Signing in.
| Message | Meaning and fix |
|---|---|
| That email and password combination did not match. Try again or reset your password. | The app shows this for every failed sign-in. Check the email you were invited with, then use Forgot password. After 6 failed attempts, sign-in for that email from the same client IP is blocked for 5 minutes, even with the right password. The block is not account-wide across every device or network; wait before trying again. |
| If that email exists, a reset link has been sent. | Shown whether or not the email has an account. Check spam. The link works for 60 minutes. Your account opens after checkout. If you never received the set-password email, check spam, then email support. |
| Invalid or expired reset token. | The link is over 60 minutes old or was already used. Request a new one and use the newest email. |
| Reset token is missing. Use the full link from your email. | The link was cut off. Copy the whole link from the email into the address bar. |
| Password must be at least 12 characters | New passwords need 12 or more characters with an uppercase letter, a lowercase letter, a number and a symbol. |
| You're signed out or don't have access to this. Sign in again. | Your sign-in expired, or your role cannot use that page. Sign in again. Stats, Numbers and Users are admin-only. |
Caller ID and numbers.
| Message | Meaning and fix |
|---|---|
| No tenant credentials configured | Shown on the Numbers page when the workspace's calling numbers are not set up yet. Email support with the time and your billing email. |
| Enter a valid phone number in E.164 format. | Write the number with + and the country code, no spaces: +15551234567. |
| No pending verification request found. | Start the phone verification again in Settings, then enter the newest code. |
| Caller ID is not available for your account. Verify your personal number or choose a configured virtual number. | You can only pick your own verified number or a number an admin added to the virtual number pool. Verify your phone in Settings, or ask your admin to add the number to the pool. |
| No caller IDs available. Verify a personal number or ask admin to configure virtual numbers. | Same fix as above: verify your phone in Settings, or an admin refreshes numbers and saves the pool. |
Starting a session.
| Message | Meaning and fix |
|---|---|
| Pick at least one list to start. | Select a list under Queue your lists. |
| Select at least one lead status in the settings. | In Session settings, tick the statuses to dial. Newly imported leads are New. |
| Verify your phone in Settings first, or switch calling mode to Browser. | Phone Bridge calls your verified phone first. Verify it in Settings, or use Browser mode with a headset. |
| You have no lists assigned yet. | Agents only see lists assigned to them, and assignment has no button in the app today. Email support@dialbreeze.com with the list name and the agent's sign-in email. |
| The dialer is busy with another action. Try again in a moment. | Usually you already have an active session in another tab or browser: end it there, then start again. If it keeps happening, calling may be locked by the cost guard, which an admin must reset after reviewing calling usage. There is no reset button in the app today, so email support@dialbreeze.com. |
| The dialer server hit a problem. Try again. | The session could not start, often because the call setup was refused or the calling credit is at $0 (no new dials start at $0). Check your calling credit, then try again; if it repeats, email support with the time. |
| Can't reach the dialer server. Check your connection and try again. | Your browser lost its connection. Check your internet and reload. |
Browser audio.
| Message | Meaning and fix |
|---|---|
| Microphone access is blocked. Allow microphone access and try again. | In Chrome or Edge, select the site controls icon left of the address bar, set Microphone to Allow and reload. On a Mac, also allow the browser under System Settings, Privacy and Security, Microphone. |
| This browser cannot access a microphone for WebRTC calling. | Use a current Google Chrome or Microsoft Edge on a desktop or laptop, opened at https://app.dialbreeze.com. |
| Timed out connecting to WebRTC | Browser calling could not connect. Check your network or VPN. Phone Bridge mode works meanwhile. |
While dialing.
| Message | Meaning and fix |
|---|---|
| Right now the queue has … and nothing is dialable this tick. | The message reports why nothing is dialable right now: the per-phone daily cap, local calling hours or invalid/unresolvable numbers. “Due on the callback queue” counts callbacks that are already due but blocked by the daily cap, not callbacks scheduled for later. Pick another list, wait for the cap/throttle window to reopen, or come back when calling hours open. Nothing was marked or paused. |
| Dialing is paused | Nothing dials while paused. Resume to call the next lead. |
CSV upload.
No valid leads found in CSV, Internal Server Error and Upload failed are explained on the CSV import page.
Carrier-side problems.
Ringing, audio quality, caller ID display and call labels on the far end depend on the receiving carrier and its handling of the number. Email support with the time and number called and we will look into it.
Still stuck?
See support for what to include, then email support@dialbreeze.com. Never send passwords, webhook secrets, card details or lead lists by email.
More help: Import a CSV list · Caller ID and numbers · Make a test call to your own phone · Run your first campaign · Billing and cancellation · All help