Troubleshooting

The call tells you what it is waiting for. A stalled call carries a label in the list, and opening it gives you the same answer in a sentence.

• Connect Anthropic key. The usual one. Nothing is analysed until an owner or admin adds a key under Settings › Integrations.
• Add a scoring framework. Calls are graded against rules you write, and there are none yet. An owner or admin adds them on Playbook under How we grade calls, in the box asking what a strong call of that type looks like.
• No transcript. Fathom returned the recording without one, so there was nothing to grade. Nothing is broken, and re-running it against the same recording lands here again.
• Failed. Only this one means something actually went wrong. Re-run it, and tell us if it keeps failing.

The first two are the state every workspace is in before setup is finished, which is why they are not dressed up as errors. Put the missing piece in place, then re-analyse the call.

If the Anthropic card says Connected and calls still will not analyse, check that the Anthropic account behind the key has a payment method and has not hit its own limit.

Each person connects their own Fathom account.

So the question is whose calls are missing. Have that person open Settings › Preferences and check their own connection.

An owner connecting Fathom does not connect it for the team.

It was classified as not a sales call. Open it and the reason is shown.

Standups, training and internal calls land here on purpose.

If it was misjudged, restore it and re-analyse.

No reps are assigned to them.

An owner or admin fixes that on the Team tab. A manager cannot do it themselves, and that restriction is intentional.

They are a follower, not the owner.

Following shares the record, not the call history. See Followers.

Check the call type first. A closing call misfiled as discovery is marked against the wrong weighting entirely.

Correct the type, then re-analyse.

If calls keep landing in the wrong type, fix the cause rather than each call: on Playbook under How we grade calls, the box asking which calls count as this type is what the sorter reads.

If the type is right and the coaching is still generic, the playbook is thin. That is what the analyzer is reading.

Something on your side is not set up yet, and the deal page says which: usually the legal entity name or registered address under Settings › Agreements, or Stripe not being connected under Settings › Integrations.

Their link keeps working the whole time. Once it is fixed, open signing from the deal as usual. See What the prospect sees.

Check the email on the contact first. If it was wrong, correct it, then open the deal and press Reissue the agreement, so the next code goes to the right address. They keep the same link.

If the address was right, ask them to look in spam, then press Email me a code again for a fresh one. Each code lasts 15 minutes. See Fixing a wrong email.

Email support@alteraim.com or call (702) 766-3480.

If you bought through an agency rather than from us directly, they are the faster route: they can look into your workspace and see what you are seeing.

Reporting a problem with a specific call? Send the link to it and save a round trip.