AiDial Docs

#Troubleshooting

RoleAccess Level
Client AdminFull access
Client ManagerFull access
Client StaffFull access

#Overview

This page covers common errors and empty states you may encounter in the AiDial portal, along with explanations and steps to resolve them.

#Common Errors

#Session Expired

What you see: The portal redirects you to the sign-in page, or you see a message indicating your session has ended.

Why it happens: Your session expires after a period of inactivity for security reasons.

How to resolve:

  1. Sign in again using the Signing In guide
  2. If your role requires MFA, you will need to enter your authenticator code again
  3. You will be returned to the page you were viewing before your session expired

#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 role or account policy still requires MFA, and 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 page or action is not available, or you see a message indicating you do not have permission.

Why it happens: Your assigned role does not have access to this feature. For example, Client Staff cannot access billing, team management, or compliance settings.

How to resolve:

  1. Review the Role Reference to understand what your role can access
  2. If you need access to a restricted feature, contact your Client Administrator
  3. If you believe your role is incorrect, ask your administrator to review your assignment

#Page Not Found

What you see: A message indicating the page or resource could not be found.

Why it happens: The item you are looking for may have been removed, or the link may be outdated.

How to resolve:

  1. Use the portal sidebar to navigate to the correct section
  2. If you were following a link from outside the portal, the resource may no longer exist
  3. Try searching for the item in the Call Log if you were looking for a specific call

#Validation Errors

What you see: Error messages next to form fields when saving a setting or submitting a request.

Why it happens: One or more fields contain invalid data. The portal checks your input before saving.

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.

#Common Empty States

#Empty Dashboard

What you see: The dashboard shows no data, charts, or metrics.

Why it happens: Your organisation has not yet received any calls through your AiDial receptionist.

What to expect: Once calls begin, the dashboard will populate with call volume, performance metrics, and sentiment trends. Contact your partner if you expected to see call data.

#Empty Call List

What you see: The call log shows "No calls found" or displays an empty list.

Why it happens: Either no calls have been recorded, or your current filters exclude all calls.

How to resolve:

  1. Clear all filters and check if calls appear
  2. Adjust the date range to a wider period
  3. If no calls appear with all filters cleared, your organisation may not have received calls yet

#Empty Billing

What you see: The invoices section shows no invoices.

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

What to expect: Invoices will appear after your first billing cycle completes.

#Empty Team List

What you see: The team page shows no members.

Why it happens: Your organisation's team has not been set up yet, or members have not been invited.

How to resolve: If you are a Client Administrator, use the Team Management page to invite your first team member.

#Suspended Account

What you see: You can sign in but see a message that your account is suspended and most portal features are unavailable.

Why it happens: Your organisation's account has been suspended. This may be due to billing issues or an administrative decision.

How to resolve: Contact your partner or AiDial support for assistance with account reactivation.