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

# Troubleshooting Your Zela Account: Common Fixes and Steps

> Diagnose and fix common Zela problems — including the agent not answering calls, missing bookings, call quality issues, and billing errors.

This page walks you through diagnosing and resolving the most common issues Zela customers encounter. Each section includes step-by-step guidance to get things working again quickly. If you work through the relevant steps and the problem persists, the Zela support team is available to help — contact details are at the bottom of this page.

***

## Agent Not Answering Calls

If your Zela agent isn't picking up inbound calls, work through the following checks in order.

<Steps>
  <Step title="Check your agent status">
    Go to **Agent > Overview** and confirm your agent status shows as **Active**. If it shows as Paused or Inactive, click **Activate** to re-enable it.
  </Step>

  <Step title="Check your credit balance">
    Go to **Billing > Credits** and confirm your balance is above zero. If your credits have run out, your agent will have automatically paused. Top up your balance to resume answering calls.
  </Step>

  <Step title="Verify call forwarding">
    Confirm that your existing business number is correctly forwarding calls to your Zela number. If calls aren't being forwarded to Zela, your agent will never receive them. Check your phone carrier or VoIP settings for the forwarding rule.
  </Step>

  <Step title="Check your business hours">
    Go to **Agent > Configuration > Business Hours** and confirm today isn't marked as **Closed**. If your agent is configured to only answer during business hours, calls outside those hours — or on a day set to Closed — won't be answered.
  </Step>

  <Step title="Contact support if the issue persists">
    If you've completed all the steps above and your agent still isn't answering, contact Zela support at [support@zela.ai](mailto:support@zela.ai) with your account email and a description of the issue.
  </Step>
</Steps>

***

## Bookings Not Appearing in Dashboard

If you expected a booking to be created but can't find it in your dashboard, check the following.

* **Check the date filter.** On the **Dashboard > Bookings** page, confirm that the date range filter includes today (or the date the call occurred). The filter may be set to a past date range, hiding recent bookings.

* **Check Call Logs for the call.** Go to **Dashboard > Call Logs** and look for the call in question. If the call appears in Call Logs but no booking was created, check whether the caller provided all required booking details (name, date, time, and service type). If any required field was missing, Zela may not have been able to complete the booking.

* **If the call isn't in Call Logs.** If you can't find the call in Call Logs at all, it's likely that the call never reached your Zela number. Review your call forwarding setup to ensure inbound calls are being directed to Zela correctly.

***

## Call Audio Quality Issues

<Info>
  Poor call audio quality is most commonly caused by a network issue on the caller's end or your end — not a Zela platform issue. Zela routes calls over high-quality infrastructure, but cannot control the quality of a caller's phone connection.
</Info>

* **Determine whether the issue is consistent or intermittent.** If audio quality is poor on every call, check your own internet connection and device. If it's only on certain calls, the issue is likely on the caller's end.

* **Check your internet connection.** Zela's dashboard and agent operate over your internet connection. A weak or unstable connection can degrade call audio. Run a speed test and ensure your connection is stable.

* **Contact support with the Call Log entry ID.** If audio quality problems are happening regularly and you believe the issue is on Zela's side, open **Dashboard > Call Logs**, find the affected call, and note the call entry ID. Contact support at [support@zela.ai](mailto:support@zela.ai) and include the entry ID so the team can investigate.

***

## Credits Deducted Unexpectedly

If your credit balance has dropped more than expected, you can review exactly how credits were spent.

* **Open your usage history.** Go to **Billing > Credits > Usage History** to see a full per-call breakdown of credit usage, including the date, duration, and credits consumed for each call.

* **Long calls consume more credits.** Calls are billed by duration, so longer conversations use more credits. If you're regularly receiving lengthy calls, consider setting a **maximum call duration** to limit credit usage per call. Configure this in **Agent > Call Handling**.

<Tip>
  Enable **auto-refill** in Billing > Credits to ensure your agent never pauses unexpectedly due to a low balance. You can set the threshold and top-up amount to suit your typical usage.
</Tip>

***

## Payment Failed

If a payment has failed, follow these steps to update your details and retry.

<Steps>
  <Step title="Go to Billing > Payment Method">
    Navigate to **Billing > Payment Method** in your dashboard.
  </Step>

  <Step title="Update your card details">
    Remove the existing card and add your updated card details. Ensure the billing address matches what your bank has on file.
  </Step>

  <Step title="Go to Billing > Invoices">
    Navigate to **Billing > Invoices** to find the failed invoice.
  </Step>

  <Step title="Retry the payment">
    Click **Retry Payment** on the failed invoice. If the payment succeeds, your account will be restored to good standing immediately.
  </Step>
</Steps>

<Warning>
  If payment continues to fail after updating your card details, contact your bank to confirm there are no blocks on the transaction. Payments are processed by Stripe and may be declined by your bank for security reasons.
</Warning>

***

## Forgot Password

<Steps>
  <Step title="Go to the Zela login page">
    Open the Zela login page at your usual sign-in URL.
  </Step>

  <Step title="Click Forgot Password">
    Below the login form, click **Forgot Password**.
  </Step>

  <Step title="Enter your email address">
    Enter the email address associated with your Zela account and submit the form.
  </Step>

  <Step title="Check your inbox for a reset link">
    Open your email inbox and look for a password reset email from Zela. If you don't see it within a few minutes, check your spam or junk folder.
  </Step>

  <Step title="Set a new password and log in">
    Click the link in the email, set a new password, and log in to your account.
  </Step>
</Steps>

***

## Can't Invite a Team Member

If the option to invite a team member isn't visible or isn't working, check your account role. Only the account **Owner** has permission to invite new team members. If you hold a different role (such as Admin or Member), the invite option will not be available to you. Contact your account Owner and ask them to send the invitation from their login.

***

<Note>
  If you can't resolve your issue with the steps on this page, contact Zela support at **[support@zela.ai](mailto:support@zela.ai)**. Include your account email address and a clear description of the issue so the team can assist you as quickly as possible.
</Note>


## Related topics

- [Zela FAQ: Answers to Common Questions About Your Account](/help/faq.md)
- [Creating Your Zela Account: Sign-Up and Setup Guide](/getting-started/account-setup.md)
- [From Sign-Up to Live Calls: Zela Quick Setup Guide](/quickstart.md)
- [Zela Add-Ons: Expand Your Plan with Optional Features](/billing/addons.md)
- [Onboarding Checklist to Launch Your Zela Receptionist](/getting-started/onboarding.md)