Troubleshooting Common Issues

Most CallerFriendly issues fall into a handful of patterns. Walk through the checks in the section that matches what is happening. If you still cannot get it sorted, open a support ticket from your dashboard and we will work it with you until it is fixed.

My app is not ringing

Run through these in order — most of the time it is one of the first three.

1. Are you signed in? Open the app. If you see a login screen, you are signed out. Sign back in.
2. Is your status set to Available? Check the status indicator in the corner. Away, Do Not Disturb, or Busy all skip your device.
3. Is the device marked Active? Open Devices in the dashboard and confirm the device is Active for this number.
4. Did notifications get turned off? On your phone, open the system Settings and confirm CallerFriendly has notification permission. On a laptop, open the app and confirm system notifications are enabled.
5. Is the phone number routed to the right queue? Open Phone Numbers, pick the number, and confirm it points to a queue or ring group that includes you.
6. Are you in business hours? Open Settings → Business Hours and click Preview for the current time. If it shows After Hours, the schedule is set so calls go elsewhere.

If you walk through all six and it still does not ring, try a test call from a personal phone. If the test call rings, the problem was one of the above. If it does not, open a ticket — we will look at the routing on our side.

I can hear the caller but they cannot hear me

This is almost always a microphone permission. The fix takes a minute.

On Mac: open System Settings → Privacy & Security → Microphone, and confirm CallerFriendly is in the list with the checkbox ticked.

On Windows: open Settings → Privacy → Microphone, and confirm the app has access. Also check Sound Settings to make sure the right microphone is selected.

On iPhone: open Settings → CallerFriendly → Microphone, and toggle it on.

On Android: open Settings → Apps → CallerFriendly → Permissions → Microphone, and switch it on.

In a browser: look for the microphone icon in the address bar. Click it and pick Allow. If a different app — like a video meeting tool — is using the microphone in another tab, close that tab and reload.

If permissions are right and it still happens, swap headsets. A bad cable or low Bluetooth battery is more common than people expect.

Audio is choppy or robotic

The internet connection on your end is being stretched.

1. Move closer to the Wi-Fi router, or plug into Ethernet if you can.
2. Close streaming video on the same network during your call window.
3. Pause big downloads and software updates.
4. On Wi-Fi, switch from a 2.4 GHz network to a 5 GHz network if one is available — it is faster and less crowded.

If audio is bad on every call no matter the device, the bottleneck is the internet line itself. A simple speed test from any device on the network will show you whether the connection has enough room for voice. Voice needs very little, but it needs it consistently.

A recording is missing

1. Open Call History and click the call.
2. Look at the call detail. It will say one of:
3. No recording — Recording was off for this call.
4. Paused — Recording was paused mid-call. The pieces that were recorded are stored.
5. Expired — The call is older than your plan's retention window.

If you expected the call to be recorded and the detail says No recording, check Settings → Calls and confirm recording is on. The setting only applies to calls placed after it was turned on — older calls do not retroactively record.

A customer says they got my voicemail when we are open

1. Check Settings → Business Hours and click Preview for the time the customer called. If it shows After Hours, your schedule does not match what you thought.
2. Check the time zone in the schedule. A schedule set in the wrong time zone is the most common cause.
3. Check Live View for that time. If every team member was on a call or Away, the call rolled to voicemail because there was no one to pick up. Add more team members to the queue, or add an after-hours overflow rule.

My text reply did not go out on a missed call

1. The caller's number may be a landline. Landlines cannot receive text. The fallback (email or callback list) should have triggered instead.
2. The caller's carrier may have rejected the text. Some toll-free routes need verification on our side — open Settings → Texting and click Verify number if you see a prompt.
3. Throttling — we only send one missed-call text per twelve hours per caller. If they called three times in an hour, the second and third did not text.

My number is showing as spam on outbound calls

This happens to any business number eventually. Carriers tag numbers that suddenly start placing more calls than usual.

1. Open Settings → Outbound Caller ID and confirm your business name is set up to display.
2. Submit your number for verification with the major carrier registries. The link is in Settings → Outbound Caller ID → Improve Caller ID.
3. Verification takes a week or two to clear across carriers. In the meantime, customers may need to answer once and confirm you are who you say you are.

Open a ticket

Tried the checks and still stuck? Open a ticket from your dashboard. Include:

• The number you were on.
• The exact time of the call (your time zone).
• What you expected versus what happened.

We will get back to you with the next step. You do not need to do anything else on your side — we will tell you in the ticket if we need more.