Troubleshooting

This page covers the most common issues admins encounter and how to resolve them. If your issue is not listed here, contact UniverX support.

I do not see the admin console in the sidebar.

Your account does not have the Admin or Owner role. Ask your organization owner to update your role in Admin console → Members → Members, then edit your profile and change the Role field.

My invitation link is not working.

Invitation links expire after 7 days. Ask an admin to go to Admin console → Members → Members, find your name (status: Invited), and click Resend invitation.

A member cannot log in even though their status shows Active.

Ask the member to use the Forgot password link on the login page. Alternatively, an admin can reset their password from Admin console → Members, edit the member, click the Security tab, and use the Reset password option.

I cannot access the Billing section.

Only the Owner role can access billing. If you need to make billing changes, ask your organization owner. See Billing & subscription.

Member issues

A member I invited has not received their invitation email.

Check that you entered the correct email address.
Ask the member to check their spam or junk folder.
Go to Admin console → Members, find the member (status: Invited), and click Resend invitation.

I accidentally removed a member.

Removed members cannot be recovered. Invite them again using the same email address. They will receive a new invitation and can set a new password. Note that their previous activity data cannot be restored.

I cannot change a member’s role to Owner.

Only the current Owner can assign the Owner role. If the Owner is unavailable, contact UniverX support.

A suspended member is still receiving notifications.

Suspension prevents login but may not immediately stop all notifications. If the issue persists after a few minutes, contact UniverX support.

Queue issues

No agents are receiving customer requests from a queue.

Check all of the following:

The queue is set to Active (Admin console → Queues → edit the queue → Queue active toggle).
At least one member or group is assigned to the queue.
If working hours are enabled, the current time falls within the configured hours.
The widget linked to this queue is also set to Active.

Customers are waiting too long before an agent accepts.

Add more agents to the queue.
Check that agents are logged in and available in the agent interface.
Review working hours — if customers are contacting you outside working hours, consider extending hours or adding after-hours coverage.

I set up working hours but the widget still shows as available outside those hours.

Make sure the Enable working hours toggle is turned on inside the queue edit panel. Saving changes to the hours alone is not enough — the toggle must also be enabled.

I deleted a queue and now a widget is broken.

The widget linked to the deleted queue can no longer route customers. Go to Admin console → Widgets, edit the affected widget, go to the Queue tab, and assign a new queue. Then click Save changes.

The widget does not appear on my website.

Check:

The embed code has been pasted correctly into the website’s HTML, just before </body>.
The widget is set to Active in the admin console.
The domain in the widget settings exactly matches the website domain (with or without www, as appropriate).

The widget appears but no agents receive customer requests.

Confirm the queue linked to the widget is Active.
Confirm at least one member or group is assigned to that queue.
Check queue working hours.

The widget embed code stopped working after a domain change.

The embed code is tied to the domain configured in the widget settings. If your website domain changed, update the Domain field in the widget edit panel, save changes, copy the new embed code, and re-add it to the website.

The precall form is not showing to customers.

Check that:

A form template is selected in the widget’s Precall form tab.
The form template is set to Active (Admin console → Forms → edit the template → Active toggle).

The domain shows as “Not verified”.

Complete the domain verification process. Choose one of the three methods (DNS, file, or meta tag) and follow the instructions shown in the widget settings. Ask your website administrator or IT team for help if needed.

Form issues

A form I created is not showing in the widget’s precall form dropdown.

The form must be set to Active. Go to Admin console → Forms, edit the template, and toggle Active on.

I changed a form but existing calls are still showing the old version.

Changes to form templates take effect immediately for new sessions. If a session was already in progress when you made the change, it may have loaded the old version.

Billing issues

My payment method shows as Expired or Failed.

Add a new payment method in Admin console → Billing → Payment methods, set it as the default, and then optionally delete the old one. Do this before your next billing date to avoid service interruption.

I received an invoice with incorrect company details.

Update the billing information in Admin console → Billing → Billing information. Future invoices will use the corrected details. For corrections to past invoices, contact UniverX support.

I cannot remove my only payment method.

You cannot remove the only payment method on file while you have an active subscription. Add a new card first, then delete the old one.

A payment failed and I am worried about service interruption.

Update your payment method immediately in Admin console → Billing → Payment methods. UniverX will retry the charge. If you need more time, contact UniverX support.

Getting further help

If none of the above resolves your issue:

Check the Event logs to see if any recent changes may have caused the problem.
Refer to the relevant admin guide section for the affected area.
Contact UniverX support with the following information:
- Your organization name
- The affected section (members, queues, widgets, etc.)
- Steps you have already tried
- Any error messages shown on screen

Glossary Definitions of admin-specific terms used in UniverX.