" href="https://status.valuez.ai">
    If the platform seems down or unresponsive, check the real-time status page before contacting support.
  </Card>
</CardGroup>