Common issues
Start with the surface where the failure appears, then verify access, status, and credits.
Can't sign in
Use the same sign-in method you used originally. For email codes, check the address and spam folder, then request a fresh code. An expired session requires signing in again.
An action is waiting for approval
With Ask me first, outward actions become proposals. Check the recipient, action, and boundary, then approve or reject it from Home, the Brief, or the related Topic.
Use Go ahead only for predictable work you are ready to delegate. See Authority & approvals.
Calls are not being answered
Check that the representative has a number, the line is active, the caller is not blocked, and the account is within its live line and credit limits.
See Manage lines and Trusted & blocked callers.
Email is not being answered
Confirm the message reached Zinley's own address, the sender is allowed, and When Zinley replies is not set to Don't reply automatically. On group threads, Only when asked stays quiet unless the message is directed to Zinley.
See Email behavior and Trusted & blocked senders.
A device is unavailable
The app must be signed in and running on the device, and cross-device access must be enabled. A sleeping app may be reachable; powered-off hardware is not.
Use the device's status and last-seen time rather than assuming a remote task ran. See Cloud + devices.
Credits are exhausted
Chat, calls, email, connected channels, and scheduled work use the same pools. Zinley spends daily credits first, then monthly, then wallet credits.
Open Billing & Usage to review activity, wait for a refill, buy wallet credits, or use Extra Usage when available.
Credits or repeated $10 charges disappear too quickly
A repeated $10 charge usually comes from one of two controls you enabled:
- Automatic wallet top ups can buy the selected $10 wallet pack every time wallet credits fall below your saved threshold.
- Extra Usage is separate. It charges accumulated usage after the normal credit pools reach zero; its default collection threshold is $10.
To stop automatic wallet purchases, open Account → Billing & Usage → Billing, switch off Automatic wallet top ups, and select Save rule. Disable Extra Usage separately if it is on. Stop running work and pause unwanted schedules if you also want to stop spending credits already available in the account.
Then open Usage, select Refresh, and inspect Recent activity for the relevant time window. Credit use depends on the work, model, calls, tools, media, and number of steps—not on how many minutes passed. See Billing & Usage for the full check and the exact read-only question to ask Zinley.
A model cannot be selected
First confirm that you are changing the correct setting. Direct text Chat on web, desktop, iOS, and Android uses the AI model button beside the message box. iMessage, SMS, Telegram, Discord, email, live voice, calls, meetings, scheduled tasks, and jobs Zinley runs for you use Configure → Speed & Model → Default model.
On Free, Auto is the available choice. Paid access and the current AI model list are shown in the relevant setting. See Choose the right AI model setting and Plan limits.
Call or email history looks short
Calls & Emails has a plan-based visibility window. It does not define Chat retention. See Plan limits.
Still stuck
Use Report a bug for reproducible product problems. Include what you expected, what happened, when it happened, and screenshots without secrets. Use Contact support when the issue needs account help or a charge does not match Recent activity.