> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vodex.ai/llms.txt
> Use this file to discover all available pages before exploring further.
# 🛠️ Troubleshooting Guide
> Common issues and solutions when using Vodex AI calling platform
**Quick Help:** Find solutions to the most common issues encountered while using Vodex AI calling platform. Each issue includes the cause and step-by-step resolution.
## Common Issues and Solutions
### 1. Something Went Wrong While Triggering Calls
**Error Message:** "Something went wrong while triggering calls"
#### **Root Cause**
This error occurs when the `time_zone` field is not properly formatted or contains invalid timezone information.
#### **Solution**
Ensure your `time_zone` field uses one of these valid formats:
| ✅ **Correct Format** | ❌ **Incorrect Format** |
| -------------------- | ---------------------- |
| `Asia/Kolkata` | `IST` |
| `America/New_York` | `EST` |
| `+05:30` | `+5:30` |
| `-08:00` | `PST` |
#### **How to Fix**
1. **Check your time zone format** in the custom fields
2. **Use IANA timezone names** like `Asia/Kolkata` or `America/New_York`
3. **Use UTC offset format** like `+05:30` or `-08:00`
4. **Avoid abbreviations** like IST, EST, PST
```json Correct Time Zone Examples theme={null}
{
"time_zone": "Asia/Kolkata"
}
```
```json Alternative UTC Format theme={null}
{
"time_zone": "+05:30"
}
```
***
### 2. Missing Custom Field Error
**Error Message:** "Missing custom field but no custom field is showing"
#### **Root Cause**
This error occurs when custom field names contain spaces, which breaks the field recognition system.
#### **The Problem**
Custom fields with spaces in their names cannot be processed by the system:
```
❌ Wrong: {First Name}
❌ Wrong: {Account Number}
❌ Wrong: {Payment Amount}
```
#### **The Solution**
Replace spaces with underscores in all custom field names:
```
✅ Correct: {FirstName}
✅ Correct: {Account_Number}
✅ Correct: {Payment_Amount}
```
#### **Step-by-Step Fix**
1. **Identify fields with spaces** in your prompt
2. **Replace all spaces with underscores**
3. **Update your data source** to match the new field names
4. **Test the updated prompt** before going live
**Pro Tip:** Use `PascalCase` (`{FirstName}`) throughout your system to avoid confusion.
***
### 3. Call Limit Exceeded Error
**Error Message:** "Call Limit exceeded, please upgrade"
#### **Root Cause**
Free-tier customers have a limited number of calls available when using Vodex's default Twilio integration.
#### **Available Solutions**
**Option 1: Upgrade Your Plan**
Contact our support team to discuss upgrading your plan for higher call limits:
* **Email:** [support@vodex.ai](mailto:support@vodex.ai)
* **Subject:** "Call Limit Upgrade Request"
* **Include:** Your account details and expected call volume
**Option 2: Use Your Own Twilio Account**
Integrate your own Twilio account to remove call limits:
1. **Get Twilio credentials** from your Twilio dashboard
2. **Navigate to Settings** in your Vodex dashboard
3. **Add Twilio integration** with your credentials
4. **Test the connection** before running campaigns
#### **Prevention Tips**
* **Monitor your usage** regularly in the dashboard
* **Plan campaigns** according to your call limits
* **Consider upgrading** before reaching limits during important campaigns
***
### 4. Bot Not Speaking Customer Names
**Issue:** "Bot is not speaking the name of the customer in the call, but I have uploaded FirstName correctly"
#### **Root Cause**
The customer name data may not be properly uploaded or formatted in your audience list.
#### **Troubleshooting Steps**
1. **Open your audience list** in the Vodex dashboard
2. **Check the FirstName column** for the specific contacts
3. **Look for empty cells** or formatting issues
4. **Verify data is visible** in the preview
1. **Confirm field names match** between your prompt and audience data
2. **Ensure no extra spaces** in field names
3. **Verify case sensitivity** (FirstName vs firstname)
1. **Create a test contact** with a simple name
2. **Run a test call** to verify the field works
3. **Compare working vs non-working entries**
If the issue persists after verification:
* **Email:** [support@vodex.ai](mailto:support@vodex.ai)
* **Include:** Screenshot of your audience data
* **Provide:** Sample prompt and field names used
#### **Common Data Issues**
| **Problem** | **Solution** |
| --------------------------- | ----------------------------------------------- |
| Empty name fields | Fill in missing data or use fallback text |
| Special characters in names | Remove or replace special characters |
| Inconsistent formatting | Standardize name format across all entries |
| Wrong column mapping | Ensure column headers match field names exactly |
***
## Quick Diagnostic Checklist
Use this checklist to quickly identify and resolve common issues:
* [ ] Time zone format is correct (`Asia/Kolkata` or `+05:30`)
* [ ] No spaces in custom field names
* [ ] All required fields are populated
* [ ] Prompt syntax is correct
* [ ] Account has sufficient call credits
* [ ] Field names use underscores instead of spaces
* [ ] Field names match exactly between prompt and data
* [ ] Data is properly uploaded to audience list
* [ ] No special characters in field names
* [ ] Consistent naming convention used
* [ ] Customer data is properly formatted
* [ ] Field mapping is correct
* [ ] Test calls work with sample data
* [ ] No empty or null values in critical fields
***
## Getting Additional Help
### **Before Contacting Support**
Gather this information to help us assist you faster:
1. **Error message** (exact text or screenshot)
2. **Steps to reproduce** the issue
3. **Sample data** that's causing problems
4. **Prompt content** you're using
5. **Account information** and project details
### **Contact Information**
**Email:** [support@vodex.ai](mailto:support@vodex.ai)
**Response Time:** Within 24 hours during business days
**Include in your message:**
* Clear description of the issue
* Screenshots or error messages
* Steps you've already tried
### **Community Resources**
* **Documentation:** Browse our complete guides and API reference
* **Best Practices:** Learn from our recommended approaches
* **Updates:** Stay informed about new features and fixes
***
## Prevention Best Practices
### **Avoid Common Mistakes**
**Field Naming:** Always use underscores instead of spaces in custom field names from the start.
**Time Zones:** Use standard IANA timezone names or proper UTC offset formats.
**Data Quality:** Regularly audit your audience data for completeness and accuracy.
**Testing:** Always test with sample data before running full campaigns.
### **Regular Maintenance**
* **Review error logs** weekly to catch recurring issues
* **Update field mappings** when changing data sources
* **Monitor call limits** and upgrade proactively
* **Keep audience data** clean and up-to-date
**Issue Resolved?** Most common issues can be resolved by following the solutions above. If you're still experiencing problems, don't hesitate to contact our support team for personalized assistance.
***
**Need more help with custom fields?** Check out our [Custom Fields Introduction](/custom-fields/introduction) and [Best Practices](/custom-fields/best-practices) guides for comprehensive information.