Troubleshooting
Common issues, what they usually mean, and what to do next.
I can't sign in
Double-check your email and password — the sign-in form doesn't indicate which field was wrong, by design, to avoid revealing valid accounts. After several failed attempts you may be temporarily rate-limited; wait a few minutes before trying again. Password reset isn't currently self-service — contact your administrator to have your password reset. See Security & privacy.
I keep getting signed out
Sessions expire automatically, and signing in elsewhere or ending a session from Settings → Active sessions will also end it. If this is unexpected, review your active sessions for anything unfamiliar.
A page shows "Limited access"
The Leads and Knowledge sections are restricted to Admin and Manager roles. If you're on a Member account, this message is expected, not an error — ask an admin or manager on your team for access or for the information you need.
An ARIA product says "Locked"
This normally means the product is visible in your organization's ARIA catalog but is not included in its current operational access. Locked is a deliberate entitlement state, not a missing page. Open the product to review what it does, then see Product access & plans or contact Random Target AI if you believe the organization should already have access.
If a product was purchased or approved but still shows Locked, the entitlement or implementation setup needs to be verified. Do not work around the lock by entering an API URL directly; server-side product guards are designed to reject that access as well.
A conversation or lead is missing
Check Conversations or Leads directly — both show recent activity, and the ARIA Voice section shows the same conversation data filtered to voice. If something you expect still isn't there, confirm you're checking the right organization account, then contact your implementation contact.
ARIA gives an outdated or wrong answer
This almost always traces back to the knowledge base. Check the relevant document under Knowledge to confirm it reflects your current policy, then send an update to your implementation contact — see Knowledge.
A feature described in the docs isn't in the dashboard
Every product documentation page in this portal marks features as Available now, Requires setup, or Planned. If a feature is marked "Planned," it's expected not to appear in the dashboard yet — this is intentional, not a bug.
Usage shows "Pending"
This is expected — metered usage reporting isn't connected yet. Activity counts (customers, leads, bookings, calls) are still live and accurate. See Usage & billing.
I don't see the internal/customer switch
This is correct for customer accounts — the internal view is exclusive to Random Target AI staff and is never available on customer accounts. See Customer versus internal navigation.
Still stuck
Reach your organization's ARIA administrator first for account-specific issues. For anything else, use the contact page to reach Random Target AI directly.