All topics

Error messages

For BuildersChecked against the app on October 1, 2026

The messages people meet most often in HiloVoice, by area, with why each appears and what to do. A message in italics is the app's own words; <…> stands for a name, number or amount the app fills in. A message that ends (reference …) comes with a code for HiloVoice support: quote it if you contact them.

Anywhere in the app

You see	Why	What to do
Your role here is Analyst: you can look at everything, but not change it. An owner or admin can make you a builder.	Analysts can look but not change anything. A banner over the app says so too.	Ask an Owner or Admin to make the change, or to change your role.
Something went wrong on our side. Please try again — if it keeps happening, contact support and quote the reference.	HiloVoice hit a problem it didn't expect.	Try again in a minute. If it keeps happening, contact support with the reference.
Your session has expired. Please sign in again.	You've been signed out.	Sign in again. Changes the builder saved are kept.
HiloVoice is down for maintenance.	HiloVoice is being updated.	Try again shortly.
A red banner: Calls are paused. and why, such as The free trial is over. Choose a plan to carry on taking and placing calls.	The trial is over, there's no plan, the plan ended or a payment didn't go through. Agents don't take or place calls meanwhile.	An owner chooses a plan or settles the bill under Settings → Billing. See Plans, minutes and limits.

Signing in and your team

You see	Why	What to do
Invalid email or password.	The email or the password is wrong, or the account signs in with Google only.	Check both, click Forgot your password?, or use Continue with Google.
An account with email '<email>' is already registered.	That address already has a HiloVoice account.	Log in instead, or reset the password.
Too many tries just now. Wait a minute and try again. (or Too many requests. Try again in a minute.)	Too many sign-in attempts from your connection in a minute.	Wait a minute.
That link has expired or been used. Ask for a new one.	A password or email link works once, and for a limited time: an hour for a new password, three days to confirm an email. A newer link replaces an older one.	Ask for a new link, and use the newest email.
Several links have gone out this hour already. Check your inbox and spam folder, or try again later.	Three links of the same kind went out in the last hour.	Check your spam folder, or wait an hour.
That Google sign-in has expired or was started in another browser. Try again.	The sign-in was started in another browser or tab, or the page was reloaded.	Start again from Continue with Google, in one browser.
That invitation has expired or been taken back. Ask whoever invited you for a new one.	An invitation works for a week, once, and can be taken back.	Ask an Owner or Admin to send it again.
You're signed in as <your email>. This invitation is for <invited email>: log out and sign in with that address to accept it.	An invitation works only for the address it went to.	Log out, then sign in or sign up with the invited address.
<email> is on the team already.	That person is already a member.	Change their role instead, under Settings → Team.
Invite them as an admin, then hand ownership over from the team page.	Nobody can be invited as an Owner.	Invite them as an Admin, then hand ownership over.
Send them the link yourself: HiloVoice couldn't email <email> just now. …	The invitation was made, but the email didn't go.	Copy the link and send it to them another way. It works only for that address, for a week.
Every organization keeps an owner: make someone else an owner first. (or Hand ownership over before you leave: every organization keeps an owner.)	The last Owner can't step down, be removed or leave.	Make someone else an Owner first.

See Invite your team and Manage members and roles.

Building and publishing an agent

The builder saves each change a moment after you make it. When the server won't take a change, a toast says This can't be saved yet (or A few things need fixing before this can be saved, with a list), and each problem ends with where to fix it, such as (Caller Screening → "…"). The change saves once it's put right.

You see	Why	What to do
Couldn't save your changes., and Not saved — retry at the top	The change didn't reach HiloVoice, usually because the connection dropped.	Click Not saved — retry.
Go live is greyed out, and pointing at it says <n> things to do before it can go live	Something stops the agent going live.	Open Review & Go Live: the red list under Is it ready? links each one to its step.
The agent needs a name callers will hear., The agent needs a business name. or The agent needs a purpose.	Name it gives callers, Business name or Purpose is empty.	Fill it in on Voice & Purpose or Business Information.
Add at least one question. or Add at least one detail for the agent to establish on the call.	The agent has nothing to ask.	Add one on Intake Questions, Details or Questions.
Say what HiloVoice should help complete — the goal on the Goal step.	A Follow-ups agent has no goal.	Write one under The goal.
This agent places calls, so it has to speak first — set that on the Opening step.	An outbound agent is set to wait for the other person.	Click Make the agent speak first on Opening.
Appointments are switched on but no booking link has been checked yet.	Book appointments is on with no appointment.	Paste a link and click Use this link, or switch it off.
<transfer>: there's no number to transfer the call to.	A transfer has nowhere to go.	Choose where the call goes on Call Transfers, or remove the transfer.
We couldn't publish the agent just now. Your draft is saved — please try again.	Publishing failed on HiloVoice's side.	Click the button again. If it fails twice, wait a few minutes.
Your plan includes <n> live agents, and they're all in use. Pause one, or choose a bigger plan under Settings → Billing.	Going live, or resuming, would pass your plan's live agents.	Pause an agent you don't need, or an owner changes the plan.
That voice is no longer available. Choose another one.	The agent's voice can't be used on calls any more.	Choose another voice on Voice & Purpose, then publish again.
That transfer destination no longer exists. Choose another one.	A saved line the agent transfers to was deleted.	Choose another on Call Transfers, then publish again.
Couldn't create a starting point for that industry — you can try again from the builder.	HiloVoice couldn't write the first draft this time. The agent was still made.	Click Create it for me on Business Information in a few minutes.
Couldn't write that just now. Try again, or write it yourself.	Write it for me or Suggest didn't work this time.	Try again, or type it yourself.
A preview can be at most 400 characters.	Hear it plays at most 400 characters, and the greeting or opening is longer.	Shorten it, or hear it whole in Try it.
HiloVoice needs your microphone for this. Allow it in your browser, then try again.	Your browser blocked the microphone for Try it.	Allow it for HiloVoice in the browser's address bar, then click Try again.
Try it has <n> minutes a month on your plan, and this month's are used. They're back on the 1st.	Your plan limits test calls.	Wait for the 1st, or ring a live agent's number from your phone.
That file is over 20 MB. or That kind of file can't be read. Use .pdf, .docx, .txt, .md, .html, .csv.	A document on Knowledge Base is too big or the wrong kind.	Save it smaller, or as one of those kinds.
That doesn't look like a website address. Try something like yourfirm.com.	What you typed for Create it from our website or Fill in from your website isn't a web address.	Type the address on its own, such as `yourfirm.com`.
This agent is archived. Restore it first.	Nothing can be changed, tried or published on an archived agent.	Click Restore this agent in its … menu.
This agent has a campaign that has not finished. Cancel it before archiving the agent.	A campaign that isn't over uses the agent.	Cancel the campaign, or delete it if it's still a draft, then archive.
This agent can be archived but not deleted. and why, such as It has taken a call, and that history is kept.	Only an agent with no calls, numbers or unfinished campaigns can be deleted.	Archive it instead.
Follow-up agents are on <plan> and up. An owner can change the plan under Settings → Billing.	Your plan doesn't include Follow-ups agents.	An owner changes the plan, or make another kind of agent.

Review and go live lists more of what the red list can say, and each step's topic covers its own messages.

Phone numbers

You see	Why	What to do
An owner or admin can get a number or set up forwarding. (on Phone numbers: Only an owner or admin can buy or release phone numbers.)	Your role is Builder or Analyst.	Use a number your organization has under Or use a number you already have, or ask an Owner or Admin.
Your plan includes <n> phone numbers, and they're all in use. Release one, or choose a bigger plan under Settings → Billing.	Every number your plan includes is taken. Forwarding numbers count.	Release a number you don't use, or an owner changes the plan.
That number was just taken. Search again and pick another.	Someone else got the number first.	Search again and choose another.
A number's status reads Not taking calls yet, or The number is assigned to <agent> but couldn't be connected for calling yet. Use Retry on <agent>'s Phone Number step in a moment.	Connecting the number didn't finish.	Click Retry in a moment.
Publish the agent first. A number goes live only for a published agent, so callers never reach an agent that isn't ready.	Retry on a draft agent's number.	Go live on Review & Go Live; the number starts answering then.
This agent already answers on <number>. Disconnect that number first to use a different one.	A Receptionist answers on one number at a time.	Click Disconnect on its number, then choose the other.
An agent that places calls doesn't take a number over. Choose the number as its caller ID instead; whoever answers it keeps answering it.	An outbound agent was given a number the way a Receptionist is.	Pick the number on its Caller ID step.
Not ready to call from yet, with Retry, on Caller ID	HiloVoice couldn't get the number ready to call from.	Click Retry. If it keeps failing, contact support with the number.
<number> can't be released yet: and what frees it, such as "<agent>" answers on it: disconnect it on that agent's Phone Number step, or "<agent>" calls from it: choose Stop using on that agent's Caller ID step	The number is in use by an agent, as its number or its caller ID, or by a campaign that isn't over.	Do what it says: disconnect it, stop using it as the caller ID, or give the campaign another number under Call from. Then release.
No call reached HiloVoice, after a test call	Your phone company isn't forwarding the calls yet, or not to the right number.	Check forwarding is on and goes to your forwarding number, call from a different phone, then Try again.
Connection detected: your phone provider didn't pass on the original caller's number	Calls arrive, but with your own number in place of the caller's.	Click Troubleshoot caller ID and follow it, then Test again.
Your phone service held the call for a key press	Your phone service asks whoever answers to press 1.	HiloVoice presses it from now on; Test again. If it still holds the call, turn call screening off in your phone service.
Connecting your own phone provider is on <plan> and up. Forwarding your number works on every plan. An owner can change the plan under Settings → Billing.	Your plan doesn't include Connect my phone provider.	Forward your number instead, or an owner changes the plan.

See Give a Receptionist its number and Manage your phone numbers.

Campaigns

A campaign that stops itself says Paused: and why, and a draft that can't launch lists why under Not ready yet: Campaign statuses lists every reason, with what to do.

You see	Why	What to do
Campaigns are on <plan> and up. An owner can change the plan under Settings → Billing.	Your plan doesn't include campaigns.	An owner changes the plan.
Only an agent that places calls can run a campaign. This one answers them.	A Receptionist was chosen.	Choose a Confirmations, Detail checks, Feedback or Follow-ups agent.
Pick the column with the phone number.	No column of the file is set to Phone number.	Set the column with the numbers to Phone number.
"full_name" is a name HiloVoice fills in itself on every call. Call the "<column>" column something else. (or another name, such as `phone`)	A column's name under Something the agent can use is one HiloVoice fills in itself.	Give the column another name, or put names under First name and Last name.
Two columns are both called "<name>". Give one of them another name.	Two columns under Something the agent can use have the same name.	Rename one of them.
That file has more than 50,000 rows. Imports are limited to 50,000 rows for now.	The file is too long.	Split it and add the parts one after another.
Your plan takes up to <n> contacts in one upload, and this file has <n>. Split it into smaller files, or choose a bigger plan under Settings → Billing.	Your plan limits one upload.	Split the file, or an owner changes the plan.
Variable names are lowercase letters, digits and underscores, starting with a letter.	A name under Something the agent can use has a space, a capital or a symbol.	Change it, such as `appointment_time`.
The file has no header row., Every column in the header row needs a name., Two columns in the header row have the same name. or The file has a header row and nothing under it.	The first row isn't a set of different column names, or there are no rows of people under it.	Put one name over each column in the first row, with a row for each person under it.
The import didn't go through, with the reason	The file couldn't be read as you set it up.	Put right what the reason says, click Try again, and choose the file again.
An import is still being processed. Wait for it to finish.	The last file is still being read.	Wait, then add the next.
No open campaign to add them to.	Add to a follow-up campaign… found no campaign that can still call.	Start a campaign on Campaigns.

See Import a campaign's recipients and CSV columns.

Integrations and lookups

When a connection fails, the app shows the other service's own reason as it gives it.

You see	Why	What to do
A banner on every page: <name> has stopped working: and the reason, then what that means meanwhile, such as Calls go on, but agents can't book on it: they offer the booking link or take the caller's details instead, until it's reconnected.	A connection that worked has started failing, such as a password changed or access taken away.	Click Fix it, then replace the details on Settings → Integrations. Test says <name> still works once it's put right.
CRM connections are on <plan> and up. or Lead endpoints are on <plan> and up., then An owner can change the plan under Settings → Billing.	Your plan doesn't include that connection.	An owner changes the plan.
Calendly rejected that access token., Acuity rejected the User ID and API key. …, YouCanBookMe rejected the account ID and API key. …	The key or token was copied wrong, or the account's plan doesn't allow it. Acuity's free plan, and YouCanBookMe below its Team plan, have no API access.	Copy the key again from the calendar's own settings, or move that account to a plan with API access.
Google Calendar was connected without permission to <…>, which booking needs. Connect again and leave every box ticked.	A permission box was unticked on Google's page.	Connect again, and leave every box ticked.
HiloVoice wasn't given access on Google's page. Sign in again and press Continue to connect it.	The Google page was left, or access was refused.	Connect Google Calendar again and click Continue.
That API key cannot send mail. Create one with Mail Send access.	The SendGrid key doesn't allow sending.	Make a key with Mail Send access in SendGrid.
<address> is not a verified sender on this SendGrid account. Verify it there first, or use one that is: …	SendGrid only sends from addresses verified on the account.	Verify the address in SendGrid, or use one it lists.
HubSpot did not accept the token. Check it was copied whole, and that the private app is still installed.	The private app's token is wrong, or the app was removed.	Copy the token again from the private app.
The token lacks a scope HubSpot needs (crm.objects.contacts.read and crm.objects.contacts.write).	The private app is missing a permission.	Add the scopes to the private app in HubSpot, then connect again.
That isn't a Slack incoming webhook URL — it starts with https://hooks.slack.com/. (or That isn't a Zapier webhook URL — a Catch Hook starts with https://hooks.zapier.com/.)	The web address pasted isn't the right kind.	Copy the incoming webhook from Slack, or the Catch Hook from the Zap's trigger step.
Slack no longer accepts this webhook (…). Create a new incoming webhook and connect it again. or Zapier no longer knows this hook. …	The webhook was removed on their side.	Make a new one there, and connect again.
That's more than 10,000 rows — the most a lookup dataset can hold for now. Split the file, or keep only the rows the agent needs to find.	A lookup spreadsheet holds up to 10,000 rows.	Keep only the rows the agent needs.
The lookup service refused HiloVoice's credentials. (under Try a lookup, on the source)	Your own API turned the request away.	Check the key or headers on the API source.

See What you can connect and Add a lookup source.

Campaign statuses — why a campaign pauses, and what stops a launch
Agent builder fields — every field, with its limits
Frequently asked questions — short answers to the common questions