> ## Documentation Index
> Fetch the complete documentation index at: https://help.crefuel.co/llms.txt
> Use this file to discover all available pages before exploring further.

# CRE Fuel Troubleshooting and Frequently Asked Questions

> Quick answers to the most common CRE Fuel questions, from calls not connecting to missing contacts, failed imports, and everything in between.

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.

***

## Calling and Texting

<Accordion title="Why is my call not connecting?">
  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](mailto:support@crefuel.co) with the contact name and the time of the failed call.
</Accordion>

<Accordion title="My contacts are not receiving my texts.">
  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.
</Accordion>

<Accordion title="Where are my call recordings?">
  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](mailto:support@crefuel.co) with the contact name and call time.
</Accordion>

<Accordion title="Can I use my existing phone number?">
  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.
</Accordion>

***

## Contacts and Data

<Accordion title="My imported contacts are missing.">
  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.
</Accordion>

<Accordion title="How do I export my contacts?">
  <Steps>
    <Step title="Go to Contacts">
      Click **Contacts** in the left navigation.
    </Step>

    <Step title="Open the menu">
      Click the **three-dot menu** in the top right corner of the Contacts page.
    </Step>

    <Step title="Export">
      Click **Export**, then choose **CSV**. The file will download to your computer.
    </Step>
  </Steps>

  The export includes all contacts currently visible in your list. Apply any filters before exporting if you only need a subset.
</Accordion>

<Accordion title="Can I undo a merge?">
  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.
</Accordion>

<Accordion title="How do I delete a contact?">
  <Steps>
    <Step title="Open the contact record">
      Click the contact's name to open their full record.
    </Step>

    <Step title="Open the menu">
      Click the **three-dot menu** in the top right corner of the record.
    </Step>

    <Step title="Delete">
      Click **Delete** and confirm.
    </Step>
  </Steps>

  Deleting a contact also removes all of their call and text history from CRE Fuel. This action cannot be undone.
</Accordion>

***

<Note>
  Did not find your answer here? Email **[support@crefuel.co](mailto: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.
</Note>