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Most issues in CRE Fuel come down to a setting that needs a quick flip or a file that needs one small fix. This page covers the questions we hear most often. Start here before reaching out to support.

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Calling and Texting

Try these three checks in order:
  1. Go to Settings > Phone > Your Phone and confirm it says Your phone is connected. If it asks you to verify your cell, finish that first. The Call button cannot dial until your number is verified, and this is by far the most common cause.
  2. Check your internet connection. CRE Fuel calls run over the internet, not your cell carrier. A weak Wi-Fi or data signal will drop calls.
  3. Try calling from the CRE Fuel mobile app. If the call connects there, the issue is likely with your desktop browser.
If none of these fix it, email support@crefuel.co with the contact name and the time of the failed call.
Three things to check:
  1. Mobile number on file. Open the contact record and confirm there is a mobile number saved. Texts cannot be delivered to a landline.
  2. Opt-out status. If the contact replied STOP at any point, a STOP icon will appear on their record. You cannot text opted-out contacts. This is required by law and cannot be overridden.
  3. Plan text limit. Go to Settings > Billing to see how many texts remain in your current billing period. If you have hit your limit, texts will be held until the period resets or you upgrade.
Recordings appear in the contact’s activity feed within 1-2 minutes of the call ending.If a recording is not there after 5 minutes:
  • Go to Settings > Phone and confirm the Call Recording toggle is on.
  • Check that the call lasted long enough to record. Very short calls (under a few seconds) may not generate a recording.
If recording is enabled and the file still does not appear after 10 minutes, email support@crefuel.co with the contact name and call time.
Yes. You can transfer your current number to CRE Fuel through a process called porting.
  1. Go to Settings > Phone.
  2. Click Port My Number.
  3. Follow the steps to submit your porting request.
Porting typically takes 2-5 business days. Your existing number stays active on your current carrier until the transfer is complete, so you will not miss any calls during the process.

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Contacts and Data

Two things cause most failed imports:
  1. Missing required columns. Your file must have a Name column and at least one of Phone or Email. If either is missing, the entire import will fail.
  2. Row-level errors. Some rows may import while others fail. Go to Contacts > Import History, find your import, and click Download Report. The report shows exactly which rows failed and why.
Fix the issues in your file and re-import the failed rows.
1

Go to Contacts

Click Contacts in the left navigation.
2

Open the menu

Click the three-dot menu in the top right corner of the Contacts page.
3

Export

Click Export, then choose CSV. The file will download to your computer.
The export includes all contacts currently visible in your list. Apply any filters before exporting if you only need a subset.
No. Merges are permanent. Once you click Merge on the Duplicates page, the two records are combined and cannot be separated.Review both records carefully before merging. Check the activity feeds, notes, and deal associations on each one so you know what will be combined.
1

Open the contact record

Click the contact’s name to open their full record.
2

Open the menu

Click the three-dot menu in the top right corner of the record.
3

Delete

Click Delete and confirm.
Deleting a contact also removes all of their call and text history from CRE Fuel. This action cannot be undone.
Did not find your answer here? Email support@crefuel.co and include as much detail as you can: what you were trying to do, what happened instead, and any error messages you saw.