Support
Troubleshooting
Symptom-based troubleshooting matrix for calls, notifications, POS, appointments, and saves.
What this page is for
Use this page to quickly diagnose common customer-side setup and operational issues.
5-minute triage first
- Refresh the page and retry once.
- Confirm you are still logged in and billing is active.
- Re-run one clean test call/booking/order.
- Verify the correct provider is connected (if applicable).
- Then use the symptom matrix below.
Symptom-based troubleshooting matrix
| Symptom | Quick checks | Likely causes | Fix steps |
|---|---|---|---|
| Not receiving calls in AI | Confirm forwarding is enabled; place test call | Carrier forwarding not active, call waiting/voicemail conflict, wrong target number | Reapply forwarding, disable conflicting features temporarily, retest always/busy/no-answer |
| Not receiving notifications | Confirm at least one SMS contact or app device exists | Invalid phone format, app device not linked, device notification settings blocked | Re-add contact, re-link app via QR, check device notification permissions |
| POS not syncing | Check provider shows connected in app | Permission expired, wrong account/location, stale provider data | Reconnect provider, run refresh/resync, verify account/location selection |
| Appointments not booking | Test one known-open time slot | Calendar/event type not selected, schedule conflict, permission issue | Reconnect provider, reselect calendar/event types, verify Hours + provider settings |
| Can’t save settings | Check required fields and error messages | Missing required inputs, session/auth issue, invalid values | Correct field errors, refresh login/session, save again |
Escalate quickly when this happens
- You can reproduce the issue after one clean retry.
- The same error appears across multiple pages.
- Provider reconnect fails repeatedly.
- Test calls fail consistently after confirming forwarding.
Escalation details to include if contacting support
- Organization name and org type
- Affected page URL (for example
https://ai.i118.com/app/appointments) - Exact time of test
- What you expected vs what happened
- Provider name (if POS or appointments issue)
- Screenshot of visible error (if any)
Before contacting support checklist
- Reproduced issue with one fresh test call
- Refreshed page and retried save/sync once
- Confirmed billing and session are active
- Confirmed required fields are complete
- Collected details listed above
Common quick links
- Instruction: https://ai.i118.com/app/instruction
- Hours: https://ai.i118.com/app/hours
- Notifications: https://ai.i118.com/app/notifications
- Phone: https://ai.i118.com/app/phone
- POS: https://ai.i118.com/app/pos
- Appointments: https://ai.i118.com/app/appointments
- Billing: https://ai.i118.com/app/billing
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