Common Issues

Connection issues

My API credentials are not accepted

Double-check that you're entering both the API ID and API Token — not just one of them. These are separate values found in your Aircall Dashboard under Integrations > API Keys. Make sure there are no leading or trailing spaces when you paste them into Coupler.io.

I can't find the API Keys section in Aircall

You need Admin access to see the API Keys section. If you don't see it, ask your Aircall account admin to either grant you admin rights or generate the credentials on your behalf.

Missing data

My data flow returns no data or fewer records than expected

Check your start date setting. If it's set too recently, you may be excluding historical records. Use the date picker to move the start date further back and re-run the import. Also, confirm that the entity you selected actually has data in Aircall for that period.

Call recordings are missing from my Calls export

Recording URLs only appear if call recording is enabled on your Aircall plan and configured for the relevant numbers. If recordings are enabled but URLs are still missing, check whether the recording has finished processing in Aircall — it can take a few minutes after a call ends.

Some fields are empty for certain calls

Not all fields are populated for every call. For example, voicemail fields only appear for calls that went to voicemail, and IVR data only shows if IVR is active on your account. Empty fields for those calls are expected behavior.

Permission errors

I get a 401 or 403 error when running a data flow

A 401 error means your credentials are invalid or expired. A 403 error means the API key exists but doesn't have permission to access the requested resource.

For a 401, regenerate your API key in Aircall and update the credentials in Coupler.io. For a 403, confirm your Aircall user role is Admin — standard agent accounts do not have API access.

Data discrepancies

The numbers in Coupler.io don't match the Aircall dashboard

Aircall's built-in dashboard may apply filters or aggregate data differently than a raw export. Check whether the dashboard is filtering by team, number, or date range. Your Coupler.io import pulls raw records, so totals should match once you apply the same filters in your destination tool.

Call durations seem inconsistent

Aircall reports several duration fields — total duration, talking duration, ringing duration, and waiting duration. Make sure you're using the right one for your use case. Total duration includes ringing and hold time, not just active conversation.

Rate limits

My data flow fails partway through or times out

Aircall's API has rate limits that can affect large imports. If you're pulling a long date range with a high call volume, try narrowing your start date to reduce the data size. Coupler.io handles pagination automatically, but very large requests may occasionally time out — running the import again usually resolves it.