CHATZONIC HELP CENTRE
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Practical solutions for access, calls, messages, payments and your workspace. Start with a checklist. Contact us if you still need help.
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Search 30 troubleshooting guides or choose a topic below. Account actions described here become available through the connected app; public website pages do not activate service.
30 guides across 8 topics
TOPIC 01
Account, login & activation
Start with the correct account, access link and activation status.
I cannot sign in
- Use the official workspace login link provided after activation. The public website account and workspace access may be separate.
- Check your chosen username and workspace domain, keyboard layout and accidental spaces. The personal verification email is for OTP and recovery, not the username sign-in identifier. Never share a password with support.
- If recovery does not arrive, check spam and whether you used the registered email. Ask your workspace owner to check your user status.
Include: Registered email, workspace reference and the exact error.
Contact UsMy verification email or code has not arrived
- Check the registered email for typing errors, then check spam and blocked-sender folders.
- Use the latest code only and request another code through the activation flow when that option is available. Avoid repeated rapid requests.
- If no email arrives, ask support to check the request; do not send your OTP or password.
Include: Registered email, request time and the step where you are stuck.
Contact UsI paid but my workspace is not active
- Payment submission and approval are separate steps. Check the recorded payment status rather than assuming a transfer has activated service.
- Check the transaction reference and any requested verification. Do not repeat payment simply because activation is pending.
- If a payment appears completed but the workspace is still pending, ask for a review.
Include: Payment reference, amount, date, workspace reference and displayed status.
Contact UsA teammate cannot access the workspace
- The workspace owner should check whether that specific user is created, has an active paid plan and has the correct access details.
- Check both workspace validity and the teammate’s individual validity. One owner payment does not activate all members.
- If access details are incorrect, use the account recovery or access management options once available.
Include: Affected user reference, workspace reference and access error.
Contact UsTOPIC 02
Calling & audio
Check plan eligibility first, then permissions, equipment and connectivity.
Calls will not start or fail immediately
- Confirm that the user has a calling-enabled plan, active user validity, an active workspace and a permitted assigned number.
- Enter the destination in international format, including the country code. Check whether that destination is supported before retrying.
- Check your internet connection and microphone permission, then retry once with a supported browser.
Include: Call reference if available, time, destination country and error; mask private numbers where possible.
Contact UsThe other person cannot hear me
- Allow microphone access for the official app site. Check the selected input device in browser and operating-system audio settings.
- Unmute the microphone, disconnect an unused headset and close another app that may be using the microphone.
- Make a short test using another microphone or headset. If the issue follows one device, inspect that device’s settings.
Include: Browser/device, selected microphone and whether another microphone works.
Contact UsI cannot hear the other person
- Check speaker volume, browser-tab mute and the selected output device. Bluetooth may route audio to a different headset.
- Disconnect and reconnect the headset, then test your speakers with another audio source.
- If only one call is affected, note that call’s reference and time.
Include: Call reference, device, browser and whether other audio plays.
Contact UsAudio is delayed, broken or calls drop
- Move to a stable connection. Pause large downloads and try a wired connection or stronger Wi-Fi signal.
- Close unnecessary applications and test with a different headset. If permitted, compare another network to isolate a local connection issue.
- Avoid repeatedly calling the same recipient while troubleshooting. Record when the issue occurred.
Include: Time, browser/device, network type and affected call references.
Contact UsMy active calling plan is blocked
- Business Starter and Business Pro include unlimited calling during the active user plan period. Confirm the affected user still has an active calling-enabled plan.
- Check workspace validity, number assignment, microphone access and the displayed error. Workspace membership does not automatically activate each user.
- If the plan has expired, ask the workspace owner to renew that user. If an active plan is blocked, ask support to review the restriction.
Include: User reference, plan and the usage shown.
Contact UsTOPIC 03
SMS & delivery
A number assignment and a paid plan do not replace recipient permission or required sender approval.
I cannot send a message
- Check user and workspace validity, an assigned sender and remaining SMS segment allowance.
- Confirm the required sender verification or A2P approval for the number type and intended messaging programme.
- Check the recipient’s number format and consent. Do not retry to recipients who opted out.
Include: Message reference, status/error, time and sender approval status; avoid sending message content unless needed.
Contact UsA message is pending, failed or not delivered
- Read the recorded delivery status and any error. A submitted message is not the same as confirmed delivery.
- Check sender approval, recipient format, consent and whether the destination supports the intended message.
- Carrier filtering, recipient conditions and network availability can affect delivery. Do not repeatedly resend the same message.
Include: Message reference, timestamp, delivery status and error code.
Contact UsOne message used more than one SMS credit
- Allowances are charged in SMS segments. Length and encoding can split one visible message into several billable segments.
- Emoji and some characters can change encoding. Review the segment estimate when available and shorten unnecessary text.
- Compare the usage record with the specific message before requesting a billing review.
Include: Message reference, displayed segment count and usage difference.
Contact UsI cannot receive replies
- Check that the recipient is replying to the assigned number and that its supported capabilities include incoming messaging.
- Check workspace/user validity and any relevant inbox view or filter once the app is connected.
- Ask for a review if an expected reply is absent; do not publish the recipient’s private conversation.
Include: Assigned-number reference, expected reply time and affected user.
Contact UsA recipient sent STOP or asked to opt out
- Stop sending to that recipient for the relevant programme and respect supported opt-out handling.
- Do not change sender numbers or users to bypass the opt-out. Keep the withdrawal record.
- Send future messages only when permitted by the applicable programme rules and a valid consent process.
Include: Programme and message reference if opt-out handling appears incorrect.
Contact UsSender verification is pending or rejected
- Review the stated reason or requested correction. Check business identity, intended use, message examples and the actual opt-in process.
- Make sure public Terms and Privacy links are accurate and reachable. Follow the applicable registration path for the number type.
- Submit corrections through the approved workflow once connected. Approval and a fixed review time are not guaranteed.
Include: Registration reference and the requested correction or rejection reason.
Contact UsTOPIC 04
Payments, wallet & refunds
Review the recorded status and transaction reference before making another payment.
My Binance payment is not showing in the wallet
- Check the exact payment instructions provided in the approved payment flow, including the asset and network.
- Check transaction status and keep the transaction reference. A completed transfer may still need payment review.
- Do not send a second payment to compensate for a pending credit. Request a reconciliation of the first payment.
Include: Transaction reference, asset/network, amount, date and payment request reference; never send credentials.
Contact UsI used the wrong asset, network or payment details
- Stop further transfers and compare the transaction with the payment instructions you were given.
- Contact support with the transaction reference promptly. Recovery depends on the actual transaction and destination and cannot be promised.
- Do not give anyone your exchange password, wallet private key, seed phrase or OTP.
Include: Transaction reference, network, asset, amount and intended payment request.
Contact UsMy wallet has balance but a user did not activate
- Check whether the balance is approved and available, rather than pending.
- The owner must create or renew the selected paid user using the wallet. Adding balance alone does not activate every member.
- Check the user’s plan price, selected action and transaction result before trying again.
Include: Workspace/user reference, available balance and action result.
Contact UsI see a duplicate or unexpected charge
- Compare transaction references, timestamps and the user or number associated with each entry.
- Check whether the entries represent separate user activations, renewals or additional numbers.
- If an unexplained duplicate remains, request a review before repeating the action.
Include: Relevant transaction references, amounts and affected user/number references.
Contact UsCan I request a refund?
- Only available, unspent wallet balance is eligible under the refund policy, subject to applicable law.
- Once a workspace is created and a number assigned, activated service charges are not refundable.
- Eligible wallet refunds are processed within 24–48 hours. Read the full policy before submitting a request.
Include: Workspace reference, wallet balance and the relevant transaction references.
Contact UsTOPIC 05
Plans, users & expiry
The owner plan, workspace expiry and each teammate’s paid validity are separate.
The workspace has expired
- The owner should review the owner plan and renew manually through the approved flow. Renewal is client initiated; there is no automatic renewal charge.
- Owner renewal resets workspace validity using the same duration rules as new activation.
- Renew only the teammates you want to keep active using available wallet balance.
Include: Owner/workspace reference, selected plan and expiry shown.
Contact UsThe workspace is active but a user has expired
- Check that user’s individual validity; workspace access does not renew all paid users.
- The workspace owner can use approved wallet balance to renew the selected user.
- Each renewal applies the same allowance and user-validity duration as a new activation.
Include: User reference, selected plan and current validity.
Contact UsWhich expiry duration applies to my plan?
- SMS Daily: 1 day user validity and 15 days workspace validity. SMS Weekly: 7 days user validity and 20 days workspace validity.
- SMS Monthly, Business Starter and Business Pro: 30 days user validity and 45 days workspace validity.
- Workspace renewal reminders are intended to begin two days before expiry. Check the actual expiry record rather than relying only on a reminder.
Include: Plan, activation/renewal reference and expiry shown.
Contact UsI cannot add another teammate
- A workspace supports up to 50 members: one workspace owner and up to 49 additional users.
- Each paid user has an individual plan, price, allowance and validity. Check available approved wallet balance.
- If below the limit but creation still fails, record the exact error and request a review.
Include: Workspace reference, member count, chosen plan and error.
Contact UsTOPIC 06
USA numbers & assignment
Check the affected paid user, number capability and any additional monthly charge.
My number is missing or assigned to the wrong user
- The owner should check the affected user’s active plan and recorded number assignment. One USA number is included per paid user.
- Confirm that the user is in the correct workspace. Do not assume another member’s number is shared.
- Ask for a review before attempting repeated reassignment or purchasing a replacement.
Include: User and number references and the assignment you expected.
Contact UsHow much does another number cost?
- Each additional number costs $1.50 per month. Check the assignment and charge before approval.
- Unassigning or changing a number does not by itself promise a fee reversal or release from a recorded charge.
- Availability, assignment rules and supported calling/messaging capabilities must be confirmed for the selected number.
Include: User/number reference and the charge or assignment question.
Contact UsTOPIC 07
Browser, mobile & display
Isolate local browser issues without losing payment or transaction references.
The app is blank, slow or buttons do not respond
- Save any pending work and note the current status before refreshing. Do not repeat a payment or renewal just because the screen is slow.
- Use an updated browser, check internet connectivity and test a private window to isolate extensions or cached sessions.
- If a private window works, review extensions and site data. Clearing site data signs you out; keep your access details available.
Include: Page/action, browser/device, time and a screenshot with private information hidden.
Contact UsMicrophone access is blocked on mobile
- Open the official app over HTTPS and review its microphone permission in browser and device settings.
- Check whether another app is using the microphone and whether a Bluetooth device is selected.
- If the device/browser cannot support the calling workflow, compare another supported device once compatibility guidance is available.
Include: Phone model, browser, permission state and error.
Contact UsTOPIC 08
Security, privacy & account closure
Protect credentials and report only the information needed to investigate.
I suspect unauthorized access
- Use the account’s recovery/security options once available and notify the workspace owner immediately.
- Stop sharing the affected access details. Never send a password, OTP, private key or seed phrase in a support request.
- Report the event privately with timestamps and relevant account references. Review Security & Trust for the current control status.
Include: Affected account/workspace reference, approximate time and a short description.
Contact UsI need account closure or a privacy request
- Contact Zonic Corporation through the published contact options and identify the affected account. Verification may be necessary before acting on an account request.
- Customer data is intended to be retained for 10 days after account closure, then permanently deleted, subject to legally required records and the Privacy Policy.
- Review the Privacy Policy for scope and exceptions; do not include unrelated customer conversations or identity documents in an initial enquiry.
Include: Registered contact, account reference and the request type.
Contact UsNo matching guide yet.
Try a shorter search or clear it to browse all topics. If the issue is still unresolved, use the contact options below.
Need a human hand?
Send the issue, workspace reference, time and exact error. Keep passwords, OTPs and private keys out of your request. Contact delivery will be available when support setup is connected.