Troubleshooting CommPeak Portal
Fix sign-in, 2FA, billing, reporting, API, and call quality issues in My CommPeak Portal.
Find the issue you see in the tables below, then open its article for the full fix. Most CommPeak Portal issues come from sign-in details, verification emails, payment methods, or the network, so start with the quick checks.
Check these first
Run these checks before you open an article. They solve many sign-in, billing, and call issues.
- Sign in with the email address on your account, since there is no separate username. If you signed up with Google or Microsoft, use that sign-in button. See Logging In.
- If a recovery or verification email does not arrive, check your spam folder, your mailbox rules, and whether the mailbox is full.
- If you use an authenticator app, set your phone's date and time to update automatically.
- Make sure your payment method is up to date and has enough funds. If your card is declined, add credit with PayPal or a wire transfer instead. See Adding Credit to Your Account.
- For API connections, check that your API keys are entered correctly and have not expired. See Managing Portal API Keys.
- For calls, use a wired Ethernet connection where you can, and test your connection with the CommPeak Speed Test.
Signing in
Use these articles when you cannot sign in or get past the verification step.
| Issue | What you see | Common causes |
|---|---|---|
| Login Difficulties in CommPeak Portal | Your email and password do not work, or the password recovery email does not arrive | The wrong email or password, a recovery email in spam or blocked, an account created with Google or Microsoft, a temporary lockout |
| Two-Factor Authentication (2FA) Problems in CommPeak Portal | You cannot get past the Login verification screen, or you cannot finish setting up 2FA | An email code that does not arrive, an authenticator app with the wrong time, no access to the app or the mailbox |
Billing and reports
Use these articles when charges, payments, or reports look wrong.
| Issue | What you see | Common causes |
|---|---|---|
| Billing and Payment Issues in CommPeak Portal | Unexpected charges, incorrect billing details, or a failed or declined payment | The billing cycle, an outdated payment method, a card declined by the payment provider, invoice errors |
| Reporting and Analytics Errors in CommPeak Portal | Reports are incomplete, inaccurate, or do not generate | The wrong date range or filters, data still processing, an outdated browser |
API connections and call quality
Use these articles when an integration cannot connect or calls sound poor.
| Issue | What you see | Common causes |
|---|---|---|
| API Integration Failures With CommPeak Services | A third-party application cannot connect to the CommPeak API | Incorrect or expired API keys or tokens, outdated endpoints, missing permissions |
| Call Quality Issues | Calls sound choppy, robotic, or delayed, or audio is one-way | Packet Loss, Jitter, Network Latency, low bandwidth, device or codec settings, NAT or firewall issues, no QoS, Wi-Fi interference |
Still need help?
If calls compete with other traffic on Windows, see Prioritizing Voice Traffic From CommPeak on Windows Environments. If none of the articles solve the issue, contact CommPeak Support.
Updated 4 days ago