> ## Documentation Index > Fetch the complete documentation index at: https://support.vocal.solutions/llms.txt > Use this file to discover all available pages before exploring further. # CRM troubleshooting > Find missing leads, understand unchanged counts, and recover from import, call, text, and save problems. ## My list is empty or a driver is missing 1. Check that you're in the right workspace and, if you have the tabs, **My leads**. 2. Choose **All leads** and **All lists**. Clear search and status filters. 3. Search for the driver's phone number as well as their name. 4. Check **My imports** if you imported the list. Some rows may have been skipped or the import may be partial. 5. If an Owner or Admin was assigning leads, ask them to check that they handed the leads out to you. Being in the Pool isn't an assignment. A lead with no due action can be absent from Today. A reassigned lead can leave your list. Neither necessarily means its history was deleted. ## Why is a lead still in Today after I called? Today includes leads you've worked today as well as leads that need action. Check **Next follow-up** rather than assuming every visible row needs another call. A waiting reply or a promise the call didn't fulfill can also keep the lead relevant. ## I called, but Last contact or Follow-ups didn't change Check the call in **Inbox → Calls** and give the finished call a moment to update. Confirm you called the same number as the lead. A failed dial that never placed a call doesn't count as contact. **Follow-ups** measures plan steps. An early call, a repeated attempt, or a call when the next step is a text may not advance it. A call from outside Vocal isn't recorded automatically. If the call exists in Vocal but the lead still doesn't update, send support the list name and call time. Don't keep dialing just to make the counter change. ## I set a callback, but it's missing or the time looks wrong Open the lead and check **Next follow-up**. Confirm you saved the wrap-up instead of choosing **Keep as is**. Callbacks use the workspace's time zone, and date presets count working days. A newer reply can appear as **Reply now** ahead of the promise. Stopping states can take priority too. A qualifying call or sent text at or after a promised time can clear that promise. See [Callbacks and plans](https://support.vocal.solutions/crm/follow-ups.md). ## The plan stopped after voicemail If voicemail answered the call, choose **Left voicemail** in the wrap-up. Otherwise the connected call may be treated as a conversation that stops the plan. If the wrap-up is no longer available, ask support to check the call rather than inventing a different status to make the count match. ## I can't call or nobody can hear me Allow microphone access in your browser or computer settings. Check your microphone and speaker in **Settings → Audio**. Confirm you have a Vocal number available for outgoing calls and aren't already placing another call. A read-only **View as** screen and a do-not-call restriction can disable calling. See [Make and take calls](https://support.vocal.solutions/calls/calling.md) for the audio and caller-ID controls. ## I can't text a lead Read the error for the specific lead. US texting needs approved registration, and CRM refuses do-not-call or opted-out recipients. A send can be skipped if the lead's assignment or plan step just changed. Check **Inbox → Chats** before retrying a message that may already have sent. A plan text can show progress when queued and reopen if the send later fails. See [Texting leads](https://support.vocal.solutions/crm/texting.md). ## The import has numbers instead of names Check whether the first row was treated as headings and whether the name column was mapped to **Name**, **First name**, or **Last name**. Keeping “Driver name” as an extra sheet column doesn't fill the lead's name. For untouched leads, use **My imports → Undo import**, fix the mapping, then import again. Worked leads stay when you undo; ask support for help correcting those without losing their history. ## My import stopped. Should I try again? Read the result and check **My imports** first. An import can add some rows before stopping. Correct the cause, then retry; previously added numbers are checked for duplicates. Don't enable a duplicate override merely to force every row through. ## I can't edit a field, note, or list Check whether you're in read-only **View as**, whether the lead is still assigned to you, and whether the list is one you own. An assigned list isn't automatically a personal list you can rename or delete. If a field was removed or someone else edited its value, reopen the lead and check the current value. For an unsaved note, keep a copy of your text before leaving the page. Normal lead notes save on Enter or when you leave the field; wrap-up changes need **Save**. ## I can't open a call or see an AI value Lead access and conversation access are separate. A number reassignment or a change in your permissions can remove access to the source. Ask your Owner or Admin to check access rather than copying a teammate's private conversation into your lead. ## Still stuck? Email [team@vocal.solutions](mailto:team@vocal.solutions) with: * Your workspace and list name. * What you clicked and what you expected. * The exact error message and an approximate time, including your time zone. * Whether you were in the browser or desktop app. * A screenshot of the problem, with unrelated driver details hidden. For a call or text problem, include its time so we can identify the event. Never send your password, sign-in code, or an entire lead spreadsheet just to report an error. 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