This article walks through three clusters of common problems by symptom: signing in, payments, and calendar. Each section links to the primary article with the fix.
Sign-in problems
I didn't get my OTP code (phone)
If you entered your phone number on the login page and the SMS code never arrived:
Check your phone's SMS filtering. Some carriers and phones aggressively filter automated SMS.
Confirm the number you entered is correct, including the country code.
Wait for the resend cooldown (about 10 seconds) and try Get Verification Code again. The send may simply have failed silently.
Check whether the number is registered to your account. For privacy, the login page shows "Code sent" whether or not the number is on file. If you typed a number that was never used to register, no code is actually going out.
If you've tried several times and nothing arrives, your number may be temporarily rate-limited. Wait an hour and try again, or sign in with email instead.
I didn't get my email magic link
If you entered your email and the link never arrived:
Check spam and promotions folders. Magic links come from an automated address that some inboxes file aggressively.
Confirm the email address. A typo delivers the link nowhere.
Wait for the resend cooldown (about 10 seconds), then click Get Login Link again.
Check that the email is registered. Same privacy behavior as phone — "Link sent" appears whether or not the address is on file.
The magic link didn't sign me in
Magic links expire after a short window and can only be used once.
The link was already used. If you clicked it twice, the second click won't work. Request a new one.
The link expired. Request a new one and click it within a few minutes.
Wrong browser or device. Open the link on the same browser/device you'd otherwise sign in from.
I'm locked out (no access to phone or email)
To change your phone or email on your account, you have to be signed in — so if you've lost access to both, support is the only path. Contact us with proof of account ownership (the email or phone associated with the account, billing details) and we'll help you regain access.
For the full sign-in mechanics, see Managing your profile, sign-in, and notifications.
Payment problems
My subscription payment failed
When a subscription renewal fails, you'll see a banner on the billing page ("Your payment is past due"). Stripe automatically retries over the following few days, but you can resolve faster by updating your payment method:
Click Manage Billing on the billing page to open the Stripe Customer Portal.
Update your card.
Stripe will retry against the new card.
While the payment is past due, plan changes are blocked until you've resolved it.
My auto-reload purchase failed
If an auto-reload credit-block purchase fails (e.g., your card expired), all administrators on the account get an email with the failure reason from Stripe. There's no in-app banner for this specifically.
Update your payment method via Manage Billing as above.
Auto-reload will retry on the next call that drops below your threshold — or you can buy a block manually on the billing page to top up immediately.
My credit balance looks wrong after a purchase
Credit minutes from a successful purchase are added to your balance immediately. If you don't see them:
Refresh the billing page. The balance is fetched on load, so a stale page won't show new credits.
Check that the purchase actually completed. Look at your billing history — if the charge isn't there, the Stripe Checkout session may not have completed. Try again.
Wait a moment, then refresh. In rare cases there's a brief delay between Stripe confirming the payment and CoreReach updating the balance.
For details on payment methods, billing history, and the Stripe Customer Portal, see Invoices, payment methods, and failed payments.
Calendar problems
My calendar disconnected
Google Calendar OAuth tokens can expire or be revoked — for example, if you changed your Google password, removed CoreReach's access in Google's account settings, or stopped using the Google account. When this happens, your agent stops being able to book.
Open Optimize → Schedule Appointments.
The connection panel will show a disconnected state.
Click Connect and run through the OAuth flow again.
After reconnecting, future calls can book again. Past calls that should have booked but didn't won't be retroactively scheduled.
Bookings are landing at the wrong time
If your agent books appointments at times that don't match what was discussed:
Check your company timezone. Bookings use the timezone set under Business Details, not the caller's local time or yours. If your business timezone is wrong, every booking will be off by the difference.
Confirm which Google calendar is selected. If you have multiple calendars on the connected account, make sure the agent is writing to the one you expect (the dropdown is on the Schedule Appointments page).