Troubleshooting

Common Issues

DIDWW Identity Submission Fails

Symptoms:

  • API returns 400 Bad Request error during identity submission

  • Error message displayed in provisioning queue

Solution:

  • Contact ictVoIP Canada support with the following information:

    • Order ID

    • Client name

    • Error message displayed

    • Screenshot of error (if available)

  • Support will investigate and resolve the issue

DIDWW Order Stuck in Awaiting Registration

Symptoms:

  • Order status doesn’t change after several days

  • No error messages

Solution:

  • Wait 1-3 business days for DIDWW manual review

  • Check DIDWW portal for verification status

  • Contact DIDWW support if > 5 business days

DIDWW Order Shows Blocked or Terminated

Symptoms:

  • Order status changes to blocked or terminated

  • Cannot proceed with provisioning

Solution:

  • Check DIDWW portal for rejection reason

  • Contact DIDWW support with order details

  • May need to re-submit with corrected information

  • Use “Reset Purchase” button to restart from document upload phase

Gateway UUID Not Syncing

Symptoms:

  • Gateway created successfully but UUID is NULL

  • DataTables shows “NO” in FPBX column

Solution:

  • Gateway needs time to fully provision on FusionPBX

  • Perform manual sync from ictVoIP Billing → Gateways tab

  • Select tenant/server and click “Sync from FusionPBX”

  • UUID will be fetched and stored

Note

This is a known limitation during checkout provisioning. Manual sync required post-provisioning.