Troubleshooting
Quick fixes for the most common problems.
Callers hear my old message
Wait for All changes live in the sidebar, then call again. If you edited the script, open the phrase on the Phrases screen and press play to check the new version saved.
My phone doesn't ring
- Open Overview and follow the path from your number. Does it reach the line?
- On Lines, check Routed from isn't empty and Device shows your phone.
- Check the phone has power and internet, and isn't set to silent or Do Not Disturb.
- If the line is set to Manual, check the sign-in details were entered correctly on the phone.
A key in my menu does nothing, or the wrong thing
Open the menu and check the option for that key. Then read the greeting's script and make sure it still describes that key correctly — the two are kept in step by you, not by the app.
I can't add another line, number, menu or phrase
The banner at the top of the screen shows your plan's allowance for this location. Remove something you don't need, or add capacity on the Billing tab.
A number I'm moving across is using up my allowance
Numbers being ported count towards your allowance from the day you submit the request, because they're on their way. If a port is rejected and won't go ahead, the allowance is released.
A voicemail or call isn't showing up
New calls and messages take a few minutes to appear. Select Refresh. Check you're looking at the right location, and for voicemail the right mailbox.
A voicemail has no transcript
Very short or silent messages can't be transcribed. Play the message instead.
A team member can't see a location
Check which locations they have under Team members.
A change says it isn't live
Select the indicator in the sidebar, then Review, to see what failed and select Retry. If it keeps failing, get in touch and quote the reference shown with the error.