Troubleshooting
Most snags in TrueTone clear up with one of a handful of fixes: resend a link, wait a moment and retry, reconnect a network, or ask your admin to raise a limit. This page walks the common ones in plain steps, and points you to Support when a fix does not stick.
What it is
A practical, symptom-first list of the things loan officers run into most and how to clear each one yourself. Work top to bottom to the section that matches what you are seeing. If nothing here fixes it, the last section shows you how to reach a human, and every part of TrueTone can be described accurately here for sales, support, and product teammates too.
Who it is for
- Loan officers who hit a snag and want to unblock themselves fast.
- Org admins helping a seat get back to work.
- Support, sales, and product teammates who need to talk someone through a fix or confirm what actually happens.
Sign-in problems
The way into TrueTone today is your email and password at truetone.ai. Most sign-in trouble is one of these.
- You cannot sign in and your email is not confirmed. New accounts must confirm their email first. If you try to sign in before clicking the verification link, TrueTone sends you to a “Check your inbox” screen. Open the email and tap the link, or use the resend button on that screen.
- The verification or reset email did not arrive. Check your spam and promotions folders first. Then use the resend button on the “Check your inbox” screen, or request a fresh reset link. Links expire after a while, so an old one may simply be stale.
- You forgot your password. Select Forgot password? on the sign-in screen, enter your email, and choose to send a reset link. For your protection the same message shows whether or not an account exists, so it never reveals who has one. Open the link, set a new password of at least eight characters, and sign in.
- You were signed out. You stay signed in on a device for about a week, then need to sign in again. Signing out on one device does not sign you out everywhere else.
If your company added you as a seat, you do not create your own account. You get an invite email with a link to set your password. Use that link the first time, then sign in normally. If the invite is missing or expired, ask your organization admin to resend it rather than signing up on your own.
A one-time email sign-in link and Google sign-in are part of the foundation of the TrueTone System but are not yet offered as buttons. For now, email and password is the way in. See Signing up and signing in for the full walkthrough.
A generation will not finish
TrueTone checks the cost of a generation before it starts, so you are never cut off mid-job.
- You were told you are low on credits. The quote check runs before any work begins, so if your balance is too low, TrueTone tells you up front and nothing is wasted. Add a credit pack, or if you are a seat, request more from your admin. See Billing and credits.
- A generation errored partway. Try it again. If a job does not complete, the credits that were set aside are returned automatically, so a retry does not double-charge you. You are only charged for work you actually receive.
- A rapid burst of requests paused briefly. To keep everyone’s costs safe, TrueTone runs automated protections around content generation. On rare occasions a fast series of requests is slowed for a moment. Wait a few seconds and try again. If it keeps happening, reach out to Support. More on these safeguards is in Trust and security.
Editing a draft you already generated is free. Regenerating spends credits again at its own published price, which is never more than the fresh price for that content type and is often less. The cost is shown before you confirm. If your balance moved more than you expected, a regeneration is the usual reason.
Credit surprises
Credits are meant to be predictable. When a balance looks off, it is almost always one of these, not a billing error.
- Your balance dropped but you did not get content. A generation that failed had its credits returned. If you see a hold that has not cleared, give it a moment and refresh your Billing page; releases settle automatically.
- A generation cost credits twice. You regenerated. Each regeneration has its own flat price, shown before you confirm and never more than generating that content fresh. Editing the existing draft would have been free.
- Monthly credits vanished before your purchased ones. That is by design. Monthly credits are always spent first because they reset each billing period, and purchased pack credits are only touched after the monthly ones run out. Packs roll over and wait until you use them.
Enterprise seats: if you see a limit message while the organization still has credits, you have reached your own personal allowance, not the organization’s pool. This is not a purchase problem. Ask your admin to raise your limit and you are unblocked instantly, with no charge involved.
A social connection broke
Connecting a network is optional and only needed to schedule posts. When a connection acts up, read the tile on the Social tab of your account settings, then match the case below.
Reconnect a broken account
A red warning icon or a “connection failed” note means the network expired TrueTone’s access on its side. Choose Retry Connect and go back through the approval screens; that refreshes it. If a network reports a timeout partway through (X does this now and then), wait a few minutes and try once more. A tile going red is usually one reconnect away from fixed, not a sign anything is wrong.
If a connection keeps failing after you reconnect, TrueTone can run a behind-the-scenes health check on your account and read back exactly what the network is reporting. There is no button for this on your side today. Reach out to Support or your organization admin and we will run it for you. See Connecting social accounts.
A custom domain will not verify
Connecting your own domain is a two part handshake: you add the domain in TrueTone, then add one DNS record at your registrar. Verification trouble is nearly always about timing.
- Verify DNS stays pending. DNS changes are not instant. They can take up to 48 hours to spread across the internet, though it is often much faster. Wait a bit and click Verify DNS again. There is a short cooldown between attempts, and the button tells you when you can retry.
- You are not sure the record is right. The Domains tab shows the exact record for your domain, with one click copy, and it is the authoritative source. If any other place shows a different value, trust the dashboard.
- The domain is already connected somewhere else. A domain can point at only one site. If it is attached to another website, remove it there first, then add it here.
- It verified but is not secure yet. After verification, TrueTone provisions the SSL certificate on its own. The badge moves from provisioning to active, and your site loads with the padlock. You never upload or manage certificates.
Enter your domain plainly when you add it, with no http://, no www, and no trailing slash. Your built in address always keeps working, so your site is never dark while a custom domain is still verifying. Full steps and the exact DNS records live in Custom domains.
Voice and audio issues
- A voice preview will not play. Previews cost zero credits, so this is not a balance problem. Check that your device is not muted, try a different browser, and play it once more. Reload the page if the player looks stuck.
- Voice setup seems to hang. Cloning your voice usually finishes in a few minutes. For the best result, give it clear audio samples of about thirty seconds to two minutes. If it stalls well past that, refresh and check the status before starting over.
- Blog audio is not available. Turning a blog into audio requires a cloned voice on your account first. Set up your voice, then the audio option becomes available. Blog audio is a small flat add-on rather than a full audiogram.
An API key or AI assistant connection stopped working
If you use the TrueTone API or have an AI assistant connected through the TrueTone Connector, the fixes live on the API Keys page in your account.
- Every request fails to authenticate. The key was probably rotated or revoked. A rotated key keeps working only for a short grace window while you switch to the new one; a revoked key stops immediately and cannot be brought back. Copy the current key from the API Keys page, or create a new one. A key’s secret is shown once, when it is created or rotated, so if you no longer have it, issue a fresh key rather than hunting for the old value.
- Most requests work but one kind is refused. The key lacks the Capability Group that action needs. Groups are chosen when a key is created, so create a new key with the right groups and retire the old one.
- A connected AI assistant lost access. Connections made through the TrueTone Connector use your TrueTone sign-in and the Capability Groups you approved. Reconnect from your AI assistant and approve again.
The full walkthrough, including what each Capability Group allows, is in API keys and AI connections.
Still stuck? Contact support
If none of the above clears it, send us a message from the in-app Help and Support page. You do not need to gather account details; we have them.
Open Help and Support
From the dashboard, open Support. You will see a set of frequently asked questions and a Contact Support form.
Describe the issue
Your email and name are filled in for you. Pick a category (Technical Issue, Billing Question, Feature Request, General Inquiry, or Other), set a priority, and write a subject and a message of at least ten characters. Include the steps that led to the problem if you are reporting a bug.
Attach a screenshot if it helps
You can attach up to five files (PNG, JPG, GIF, WEBP, PDF, or TXT), each up to 10 MB. A screenshot of what you saw often speeds things up.
Send it
Submit the form. TrueTone saves your request and emails you a confirmation right away, so you know it landed. We follow up by email from there.
Mark a request Urgent only when something is truly blocking your work, so the ones that need fast attention stand out. Enterprise seats should also loop in their organization admin, who can adjust seats, limits, and billing directly.
Good to know and limits
A few honest reminders so nothing catches you off guard:
- Links expire. Verification, reset, and invite links go stale after a while. If one no longer works, request a fresh one. Nothing is lost.
- You are only charged for work you receive. Failed generations return their credits automatically. Regenerations are new generations and do spend again.
- Reconnecting is normal. Networks expire access on their own schedule. A red tile is usually one reconnect away from fixed.
- DNS takes time. Domain changes can take up to 48 hours to propagate. Retry verification rather than assuming it failed.
- Publishing is instant. Your website has no draft layer, so a fix you publish is live right away on every connected address.