Common Issues

Connection issues

My API key is rejected when connecting

Double-check that you're copying the full API key from Settings > API Access in CallRail — it's easy to accidentally trim characters. Also confirm the API key is enabled and hasn't been revoked. If you've recently regenerated your key, any existing data flows using the old key will need to be updated with the new one.

I see an authentication error even with a valid key

Make sure the CallRail account tied to your API key has API access enabled. Some CallRail plans restrict API usage — check your plan or contact CallRail support to confirm API access is active on your account.

Missing data

Some calls are missing from my export

Check your start date setting in the data flow. If it's set too recently, historical calls before that date won't be included. Adjust the start date using the date picker and re-run the data flow. Also note that calls still in progress or very recently ended may not appear immediately due to processing delays on CallRail's side.

The keywords field is empty for most calls

Keyword-level data is only available if you have keyword-level call tracking enabled in CallRail for those tracking numbers. Calls tracked with a single pool number or static number won't have keyword data populated.

Conversation data is missing SMS or chat entries

The Conversations entity covers all channels, but older SMS or chat messages may not appear if they fall outside your start date range. Adjust the start date and re-run. Also confirm that SMS and chat features are enabled and active on your CallRail account.

Permission errors

I can connect but only see partial data

Your API key inherits the permissions of the user account it belongs to. If that user has restricted access to certain companies or features, the API will only return data they can see. Use an API key from an admin-level account to access all data.

Data discrepancies

Call counts in Coupler.io don't match the CallRail dashboard

CallRail's dashboard may apply default date filters or exclude certain call types (e.g., spam calls) that the API returns. Check whether your CallRail dashboard is filtering by a specific company, tracking number, or call status — and apply the same filters in your destination to align the numbers.

Call durations look wrong

Coupler.io returns call duration in seconds as provided by the CallRail API. The CallRail dashboard typically displays duration in minutes and seconds. Divide the raw value by 60 in your destination to convert.

Rate limits

My data flow fails with a rate limit error

CallRail enforces API rate limits on a per-account basis. If you're running multiple data flows against the same account simultaneously, they may hit these limits. Stagger your scheduled data flows so they don't run at the same time, or reduce the frequency of refreshes on data flows that pull large date ranges.