#Troubleshooting

#Overview

This page covers common errors and empty states you may encounter in the AiDial portal, along with explanations and steps to resolve them. What you can reach depends on your role — see the Role Reference for the full per-feature breakdown.

#Common Errors

#Session Ended

What you see: A full-page "Session Ended" message with a Sign in again button. The message names the reason: your session expired after a period of inactivity, it reached its maximum allowed duration, it was ended from another device, it was ended by an administrator, or it was closed because another sign-in became active.

Before an inactivity timeout, the portal first shows a "Your session is about to expire" prompt with a Stay signed in button. Choosing it extends the session so you can keep working.

Why it happens: The portal checks your session with AiDial in the background and ends it when the service reports an idle timeout, an absolute timeout, a revocation, or eviction by the concurrent-session limit. When one browser tab observes the end of a session, the other portal tabs in the same browser follow it.

How to resolve:

1. Choose Sign in again and sign in using the Signing In guide
2. If your account has MFA enrolled, complete the identity provider's MFA step again
3. This recovery path also signs you out of the identity provider, so you return to the sign-in page rather than to the page you were on — reopen that page from the sidebar afterwards

If you instead open a portal link while you have no session at all, the portal sends you to sign-in and returns you to the page you requested once you have signed in.

See Session Security for how session lifetime, revocation, and active sessions work.

#Lost Authenticator Access

What you see: The hosted sign-in flow asks for MFA, but you no longer have the authenticator app or device.

Why it happens: Your account has MFA enrolled with the identity provider, or an explicit tenant or user policy requires MFA. The identity provider must verify either an authenticator code or a provider-issued recovery code before the portal can grant access.

How to resolve:

1. Use a provider-issued recovery code in the hosted sign-in flow if you have one
2. If you do not have recovery codes, contact your organisation administrator
3. If your administrator cannot help, contact AiDial support at help@aidial.com.au
4. Do not send raw recovery codes, authenticator seeds, one-time codes, session cookies, or bearer tokens in support requests

AiDial Portal cannot bypass MFA, reveal one-time codes, or reset an authenticator from an unauthenticated browser session.

#Access Denied

What you see: A full-page "Access Denied" message. Related variants are "Sign-In Failed" and "Sign-In Incomplete".

Why it happens: The problem is with the account itself rather than with one feature. The role on your account is not recognised, the account is an internal AiDial admin account that belongs in the admin console, or your identity was verified but your portal account could not be set up.

Important: a feature that your role simply cannot use does not produce this page. Role-restricted surfaces return a "Page not found" state instead — see below.

How to resolve:

1. Contact your organisation administrator so they can check your portal account and role assignment
2. If you were signing in with the wrong account, use the button on the page to sign out and try a different account
3. If the problem persists, contact AiDial support at help@aidial.com.au

#Page Not Found

What you see: "Page not found" with the message "The page you are looking for does not exist or you do not have access", plus Return to overview and Open settings buttons.

Why it happens: The item you are looking for may have been removed, or the link may be outdated. The portal shows the same "not found" state for resources that exist but are outside your role, tenant, or project scope — this is deliberate, so it never reveals whether another organisation's resource exists, and it never confirms that a page you cannot use exists.

Common examples:

• Client Staff opening Billing or Compliance, which are Client Admin and Client Manager surfaces
• Client Manager opening Data Retention, Caller Requests, or Compliance Reports, which are Client Admin only
• Any customer role opening an old /team link, since team management is not a customer portal feature
• Client Manager or Client Staff opening an old /settings?section=profile or /settings?section=active-sessions link, since those now live in the Account area

How to resolve:

1. Use the portal sidebar to navigate to the correct section
2. Review the Role Reference to confirm whether the surface is available to your role
3. If you were following a link from outside the portal, the resource may no longer exist
4. Try searching for the item in the Call Log if you were looking for a specific call

Most other Settings deep links do not produce this state. If a ?section= link points to a section your role cannot open, the Settings page quietly opens the first section you can. For Client Admin, /settings?section=profile redirects to /account?section=profile.

#Validation Errors

What you see: Error messages next to form fields when saving a setting or submitting a request, or a summary such as "Please check the highlighted details and try again".

Why it happens: One or more fields contain invalid data. The portal checks your input before saving, and it also normalises validation errors returned by the AiDial service.

How to resolve:

1. Read the error message next to each highlighted field
2. Correct the value according to the guidance provided
3. Submit the form again

Screenshot reference: Common error states in the portal

Error messages appear inline next to the affected field with guidance on how to correct the issue.

#Security Check Failed on Save

What you see: A message such as "Your session security check failed. Refresh and try again" when saving or submitting, or a notice that the item changed elsewhere and you should refresh and try again.

Why it happens: Saving actions carry a security token issued with your session, and settings saves are checked against the version you loaded. A stale browser tab can lose the token or hold an out-of-date version.

How to resolve:

1. Refresh the page so a fresh token and the current values are loaded
2. Reapply your change and save again
3. If the message keeps appearing, sign out and sign in again

#Network Access Restricted

What you see: A full-page "Network Access Restricted" message stating that your current network is not approved for this tenant.

Why it happens: Your organisation restricts portal access to approved IP addresses, and your current address is not on the allowlist. The portal signs that browser out when it detects the restriction.

How to resolve:

1. Sign in again from an approved network, such as your office network or your organisation's VPN
2. Ask your administrator to add your address to the tenant IP allowlist if it should be permitted

#Portal Temporarily Unavailable

What you see: A full-page "Portal Temporarily Unavailable" message stating that your session could not be verified right now, with a Sign out and try again button. A milder version appears as a dismissible notice: session validation is temporarily unavailable, you can keep working, but sign-outs, revocations, and server-enforced session timeouts may take longer to apply. You may also see "Session checks are temporarily rate-limited. Retrying shortly".

Why it happens: The AiDial service that validates sessions is unreachable or throttling requests.

How to resolve:

1. For the dismissible notice, keep working and let the portal retry in the background
2. For the full-page state, choose Sign out and try again
3. Check the System Status page, and contact your administrator or AiDial support if the problem continues

#Common Empty States

#Empty Dashboard

What you see: The Overview page shows no data, charts, or metrics, with a message that no calls were found for this date range.

Why it happens: There is no call activity for the selected date range and project scope. If your organisation has not yet received any calls, every range will be empty.

What to resolve or expect:

1. Try a wider date range to check whether activity exists outside the current window
2. Confirm the project shown in the "Showing" scope line above the page is the one you expect
3. Once calls begin, the dashboard populates with call volume, performance metrics, and sentiment trends — contact your partner if you expected to see call data

If the page shows "Overview is unavailable" instead of an empty state, that is a load failure rather than an empty result. Use the Retry button, and contact support if it keeps happening.

#Empty Call List

What you see: The call log shows one of several empty states — "No calls yet for your account", "No calls match the current filters", "No calls in this period", or "No matches".

Why it happens: Either no in-scope calls have been recorded, or your current filters and date range exclude all calls.

How to resolve:

1. Use Clear filters where it is offered, then check whether calls appear
2. Use Reset to last 30 days on the "No calls in this period" state to widen the date range
3. Check that the selected project is the one you expect
4. If no calls appear with all filters cleared, your organisation may not have received calls in scope yet

A different state, "Couldn't load calls", means the request failed rather than returned nothing. Use Retry, and quote the request ID shown on the card if you contact support.

#Empty Billing

What you see: The invoices section shows "No invoices yet", usually with a line telling you when your first invoice will appear.

Why it happens: Your organisation has not yet completed a billing period.

What to expect: Invoices appear after your first billing cycle closes. If you have filtered the invoice list, an empty result shows "No invoices match this filter" with an option to try a different filter instead.

#Looking for the Team Page

What you see: An old team or invitation link returns "not found", or there is no Team page in the sidebar.

Why it happens: The customer portal does not include a self-serve team-management page for any customer role. Team and user changes are handled by your AiDial partner.

How to resolve: To add, remove, or change a user on your team, contact your AiDial partner with the details. See Team and User Management. You can still manage your own profile, security, and active sessions from the Account area, and organisation settings from Settings.

#Suspended Account

What you see: After authenticating, you land on an "Account Temporarily Unavailable" page instead of the portal, and the portal pages are not accessible. An account that is not active for another reason shows "Account Unavailable".

Why it happens: Your organisation's account is suspended or otherwise not active. The portal only grants page access for active tenant accounts, so it blocks the portal and shows the unavailable state. This may be due to billing issues or an administrative decision.

How to resolve: Contact your account administrator, your AiDial partner, or AiDial support for assistance with account reactivation. The buttons on the page sign you out of both the portal and the identity provider, so you can sign in again cleanly once the account is active.

#Related Pages

• Getting Started — First-time portal setup
• Role Reference — Understand your role permissions
• Authentication and Access Guide — Sign-in, MFA, and session help
• Session Security — Session lifetime, sign-out, and active sessions
• Error Responses — Technical error code reference