GuidesHelp
Troubleshooting
Find what’s wrong by what you see: signing in, calls that don’t ring, sound, the AI agent, texts, campaigns and billing, with a fix and the guide for each.
Find your problem below, try the fix, and follow the link for more. For quick answers about how Crulon works, see the FAQ.
Check these first
Most problems with calls come down to one of these:
- Crulon is open in a browser tab on a computer, and you’re Available. Calls only ring while Crulon is open.
- You’re a member of the number that was called, in Settings > Phone numbers.
- The number has a published Call Flow, or has Default ring turned on.
- Your browser may use the microphone for my.crulon.ai: check the icon in the address bar.
What you need
- A computer with a current version of Chrome, Edge, Firefox or Safari. Chrome or Edge is best: some features, such as the secondary ringer, need them. The mobile app is coming soon.
- A headset with a microphone, so callers hear you clearly and you don’t hear yourself back.
- A steady internet connection. Browser calls need one; if your office firewall limits what can connect, email support@crulon.ai for what to allow.
- Notifications allowed for my.crulon.ai, so a call shows on your computer while you’re in another tab. Crulon asks when you set yourself Available.
- Crulon kept awake. If your computer sleeps, you’re set to Offline after about a minute and a half, and calls go elsewhere. In Chrome, add my.crulon.ai to the sites always kept active in
chrome://settings/performance.
Desk phones have their own connection settings: see Set up desk phones.
Signing in
| What you see | What to do |
|---|---|
| “Invalid email or password.” | Check both, or select Forgot password?. You’ll also see this if you never confirmed your email when you signed up: open the confirmation email, or request a new link |
| “We couldn’t sign you in. Please contact support.” | Your account has been deactivated or removed from its workspace. Ask your Workspace Admin, or email support |
| You were signed out | You stay signed in for 7 days without using Crulon, or 30 days with Remember me for 30 days. Resetting your password, or an admin deactivating you, signs you out everywhere. Sign in again and you’re taken back to the page you were on |
| No password reset email | It only goes to an account that exists and is active. Check your spam folder, then try again |
| “This password reset link is invalid or has expired.” | Reset links work once, for 60 minutes. Select Request new link |
| “This link is no longer valid” | Confirmation links work once, for 30 minutes. Select Request a new link. You can resend once a minute, up to five times |
| “This invitation has expired.” | Invitations last 7 days. Ask your Workspace Admin to resend it |
| “Already accepted” | You’ve joined already. Select Go to login |
| “This email already belongs to another workspace.” | An email address can belong to one workspace. Ask to be invited with a different address |
| “Failed to accept invitation. Please try again.” | The invitation may have been withdrawn or expired while the page was open. Ask for a new one |
There’s no two-step sign-in yet. See Password for the password rules.
Taking calls
| Problem | Try this | Guide |
|---|---|---|
| Calls don’t ring you | Run through Check these first. With Crulon open in several tabs, only the tab you used last rings: select Use this tab on another | Make and take calls |
| A call shows, but there’s no ring | Select Enable ring sound on the call card. Browsers block sound until you’ve clicked in the page | Make and take calls |
| A teammate doesn’t ring | Check they’re Available at the bottom of the sidebar, have accepted their invitation, and are a member of the number | Invite your team |
| Someone keeps getting set to Away | They’re missing or declining queue calls. Raise Set a person to Away after, or take them out of the queue while they’re busy | Call queues |
| Queue callers go straight to the next step | Nobody in the queue was Available, or the queue was full. Raise Most callers waiting at once | Call queues |
| The desk phone doesn’t ring | Check it shows Online in Settings > Devices and has an owner, who isn’t Away or on another call | Desk phones |
| The second speaker doesn’t ring | Follow the notice: reconnect the speaker, or allow the microphone on every visit | Secondary ringer |
| “Call in progress on this account” | Your browser reloaded or woke up during a call. Select Reconnect to get back to it |
Sound
| Problem | Try this | Guide |
|---|---|---|
| “Failed to join call” | Allow the microphone for my.crulon.ai in your browser’s address bar, check a microphone is connected and not in use by another app, then try again | Make and take calls |
| “Click to enable call audio” | Select Enable: your browser blocked the sound until you clicked | |
| The caller can’t hear me, or I can’t hear them | Check your computer’s sound settings: Crulon uses its default microphone and speaker | Make and take calls |
| Sound works one way only, on your own carrier | Usually your carrier or firewall blocking the return sound | Bring your own carrier |
| “Microphone access is blocked” when listening in | Allow the microphone, then take over again | Live calls |
Making calls
| Problem | Try this | Guide |
|---|---|---|
| “No outbound caller ID”, or no number to call from | You need to be a member of a number that can make calls. Set a default in Settings > Profile | Make and take calls |
| “International calling is coming soon” | Numbers from Crulon call the US and Canada. On Scale, your own carrier can call other countries | Phone numbers |
| “Finish your current call before placing a new one” | You take one call at a time | |
| The phone button is missing | Your role can’t make calls, or your seat has ended. Ask a Workspace Admin | Make and take calls |
The AI agent
| Problem | Try this | Guide |
|---|---|---|
| Callers don’t reach the agent | Check it’s in an AI Agent step of a published Call Flow on the number they called | Set up your AI agent |
| Calls skip the agent | Your AI minutes and credits have run out, so calls take the Call Flow’s “If the AI can’t answer” route. Top up credits | Plans and billing |
| My change isn’t on calls | Select Publish. Only Knowledge applies without publishing | Every agent setting |
| The agent ignores a rule or makes things up | Make the rule specific and say what to do instead. Put facts in Additional context or Knowledge | Write your agent’s instructions |
| The agent gets cut off, talks over callers or ends calls early | Adjust interruptions, endpointing, goodbye phrases or idle retries | Every agent setting |
| The agent sends callers to the wrong place | Make each destination’s “when to send callers here” sentence different | Hand calls to your team |
| The agent doesn’t use a Tool | Check it’s attached, the agent is published, and the Tool’s instructions say when to use it | Give your agent Tools |
| The agent doesn’t use a document | Check it shows Ready and is attached to this agent | Give your agent knowledge |
| “Fix highlighted fields before testing” | Name, voice, speed, endpointing or Handoff needs fixing | Every agent setting |
Texts
| Problem | Try this | Guide |
|---|---|---|
| Texts don’t send | US numbers, and toll-free numbers in Canada, need to be registered for texting. Check Settings > Trust Center | Register your numbers for texting |
| I’m not told about new texts | You get them as the thread’s assignee, or as a member of the number when no one is assigned | Notifications |
| A scheduled text didn’t send | The bell tells you why | Conversations |
Voicemail and recordings
| Problem | Try this | Guide |
|---|---|---|
| Calls don’t go to voicemail | Only a Voicemail step in a Call Flow takes messages. Add one after the step that rings your team | Recording and voicemail |
| I can’t play a recording | Your role needs the Listen to Recordings permission. A call marked Not recorded wasn’t recorded under your settings | Recording and voicemail |
| “Recording processing...” | It’s still being prepared, and appears shortly after the call ends | Recording and voicemail |
Outbound campaigns
| Problem | Try this | Guide |
|---|---|---|
| The campaign won’t start | Check the agent is published, the list has someone to call and has finished uploading, the number can make calls, and the acknowledgement has been accepted | Outbound campaigns |
| “Paused: the budget is used up.” or “Paused: add funds…” | Raise the budget, or top up credits | Outbound campaigns |
| People are left out | They’re missing a required variable or a phone number, share a number, or are on the STOP list | Who’s left out |
| No calls are Successful | Write “A call is successful when…”, and turn transcripts on | Build an outbound agent |
Plans, billing and access
| Problem | Try this | Guide |
|---|---|---|
| “Plan limit reached” | You’ve used every AI agent, Custom Action or App your plan allows. Remove one, or upgrade | Plans and billing |
| Calls and AI agents stopped | A payment failed: the workspace pauses after 7 days. Update your card in Plan & billing | Plans and billing |
| “We couldn’t top up the wallet.” | Check your card, then try again | Plans and billing |
| Something is greyed out, or missing from the sidebar | Your role doesn’t allow it, or your plan doesn’t include it. Ask a Workspace Admin | Invite your team and set roles |
| “You don’t have access to workspace settings” | General settings need a Workspace Admin | Workspace settings |
Apps
Each App’s page has its own fixes, for connection tests, sign-in errors and syncing. See Integrations.
Contact support
If you’re still stuck, email support@crulon.ai with:
- What you were doing, and what you expected to happen.
- What you saw: the exact message, or a screenshot.
- When it happened, and the number or call involved.
- Diagnostics: in Settings > System Info, select Copy diagnostics and paste them in. They show your Crulon version, browser and the page you were on.
If your menu shows Report a problem, you can send it from inside Crulon instead, with a screenshot.
Last updated 18 Oct 2026