If calls aren't ringing, won't connect, or sound bad, work through the section that matches what you're seeing. Calling in Run a Call needs the Voice add-on; texting needs Messaging. See Run a Call Phone overview.
Incoming calls don't ring for me
| Check | Fix |
|---|---|
| Are you set as available? | Go to Settings → Profile and make sure Available for calls is on. When it's off you get no popup or ringtone. |
| Are you on a computer? | Calls ring in the web app on a desktop or laptop browser. Keep a Run a Call tab open. |
| Is the microphone allowed? | If you see Mic blocked or Microphone access is blocked, allow the microphone for app.runacall.com in your browser's site settings, then reload the page. |
| Is the ringtone off? | Check your ringtone isn't set to No ringtone — Settings → Phone → Voice for owners and admins, Settings → Profile for dispatchers. |
| Does the call reach anyone? | Your call routing or call flow decides who rings. If calls go straight to voicemail or the AI Receptionist, check Call routing in Settings → Phone → Voice. |
See Making and answering calls in Run a Call.
Nobody can call our number
- Go to Settings → Phone → Numbers and check the number is listed and active.
- Call it from a cell phone. If it doesn't ring anywhere, check your call routing or call flow.
- If you're moving your number from another provider, it won't ring in Run a Call until the port is complete. See Bringing your existing number to Run a Call.
Outgoing calls show as "Spam Likely" or go unanswered
Carriers sometimes label business numbers they don't recognize. Calls that customers expect (you told them you'd call) help your number's reputation over time. If customers regularly see Spam Likely for your number, send us a request from Support with the number so we can look into its caller reputation with the carriers.
Calls drop or sound choppy
| Likely cause | Fix |
|---|---|
| Weak Wi-Fi or a busy network | Move closer to the router or plug into a wired connection. Pause large uploads or video streaming. |
| Bluetooth headset | Try a wired headset, or re-pair the Bluetooth one. |
| Browser tabs or extensions | Update your browser and close tabs you don't need. |
| Mobile app business-line call | Keep the app open during the call — locking the screen can drop it. |
Texts aren't sending or arriving
Texting needs an approved carrier registration. See Texts not being delivered and Registering your business for A2P 10DLC.
You see "Emergency address needs re-verification"
Your number's E911 address needs a quick review. Click Reconfirm if it's still right, or Edit emergency address to fix it. See Setting up your E911 address.
The AI Receptionist isn't picking up
See AI Receptionist isn't picking up.
Still not working?
Send us a request from Settings → Support with the phone number involved, the time of a call that didn't work, and what you expected to happen.