Troubleshooting FAQ

Here are the situations where people most often feel stuck, with the likely cause and the fix. If a sales rep can’t make calls, follow the A sales rep can’t make calls checklist instead. For sound problems, see Fix audio issues.

Sequences

My contacts disappeared from my sequence.

They’re still there. By default, a sequence only shows contacts that haven’t received a call status or a tag yet. The Active filters line just above the table reminds you of this, with the “Status is empty” and “Tag is empty” filters. Click Clear all next to Active filters to see everyone. You can also filter with the Call status and Tags buttons.

I can’t create a sequence.

A sequence has to be assigned to at least one member: in the creation window, pick at least one person under Who should this sequence be assigned to?. With no member selected, the Create a sequence button does nothing.

If you can’t create sequences at all, an admin can turn on Allow members to create sequences in Configuration > Permissions.

I don’t have an “Export to CSV” button.

Exporting from a sequence is normally limited to workspace admins. An admin can open it up to members in Configuration > Permissions > Allow members to export from a sequence. The Contacts screen itself has no export button.

I want to delete a sequence.

Sequences can’t be deleted, only archived, which keeps their calls. Open the sequence’s ⋮ menu > Archive, then type its name to confirm. To find it again, filter the list on the Archived status, then click Restore in the sequence. See Archive or delete a sequence.

Team and workspaces

My teammate doesn’t show up under “Add a member” in the workspace.

In principle, either they’re not in the organization yet, or they’re already a member of this workspace. If they’re new, invite them first in Settings > Members > Invite, then give them access to the workspace. See Add a sales rep.

My teammate shows as “Deactivated”.

They don’t have a license assigned, or their account was deactivated. In Settings > Members, pick an available license in their License column and use Reactivate account in their ⋮ menu. If every license is taken, add one in Settings > Licenses.

I can’t find a workspace.

The switcher at the top of the left-hand menu only shows workspaces you have access to. An admin needs to check it for you in Settings > Members, in the Workspace column. If that workspace has a failed payment, it may not appear in that list: sort out the payment first (see Invoices and payment).

I want to delete or archive a workspace.

That isn’t self-service: the screen says “This workspace can’t be archived. Contact support”. Contact the Skipcall team through the chat.

CRM and contacts

My CRM sync isn’t bringing anything in.

The key may be invalid, or the sync may have failed. Go to Configuration > Integrations, click the integration’s gear icon and read the Sync history. Reconnect the integration if needed, then run Force a sync. Error messages are explained in Error messages and alerts.

I can’t import from HubSpot.

HubSpot isn’t connected to this workspace. Click Connect HubSpot in the import window, or connect it in Configuration > Integrations.

Enrichment won’t start.

The selected contacts aren’t eligible: they already have the data you’re looking for, or they’re missing a first name, a last name, or a LinkedIn URL or company name. Fill in those fields and try again. Lookups that find nothing aren’t charged: the credits are refunded automatically.

A contact is grayed out in “New message”.

The “no SMS number” label means their record has no phone number. Add one from their record (Edit), or enrich their phone number.

I can’t find the email field in manual import.

That’s expected: this form has no email field. Create the contact, then open their record > Edit > Email > Save.

I have duplicate contacts after an import.

For future imports, map the last name, first name and company columns. The import screen says: “Map last name, first name and company to merge duplicates automatically.” For duplicates that were already created, contact the Skipcall team through the chat.

A prospect doesn’t want to be called anymore.

Open their record > Edit, check This contact does not wish to receive calls, then Save. To find out exactly how this box applies to your sequences and calls, contact the Skipcall team through the chat.

Calls, analytics and recordings

I don’t have any recordings or AI summaries.

Recording is probably turned off in the workspace. An admin can turn it on in Configuration > Permissions > Enable recordings. Without a recording, there’s in principle no AI summary or transcript.

I want to download a call’s audio.

The Recordings screen has no download button. You can listen to the call and copy the summary and transcript. To get the audio file, contact the Skipcall team through the chat.

My leads are stuck at 0.

In principle, leads are counted from the Lead tag (marked with a crown) applied to interested contacts. Remember to add this tag when you qualify a contact. If you’re not sure where to add it, contact the Skipcall team through the chat.

Total call duration shows 0.

Duration normally only counts time on Connected calls. If all your calls went to voicemail, were canceled or went unanswered, a duration of 0 is expected. Check the breakdown by status under the colored bar in Analytics.

I marked a task as done by mistake.

Open the Completed tab in Tasks and click the green check mark at the start of the row (Reopen task).

Account and numbers

I want to change my password.

It’s done by email: Settings > Profile & Security > Send reset email. See Manage your account.

The app is in French.

Each user sets their own language. Since your screen is in French, here are the French labels: profile menu (bottom left) > Paramètres > Profil & Sécurité > Apparence > Langue > Anglais.

I’d like another number, or one in a different country.

There’s no screen to buy a number. Contact the Skipcall team through the chat.

My quota is used up.

The license has reached its usage for the current cycle. You can buy credits (no minimum) or add a license on a higher plan. See Credits.