## Troubleshooting

Quick fixes for the most common issues. If none help, raise a support ticket - see "Getting help and reporting a call".

Calls aren't reaching RingDesk

  • Check the forwarding on your existing line is still active - providers sometimes reset it. See "Setting up call forwarding".
  • Call your RingDesk number directly. If the agent answers, the problem is the forwarding on your own line, not RingDesk.
  • If you use ring-through, remember the agent only picks up after your own phone goes unanswered.

Callers hear "unavailable" / the agent isn't answering

  • Check the agent isn't paused (Call handling -> Routing).
  • On Pay As You Go, check your calling credit hasn't run out (Account -> Calling credit).
  • Check you're within your opening hours and not in holiday mode.
  • On a monthly plan, check the subscription is active (Billing).

A caller reached voicemail, or was wrongly told we're closed

  • Check opening hours, split hours, and holiday mode.
  • If you use ring-through, the agent only answers after your own phone goes unanswered - the caller may be hitting your voicemail first.
  • Check the agent isn't paused and, on PAYG, that you're in credit.

The agent's answers or behaviour seemed off

  • Got a fact wrong or gave old pricing - add or correct the detail in Knowledge -> FAQs (or the source page / web scraper). The agent uses the new information on the next call.
  • Misused correct information - report the call so we can tune it.
  • Talked over the caller or interrupted - report the call with the time so we can look at the turn-taking.
  • Misheard a name or phone number - usually the caller's audio; the agent reads numbers back to confirm. Report persistent cases.
  • Used the wrong business name - check the desk's Setup (persona and greeting), especially if you run multiple desks.
  • Hung up too early or too late - check your maximum call length and escalation triggers in Setup.
  • A new desk says "I don't know" a lot - its knowledge is thin; add FAQs and a website source.

Audio was poor or the call cut off

  • Most audio issues are the caller's own mobile signal - ask whether it happens on every call or just one.
  • Very long calls end at your maximum call length (12 minutes by default) with a polite wrap-up. Raise it in desk Settings if your calls need longer.

A transfer didn't work as expected

  • Didn't connect - check the transfer number is correct and can receive calls (test it from another phone). If it was engaged or unanswered, the agent offers to take a message instead.
  • Went to the wrong place - if you route by department, check each target's number, extension and description.
  • The warm-transfer brief didn't play - warm transfer may be off, or the person answered before the whisper finished.
  • Wrong greeting on one of my lines - if two numbers forward to different desks, check which number maps to which desk.

Bookings didn't work

  • The booking didn't appear in my system - the integration may be disconnected or its credentials expired. Reconnect it under the desk's Integrations.
  • Wrong slot or a double-booking - check the availability rules in your booking system, and report the call.
  • Couldn't book out of hours - your booking system had no open slots, or your hours rules blocked it.

An IVR keypad option did nothing

- Check the IVR menu is set up and each option points to the right action or destination. See "Setting up an IVR keypad menu".

I'm not getting notifications

  • Check your notification preferences (Account -> Emails, and your Profile for per-desk call alerts).
  • Check spam/junk and add RingDesk to your safe senders.
  • Confirm the notification address, and for SMS alerts that it's a UK mobile.
  • Late or duplicate emails - you now get one email per call, at the end of the call; if you see delays, check your mail provider.
  • SMS follow-up didn't arrive - the caller was on a landline (can't receive SMS), or follow-up is turned off for that desk.

Billing and account issues

  • I upgraded but still see the old allowance - your new allowance applies from the new billing period; meanwhile any extra minutes bill at 30p/min.
  • My card was declined / payment failed - we retry, and email you; on PAYG the agent pauses if the balance can't be topped up. Update your card under Billing / Account.
  • I didn't get the sign-in link - check spam, then request a fresh link. See "Signing in to RingDesk".
  • A teammate can't see billing or the team - Members can't by design; make them an Admin if they need to.

The chat widget isn't showing on my site

  • Confirm the Web Chat add-on is active and the toggle is on.
  • Make sure the embed snippet is pasted before </body> and the page has been republished.

My number was released

- After cancellation or a lapsed trial, numbers are released after a short grace period. Use Reactivate to provision a new one.

### Related articles

- Setting up call forwarding - Your call notification emails - Ring-through: let your phone ring first, AI picks up if unanswered - Getting help and reporting a call