Troubleshooting

This guide covers the most common problems encountered in DURUM.ai and solutions to resolve them quickly.

Login Issues

Forgot Password

1. On the login page, click the Forgot password link.
2. Enter your email address.
3. Check your inbox and your spam folder -- the reset email may end up there.
4. Click the link in the email to set a new password.

Delivery Delay

The reset email may take a few minutes. Check your spam and Promotions folder before retrying.

Access Denied

If you see an access denied message after logging in, your account may not have the necessary permissions to access that page. Contact your administrator to verify your access rights and role (agency, client, or rep).

Google OAuth Not Working

• Verify that your Google account email matches the one associated with your DURUM.ai account.
• Try logging in with email and password instead of Google.
• If the problem persists, contact your administrator.

Missing Data

Ad Spend Not Showing

Meta Ads sync happens every hour. If you just launched a campaign or changed a budget, wait up to 60 minutes for the data to appear in DURUM.ai.

Leads Not Appearing

Leads arrive in DURUM.ai via webhooks. If new leads aren't appearing:

1. Verify that webhooks are correctly configured by checking the Data Logs page.
2. Look for errors or quarantined events in the logs.
3. If webhooks are properly configured and logs show nothing, contact your manager.

Bookings Are Missing

• Verify that the connection with your appointment tool (Calendly or GHL) is active on the Integrations page.
• Appointments sync via webhooks -- check the Data Logs page to verify their arrival.

A KPI Shows $0 or 0

Change the selected period in the filters. Some KPIs only show data when events exist within the selected date range. Try Last 30 days or Last 90 days to check if data is available.

Always Check the Period

The most common cause of missing data is a period filter that's too restrictive. Widen the date range before concluding there's a problem.

Display Issues

Blank Page

• Refresh the page with Ctrl+R (Windows) or Cmd+R (Mac).
• If the problem persists, clear your browser cache and reload.
• Try a different browser (Chrome, Firefox, Safari, Edge).

A Chart Won't Load

• Check your internet connection.
• Refresh the page.
• If only one chart has issues, the problem is likely related to a lack of data for the selected period. Try a wider date range.

Data Seems Outdated

The application cache refreshes automatically every 3 to 5 minutes. If data seems stale:

1. Wait a few minutes and refresh the page.
2. Verify that the selected period includes today's date.
3. Check the Data Logs page for the last successful sync.

Slack Notifications

Daily Report Not Received

• Verify that the Daily report notification is enabled in Settings > Notifications.
• The report is sent on weekdays at 9am (Eastern Time). No reports are sent on weekends.

Notifications Going to the Wrong Channel

Slack channel configuration is managed by your agency. Contact your account manager to redirect notifications to the correct channel.

Missing Call Analysis

Automatic call analysis requires that the call be recorded. If a call wasn't recorded in your phone system, DURUM.ai can't analyze it. Verify that recording is enabled for your calls.

Integrations

A Webhook Isn't Working

• Verify that the webhook URL is correct in your tool's configuration (GHL, Calendly, etc.).
• Verify that the client_key parameter is present and correct in the webhook URL.
• Check the Data Logs page for any logged errors.

Quarantined Events

This is normal behavior for new data sources or new forms. When an event arrives from a source not yet categorized, DURUM.ai places it in quarantine. Your agency will categorize it and future events from that source will be processed automatically.

Duplicate Detected

DURUM.ai automatically deduplicates identical events. If you see a duplicate warning in the logs, no action is required -- the system correctly ignored the duplicate event.

Before Contacting Support

Always check these three things before reporting an issue: (1) the selected period in the filters, (2) the Data Logs page for recent errors, (3) a page refresh.

When to Contact Support

If the solutions above don't resolve your problem, contact support in the following cases:

• Incorrect data after verifying the period and filters.
• Repeated errors visible in the Data Logs page.
• Unable to log in even after password reset.
• Broken feature that was previously working.

How to Reach Us

• Email: info@durum.ai
• Your account manager: contact the person responsible for your account at Durum directly.