If your phone setup isn't behaving — calls not coming in, SMS not sending, AI Receptionist not picking up — work through these checks.
Calls aren't ringing in
| Symptom | Likely cause | Fix |
|---|---|---|
| Number won't ring | Number suspended | Settings → Phone → Numbers — confirm status is Active, not Suspended |
| All calls + SMS blocked | A2P compliance suspension | Inbound calls don't require A2P, but a fully Suspended account blocks both. See Registering for A2P 10DLC. |
| Carrier blocked the number | E911 address invalid | Settings → Phone → Numbers → [number] → E911 — confirm it's a real US address |
| Only some callers can't reach you | Carrier-specific routing | Test from a phone that's not on your carrier |
Outbound calls fail
| Symptom | Likely cause | Fix |
|---|---|---|
| Calls hit voicemail immediately | Caller ID flagged as Spam Likely | Register your business at the Free Caller Registry — single front door for Verizon/AT&T/T-Mobile spam databases. Carriers update within ~30 days. |
SMS not arriving
| Symptom | Likely cause | Fix |
|---|---|---|
| All SMS fails to send | A2P 10DLC not approved | SMS can't send until Brand + Campaign are approved. Settings → Phone → Messaging should show Active. See Registering for A2P 10DLC. |
| One customer never receives | Customer opted out (texted STOP) | Carriers block future SMS to them. Their record shows the opt-out in the activity timeline. |
| Specific customers don't receive | Carrier filter on customer's side | Have them check filtered messages; text from a different number to test |
AI Receptionist isn't answering
See AI Receptionist isn't picking up for the dedicated checklist.
Calls dropping mid-conversation
| Symptom | Likely cause | Fix |
|---|---|---|
| Softphone drops calls | Internet / WiFi instability | Switch to ethernet or test on a different network |
| Browser-based softphone fails | Outdated browser / extensions | Update Chrome / Firefox / Safari / Edge; test in incognito |
| Bluetooth headset cuts out | Headset pairing drop | Try wired or a different headset |
When to contact support
If you've worked through the relevant checks and the issue persists, email admin@runacall.com with:
- The affected phone number.
- A specific failed call's timestamp.
- What you expected vs. what happened.
The team can read carrier-side logs that aren't in the UI.