Troubleshooting Inbound Call Issues
If callers to your virtual number aren’t being connected or hear a message from us, please try the steps below before raising a support ticket:
1. Low Account Balance
Log in to your portal and check your account balance.
If your balance is low, you may not have enough credit to cover call forwarding to your destination number.
To resolve this, simply top up your account and try again in a minute or two.
2. Call Bundles
If you use a call bundle to cover call forwarding costs:
Go to the Services tab in your portal and check whether the bundle is active.
If it has expired, top up your account — the bundle should renew automatically.
If it doesn’t, click Activate next to the expired service.
3. Auto Top-Up
If you’ve enabled Auto Top-Up:
Check your balance to see if a recent payment failed.
If a top-up attempt was declined, Auto Top-Up is automatically disabled to prevent repeated failed charges.
In this case, manually add credit and then re-enable Auto Top-Up with a valid payment method.
4. VoIP/SIP Users
If you’re using VoIP/SIP to receive calls:
Ensure your VoIP app shows as Registered. If not, restart the app.
If you’re forwarding to an external number as well (e.g. mobile or landline), ensure your balance can cover those forwarding costs.
If VoIP is your only method, remove any external numbers from the call group to avoid unnecessary charges.
Make sure your VoIP/SIP user is correctly added to the Call Forwarding Group for the number.
If these steps don’t resolve the issue, please raise a support ticket via your portal. We’re happy to help!
