Common Issues

Quick fixes for the things people run into most. If none of these help, use Report a Bug or Contact Support.

Can't sign in

  • Use the same method you signed up with — email + verification code, or Google Sign-In. See Download & Install.
  • Verification code didn't arrive? Give it a minute, check your spam folder, and make sure you typed the address correctly. You can request a fresh code.
  • If your session expired, just sign in again.

Zinley asked me to approve something instead of just doing it

That's working as intended. By default your agent's decision autonomy is set to Confirm, so anything pointed at the outside world — sending an email, committing to something on a call — comes back to you as a proposal first. Approve it and it goes out.

You'll find those proposals in Inbox and on the topic they belong to. To let Zinley act without asking, switch autonomy to Auto in Agent setup. See Core Concepts for the full explanation.

Zinley isn't answering calls

  • No number yet? Zinley needs its own line before it can take calls — get one at Get a number.
  • Line paused? A paused line keeps its settings and memory but doesn't answer. Resume it from Your lines.
  • Over your plan's line limit? Numbers bought beyond your plan's active-line cap arrive paused. Upgrade or pause another line — see Plans & Limits.
  • Caller blocked? Check the number isn't on your blocked callers list, including per-line blocks and anything auto-block added after a previous call.

Zinley isn't replying to email

  • Confirm you emailed the agent's own address (…@me.zinley.com) or CC'd it on the thread — see Your agent's email address.
  • Stranger auto-bounce: people who aren't you, aren't trusted, and aren't already on the thread get a polite bounce instead of a reply. Add them to your trusted senders if they should get through.
  • Reply mode: if it's set to when addressed, Zinley only chimes in on group threads where it's actually mentioned. Check Email settings.
  • Someone replied "STOP": that pauses Zinley on the thread for 24 hours.
  • Check the sender isn't on your blocked list — blocked senders are dropped at the door with no bounce.

It doesn't recognize me

Add your own numbers and email addresses to the trusted lists so Zinley treats messages from them as coming from you, with full access. See Trusted & blocked senders and Trusted & blocked callers. Trusted phone numbers are verified with an SMS code.

A device isn't available

Zinley only reaches devices you allow, and only while the app is signed in.

  • Make sure the desktop app is running (in the background is fine) and signed in — it checks in about once a minute to stay marked online.
  • Check the device's cross-device toggle is On in Devices. Off makes it invisible to your other devices.
  • A sleeping machine is fine — Zinley wakes the app when it needs it. A machine that's powered off isn't: a scheduled device task won't run, and you'll get an email saying so.
  • Devices inactive for 30 days drop off the list on their own. Reinstalling the app registers a new device rather than reusing the old one.
  • See Connect a device.

I've run out of credits

Every request on every channel — chat, Telegram, Discord, phone calls, and scheduled tasks — draws from the same credit pools. Heavier models cost more per request.

Credits are spent daily pool first, then monthly, then wallet. Check Billing & Usage to see where you stand, buy wallet credits, or upgrade. You can also earn credits by referring a friend. Or simply ask Zinley in chat — it'll read your live balances back to you.

History looks short

You're seeing your plan's visibility window, not missing data. Free shows the last day, Plus a week, Pro a month, and Max three months — and it applies to chat history, email threads, call reviews, and the activity feed alike. Nothing is deleted; it's just hidden from view. See Plans & Limits.

I can't pick a model

The model picker is a paid-plan feature. On Free, everything runs on Auto, which routes each task for you. Upgrade to unlock the picker and premium models — see Modes & models and Plans & Limits.

My request is queued or stuck behind another

Each plan allows a certain number of requests running at once. If you've fired off several long tasks, later ones wait their turn. Let one finish, or upgrade for more concurrent requests — see Plans & Limits.

Still stuck?

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