> ## Documentation Index
> Fetch the complete documentation index at: https://docs.vosen.io/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Common Vosen Issues

> Step-by-step fixes for the most common Vosen issues — login codes, voice cloning, campaign errors, CRM access, and billing.

This guide walks you through fixes for the most common issues you might encounter while using Vosen. Work through the relevant section below, and if you're still stuck, the support team is always happy to help.

***

## Account & Login

<Accordion title="I didn't receive my 6-digit login code">
  Start by checking your spam or junk folder, as authentication emails occasionally get filtered. Make sure you're checking the same email address you used to sign up — the code is always sent to that address only. If the email still hasn't arrived after a minute or two, return to the login page and request a new code. If the problem persists, contact [support@vosen.io](mailto:support@vosen.io) with your account email address.
</Accordion>

<Accordion title="My login code has expired">
  Login codes expire after 10 minutes for security reasons. If your code has expired, simply return to the Vosen login page and request a fresh one — there's no limit on how many times you can do this. Enter the new code promptly to avoid it expiring again before you log in.
</Accordion>

***

## Voice & Audio

<Accordion title="My cloned voice doesn't sound right">
  A few factors can affect clone quality. Try re-recording in a quieter environment with minimal background noise, speak at your natural pace rather than reading too stiffly, and aim for a recording longer than 30 seconds — the more audio you provide, the more accurate the clone. Once you're happy with a new recording, you can re-submit it from your Voice settings to replace the existing clone.

  <Tip>
    Record using a headset or a microphone held close to your mouth for the clearest possible audio capture.
  </Tip>
</Accordion>

<Accordion title="Voice cloning is taking too long">
  Voice cloning usually completes within a few minutes, but can occasionally take up to 5 minutes during periods of high demand. Try refreshing the Voice settings page — your clone may already be ready. If the status still shows as processing after 5 minutes, contact [support@vosen.io](mailto:support@vosen.io) and include your account email so the team can investigate.
</Accordion>

<Accordion title="I'm on the Free plan and can't see voice cloning">
  Voice cloning is available on the Pro and Scale plans only. The Free plan uses a high-quality prebuilt AI voice for all outreach campaigns. To unlock your own personalised voice clone, upgrade to Pro ($29/mo) or Scale ($49/mo) from your Account > Billing page.

  <Note>
    Your existing campaigns and lead data are fully preserved when you upgrade — you won't lose anything.
  </Note>
</Accordion>

***

## Campaigns

<Accordion title="My CSV upload failed">
  Check the following before re-uploading your file:

  <Steps>
    <Step title="Verify required columns">
      Your CSV must include columns named **First Name**, **Last Name**, and **LinkedIn URL**. Missing or misspelled column headers will cause the upload to fail.
    </Step>

    <Step title="Remove special characters from headers">
      Column headers should not contain special characters such as `#`, `@`, `%`, or quotation marks. Plain text headers only.
    </Step>

    <Step title="Save as .csv, not .xlsx">
      Make sure you export or save the file as a `.csv` (comma-separated values) file. Excel's `.xlsx` format is not supported. In Excel or Google Sheets, choose **File > Download > CSV** before uploading.
    </Step>
  </Steps>
</Accordion>

<Accordion title="LinkedIn URLs are not being recognised">
  LinkedIn profile URLs must be in the full standard format: `https://linkedin.com/in/username`. Shortened links, vanity redirects, or URLs containing extra query parameters (e.g. `?utm_source=...`) will not be recognised. Double-check each URL in your CSV opens the correct LinkedIn profile before uploading.

  <Warning>
    Avoid using LinkedIn Sales Navigator or Recruiter URLs — only standard `linkedin.com/in/` profile URLs are supported.
  </Warning>
</Accordion>

<Accordion title="My campaign is sending slowly">
  Slow sending is intentional. Vosen spaces out voice notes with human-like timing rather than sending them all at once, which protects your LinkedIn account from being flagged for automated behaviour. You don't need to take any action — your campaign is running normally. Refer to your plan's daily send limit to estimate when all notes in the campaign will have been delivered.
</Accordion>

<Accordion title="I can't use LinkedIn search to find leads">
  LinkedIn search targeting is available on the Pro and Scale plans only. If you're on the Free plan, you can still upload leads manually via CSV. To unlock LinkedIn search, upgrade to Pro or Scale from your Account > Billing page.
</Accordion>

***

## CRM & Replies

<Accordion title="I can't see the CRM">
  The CRM is available exclusively on the Pro and Scale plans. If you're on the Free plan, the CRM tab will not appear in your dashboard. Upgrade your plan from Account > Billing to gain access to reply tracking, lead management, and the full CRM dashboard.
</Accordion>

<Accordion title="A reply isn't showing in the CRM">
  Reply syncing is automatic, but it can occasionally take a few minutes to appear after a lead responds on LinkedIn. Wait 5 minutes and then refresh your CRM view. If the reply still isn't showing after that, contact [support@vosen.io](mailto:support@vosen.io) with the lead's name and LinkedIn URL and the team will investigate the sync issue.
</Accordion>

***

## Billing

<Accordion title="I was charged unexpectedly">
  Vosen subscriptions renew automatically at the start of each billing cycle. To check your next renewal date and the amount you'll be charged, go to **Account > Billing** — your billing date and plan details are listed there. If you'd like to avoid future renewals, you can cancel your subscription from the same page at any time.
</Accordion>

<Accordion title="How do I get a refund?">
  To request a refund, email [support@vosen.io](mailto:support@vosen.io) within 7 days of the charge. Include your account email address and a brief description of the issue and the team will review your request promptly. Refunds are assessed on a case-by-case basis in line with Vosen's billing policy.
</Accordion>

***

<Note>
  If you can't find the answer here, email [support@vosen.io](mailto:support@vosen.io) and the team will help.
</Note>