> ## Documentation Index > Fetch the complete documentation index at: https://docs.closethecall.com/llms.txt > Use this file to discover all available pages before exploring further. # Error Scenarios & Edge Cases > Every error and edge case you might hit — with actionable solutions, not just 'contact support' ## Error Scenarios These are real problems you might encounter, with step-by-step fixes. ### 1. Phone Provisioning Fails Your AI number didn't get assigned during signup. **Fix:** 1. Check you selected the correct country (UK, US, or AU only) 2. Try a different area code — some areas have limited number availability 3. Verify your payment method is active (Stripe needs a valid card on file) 4. Go to **Phone** page in sidebar → click **"Provision Number"** to retry 5. If still failing after 3 attempts, contact support with your country and preferred area code ### 2. Stripe Payment Fails Checkout or subscription renewal didn't go through. **Fix:** 1. Check your card hasn't expired — go to **Billing** → **Manage Subscription** → update card 2. Try a different card entirely (some cards block recurring international payments) 3. If you see a **3D Secure** popup, complete the verification in your banking app 4. Contact your bank — they may have flagged the charge as suspicious 5. If still stuck, contact support and we'll send you a fresh payment link ### 3. Calendar OAuth Fails Google Calendar or Outlook won't connect. **Fix:** 1. Go to **Integrations** → click **Disconnect** on the calendar, then **Connect** again 2. Make sure you're signing into the **correct Google/Microsoft account** (not a personal one if you want your work calendar) 3. Clear your browser cookies for `accounts.google.com` or `login.microsoftonline.com` 4. Try in an **incognito/private window** — browser extensions can interfere 5. If you see "App not verified" on Google, click **Advanced** → **Go to CloseTheCall** — this is safe 6. If still stuck, contact support with a screenshot of the error ### 4. SMS Delivery Fails Customer didn't receive the SMS confirmation or auto-reply. **Fix:** 1. Check the customer hasn't **opted out** — look for "Opted Out" badge on their conversation 2. Verify the phone number format: use **+44** (not 0) for UK, **+1** for US 3. Some carriers block automated messages — ask the customer to text your AI number first (this "whitelists" the conversation) 4. Go to **Conversations** → check if the message shows as "Sent" or "Failed" 5. If still stuck, contact support with the customer's phone number and we'll check Twilio logs ### 5. VAPI Sync Fails Changes you made in settings aren't reflected in how the AI answers. **Fix:** 1. Click the **"Sync to AI"** button again (it's on the Receptionist Settings page) 2. Wait **30 seconds** — sync isn't instant, especially for Knowledge Base changes 3. Check your internet connection — sync requires a stable connection 4. Make a test call to verify the AI is using updated information 5. If the AI still uses old info after 2 minutes, contact support ### 6. Recording Missing A call happened but there's no recording to play back. **Fix:** 1. Calls shorter than **5 seconds** aren't recorded (caller hung up too fast) 2. Check if **recording is disabled** in HIPAA settings — go to **Receptionist Settings** → HIPAA section 3. Network issues during the call can occasionally prevent recording upload 4. Recordings are kept for your plan's retention period — check **HIPAA settings** for your configured retention days 5. If a specific important call is missing, contact support with the call date and caller number ### 7. Knowledge Base Articles Conflict AI gives inconsistent answers because multiple articles cover the same topic. **Fix:** 1. Go to **Knowledge Base** → search for the topic in question 2. The AI prioritises **pinned articles first**, then the article with the **highest confidence score** 3. **Remove duplicates** — if two articles cover the same service, merge them into one 4. Use **Pin** (star icon) on the article you want the AI to prefer 5. After changes, the AI syncs automatically — make a test call to verify ### 8. Two Calendars Conflict You connected both Google Calendar and Outlook, and bookings are going to the wrong one. **Fix:** 1. **Google Calendar takes priority** — if both are connected, the AI checks Google first 2. Appointments are created in whichever calendar was connected **first** 3. To switch: **disconnect** the calendar you don't want (Integrations page), keep the one you do 4. The AI checks availability across **both** calendars to avoid double-bookings, regardless of which one gets the event ### 9. Test Calls Use Real Minutes You didn't realise test calls count. **What to know:** 1. **Yes, test calls count toward your monthly minutes** — typically 1-2 minutes per test call 2. Budget **5-10 test calls** when setting up (that's roughly 10-20 minutes) 3. You can also use the **Browser Call** feature in Receptionist Settings → Test page (still uses minutes, but more convenient) 4. Check your remaining minutes on the **Billing** page ### 10. AI Busy / Can't Handle Multiple Calls Two customers called at the same time and one didn't get through. **What to know:** 1. VAPI handles **concurrent calls** up to your plan limit 2. If the limit is reached, the next caller gets your **voicemail message** 3. Voicemails appear on the **Voicemails** page with AI transcription 4. Upgrade your plan for higher concurrent call limits 5. The AI processes calls independently — each caller gets a fresh conversation ### 11. Automations Not Firing You set up automations but nothing is happening. **Fix:** 1. Go to **Receptionist Settings** → make sure **"Capture Lead Info"** is toggled ON — automations need lead data to trigger 2. Check the specific automation is **enabled** (green toggle) on the Automations page 3. Automations only fire on **new events** — they won't retroactively process old calls 4. SMS-based automations (missed call textback, review requests) require the customer to have a valid phone number 5. Check the **Conversations** page to see if SMS messages were sent 6. If still stuck, contact support with which automation isn't firing ### 12. Opted-Out Customer A customer texted STOP and now can't receive any messages. **What to know:** 1. The customer is still in your **Leads** list — you can see their info and call history 2. SMS won't send to them — look for the **"Opted Out"** badge on their conversation 3. The customer can text **START** to your AI number to re-subscribe 4. You **cannot** manually override an opt-out — this is required by law (TCPA/GDPR) 5. You can still call the customer manually using the number on their lead card *** ## Edge Cases Unusual situations that aren't bugs — they're just how things work. ### No Website During Signup You don't have a website and couldn't provide a URL during registration. **What to do:** 1. During signup, select your **industry** — the AI loads a template with common services, pricing, and FAQs for your trade 2. After signup, go to **Knowledge Base** → manually add articles about your services, pricing, hours, and FAQs 3. Go to **My Business** → fill in your business details, service area, and hours 4. The AI works perfectly without a website — it just needs Knowledge Base articles ### Outside UK/US/AU You're in a country where we don't provision phone numbers. **What to do:** 1. Phone numbers are currently available in **UK, US, and AU only** 2. Contact support with your country — we may be able to arrange a number through our provider 3. If you already have a VoIP number, we may be able to port it (contact support to discuss) ### Multiple Phone Numbers You want different numbers for different services or locations. **What to do:** 1. Each **Location** can have its own phone number — set up locations in the **Locations** page 2. Provision a number for each location individually 3. Each location's number connects to the same AI but can have location-specific knowledge ### Different Phone Each Call The same customer calls from different numbers each time. **What to know:** 1. Caller intelligence matches by **phone number** — a different phone is treated as a new caller 2. The AI won't recognise them as a returning customer from a different number 3. If they give their name, the AI creates a new lead entry 4. You can manually merge duplicate leads in the Leads page ### Minutes Don't Roll Over You had 200 unused minutes this month. **What to know:** 1. Unused minutes **expire at the end of each billing cycle** — they don't carry over 2. Your minute allowance resets on your billing date each month 3. Check your usage on the **Billing** page to see how many minutes you've used 4. If you consistently have excess minutes, consider downgrading. If you're running out, upgrade. ### After Cancellation You cancelled your subscription — what happens now. **What to know:** 1. Your AI **stops answering calls** immediately when the subscription ends 2. Your **data is kept for 30 days** — you can re-subscribe and everything comes back 3. Your **phone number is released** and may be assigned to someone else 4. Call recordings are deleted according to your data retention settings ### Re-Subscribe After Cancellation You want to come back after cancelling. **What to know:** 1. If within **30 days**: your data is restored automatically when you re-subscribe 2. You'll get a **new phone number** — your old one may have been reassigned 3. You'll need to **update call forwarding** with your carrier to point to the new number 4. If beyond 30 days: your data has been permanently deleted (GDPR compliance) ### Flexible Business Hours You don't have fixed opening hours. **What to do:** 1. Toggle **"Open 24/7"** in My Business → the AI answers at all times without mentioning hours 2. Or leave hours **blank** — the AI won't mention specific hours to callers 3. Use **After Hours** settings if you want a different message outside certain times 4. The AI adapts — if you don't set hours, it simply doesn't reference them ### Coverage Distance You set a service radius but a customer outside it is calling. **What to know:** 1. The coverage distance is **informational only** — the AI mentions your service area but doesn't refuse customers 2. The AI might say "We typically cover a 20-mile radius from Birmingham" but will still take the booking 3. You decide whether to serve customers outside your area — the AI just captures the lead ### Delete a Specific Recording A customer wants their call recording deleted (GDPR right). **What to do:** 1. Go to **Calls** → find the specific call → open the call detail 2. Contact support with the **call date, time, and caller phone number** 3. We'll delete the recording within 48 hours and confirm by email 4. For bulk deletion, use the **Account Settings** → **Delete My Data** option (deletes everything) ### Lead Without a Name The caller didn't give their name. **What to know:** 1. The AI creates the lead with their **phone number only** — the name shows as "Unknown" 2. You can manually edit the lead to add a name later 3. The AI will try to ask for a name, but some callers skip it — that's fine, the lead is still captured 4. If "Capture Lead Info" is on, the AI always saves at minimum the phone number ### Duplicate Automation Messages You're worried a customer might get the same automated text twice. **What to know:** 1. The system **deduplicates automatically** — maximum 1 SMS per contact per event type 2. For example, a customer won't get two "appointment reminder" texts for the same booking 3. Different automation types can still fire for the same customer (e.g., booking confirmation AND reminder — those are different events)