When something misbehaves, the first question is whether it is your setup or our service. Here is how to tell, and what we do during an incident.
Quick self-checks (2 minutes)
Hard refresh the app (Cmd or Ctrl + Shift + R). Stale sessions cause most "it is frozen" reports.
Try another browser or a private window. Extension conflicts are common.
Check your connection. Calling needs a stable connection; flaky Wi-Fi drops calls before anything else fails.
Check the changelog at
k3x.ai/changelog. If a button moved, it may be a release, not an outage.One feature or everything? See the table below.
If only one thing is failing
Email will not send: check your mailbox in Settings → Connected Apps and reconnect it if it shows an error.
SMS not delivering: check A2P 10DLC status in Settings → Phone & Voicemail. Unregistered numbers are filtered by carriers.
Calls will not connect: open the dialer from the phone icon and check Microphone, Output and Calling number in device settings. Allow microphone access for app.k3x.ai in your browser.
Agents or reveals paused: click your avatar and look at Usage this cycle. When credits run out, the CRM keeps working but paid actions pause until you top up.
Claude or ChatGPT cannot reach K3X: check the connection in Settings → Authorized Apps and reconnect.
"Companies are missing": usually a role or Owner-field question, not an outage. See the roles article.
Signals it is on our side
Several teammates hit the same error at the same time, the app will not load in any browser, or actions fail with server errors regardless of what you try.
During an incident
When we have a confirmed incident, we post an in-app notice and keep the support chat updated, and we follow up by email for anything that affected your data or messages. Platform incidents are our top priority, and we keep affected conversations open until resolved.
Reporting
Open the SUPPORT chat bubble in the bottom right, or email [email protected]. Include:
What you clicked and what you expected.
The exact error text or a screenshot.
Whether teammates see it too.
Your Organization ID from the avatar panel.
After an incident
If an incident affected outbound email or SMS, check the affected records' timelines. Anything that failed to send shows its status there, and agents log their steps on their Activity tab so you can see where a run stopped. Resume paused agents from Agents with Activate.
Related
Getting help: support, demos and onboarding
Security, privacy and data handling
Roles and permissions: Owner, Administrator, Sales Manager, Sales Representative