> Source: https://builder-docs.ema.ai/troubleshooting
> Title: Troubleshooting & Support

# Troubleshooting & Support

When something goes wrong, this section helps you identify the issue, apply a fix, and reach the right support channel if needed.

## In This Section

Page

Description

[Common Failure Modes](/legacy-docs/troubleshooting/common-failures)

Error messages, root causes, and resolution steps for general errors, workflow errors, external tool calling errors, Custom Code Agent errors, Voice AI issues.

[Support](/legacy-docs/troubleshooting/support)

How to contact support, what information to include, escalation guidance, and available support query types.

## Before You Troubleshoot

1.  **Check the AI Employee status.** Is it active and ready?
2.  **Review the trigger.** Is the trigger correctly configured for the interaction type?
3.  **Trace the execution.** Where in the workflow does the failure occur?
4.  **Inspect integrations.** Are connected apps authenticated and operational?

## Next Steps

If the issue is not covered here, contact Ema support through the [Helpdesk](https://emaunlimited.atlassian.net/servicedesk/customer/portal/1).