FAQs & Troubleshooting
Login & Access Issues
Quick solutions to common sign-in problems.
🔒 I didn’t receive the login link
Try the following:
Check Spam or Promotions
Verify email spelling
Request another link
Try a different browser
Ensure emails from @kendo.ai aren’t blocked
If still not working:
Chat with us using the Purple Bubble located on the lower right when you're logged in.
🔄 I’m stuck on the login loading screen
Refresh the page
Clear browser cache
Disable browser extensions
Try incognito mode
🔐 I used the wrong email and want to change it
You can:
Option A — Create a new account If no team data is attached.
Option B — Ask an Admin to remove the old email Then re-add the correct one.
Option C — Request account deletion Email: [email protected]
🙅 I can’t access my team or workspace
Likely causes:
Your Admin removed you
You’re logged into the wrong email
Your role was changed recently
Tip: Check with your Admin to verify access.
Training & Roleplay Issues
Fix simulation and audio problems.
🎤 The AI can’t hear me
Check:
Microphone permissions
Audio input selection
Headsets plugged in
Browser permissions (Chrome recommended)
🗣 AI isn’t responding / long delays
Usually caused by:
Weak internet
VPN issues
Slow device
Recommended:
10 Mbps+
Disable VPN
Try closing background tabs
📜 Live transcript not appearing
Try:
Refresh session
Toggle transcript off → on
Clear cache
Uploading Calls or Scripts Issues
📁 “File type not supported.”
Ensure your file is one of:
✔ MP3 ✔ M4A ✔ WAV ✔ MP4 ✔ TXT ✔ VTT
❌ PDF ❌ DOCX ❌ ZIP ❌ Screenshots
⏳ Upload is stuck
Common fixes:
Stable connection
Re-upload the file
Reduce file name length
🎧 Audio quality is too poor
Affects scoring accuracy.
Improve results by:
Filtering noise
Using cleaned audio
Uploading high-quality recordings
AI Scoring & Performance Issues
📉 Scores seem too low
Check:
Training goals set properly
Clear audio quality
Proper conversation type selected
📈 Scores not updating
Try:
Refresh page
Check a different date range
Confirm session saved properly
💬 AI feedback seems off
Ensure:
The Agent’s persona matches the scenario
Call type (Discovery vs Closing) is correct
Training objectives are set
Agent Behavior or Voice Issues
🧠 Agent responses feel repetitive
Try:
Adjusting persona
Changing tone
Adding more expected challenges
Using advanced training objectives
🗣 Voice not matching selected accent
Refresh the agent configuration, then relaunch the session.
🧑💻 Clone Prospect didn’t capture behavior well
Improve results by:
Uploading clearer audio
Uploading longer sections of the call
Using real call recordings instead of short clips
Billing & Account Questions
I was charged incorrectly
Check:
Proration amounts
Seat count
Invoice history
If needed, contact billing support.
📩 [email protected] Chat with us using the Purple Bubble located on the lower right when you're logged in.
How do I delete my account?
Email:
📩 [email protected] 📩 [email protected]
Chat with us using the Purple Bubble located on the lower right when you're logged in.
Data, Privacy & Security Questions
🔐 How do I request my data?
Email:
📩 [email protected] 📩 [email protected]
Chat with us using the Purple Bubble located on the lower right when you're logged in.
🗂 How long is my data kept?
As long as necessary to provide the service, or until deleted by:
You (manual)
Admin (team-wide)
Account deletion
🛡 Where is my data stored?
Secure, encrypted cloud environments compliant with regional regulations.
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