Troubleshooting

Find the symptom, read the cause, follow the fix. If a fix does not work, email hello@airhug.ai with your workspace name, the page or channel, and what you saw.

Phone calls#

Symptom	Likely cause	Fix
Calling the Airhug number rings but nobody answers	The line has no greeting or voice yet, or the plan has lapsed	Finish Settings → Receptionist. Check Settings → Billing shows an active plan.
The AI answers as the wrong business	Not expected. Each number routes by the number dialed.	This is a tenant-isolation incident. Stop and email support at once.
The call shows in the inbox with details hidden and only a time	The call was answered while tokens were exhausted or the plan had lapsed	Pay to unlock. See AI tokens.
No call appears in the inbox after a test call	The call did not reach Airhug, or recording consent was not accepted	Check recording consent in setup. Check forwarding or number status on the Phone lines page.
The AI promised to connect me and nothing happened	The transfer destination failed	Airhug is designed to say "connecting you" only after a transfer is accepted. Report this. Check the rule's destination number.
A transfer bounced back to the AI	The rule points at your own forwarded main line	Point the rule at a direct line or a mobile. See call handling.
My number has been silent for weeks	The carrier dropped the forward	Dial the undo code, dial the activation code again, then run the test call. See call forwarding.

Call forwarding test call#

Result	Fix
No inbound	Re-dial the code from the business phone, and wait for the carrier's confirmation before hanging up
Voicemail answered	Shorten the ring time (GSM carriers). Do not answer the test call.
Wrong number	Compare the digits in your code with your Airhug number
Outbound failed	Check your business number is correct and can receive calls
The timer did not stick	Carriers clamp the timer. The test call measures what the carrier really did. Do not keep re-dialing to chase a number.

Texting#

Symptom	Cause	Fix
Texts arrive but the AI does not reply	Carrier registration is not approved yet ("warming up")	Check Settings → Channels → Texts. Finish business details. Toll-free is faster than local.
Toll-free verification rejected	Missing or weak opt-in evidence, site not live, generic sample messages	Fix the reason shown in the app and resubmit. See texting.
The Register button is missing	Registration is already in review or approved	The panel shows the current status.

Email#

Symptom	Cause	Fix
Status stays DNS pending	Records missing, wrong, or DNS still propagating	Wait up to a few hours. Check all four records exactly as shown.
Status Needs attention	A record was rejected	Compare values. Look for a doubled domain in the name or a typo.
Mail from my domain suddenly fails SPF	A second SPF record was added	Merge into one SPF record. Add `include:amazonses.com` to the existing `v=spf1` record.
Emails to my address never reach the AI	The forwarding rule is missing	In your mail provider, forward `reception@yourdomain.com` to the address shown under Forward incoming mail to.
Replies come from an Airhug address, not my domain	The domain is not verified yet	Wait for Ready. Airhug does not send from an unverified domain.
Someone told me to change MX	Wrong. Airhug never needs MX changes.	Do not change MX.

Website chat#

Check in this order: the snippet is on the live page and the key matches; Enable website chat is on and saved; Website address matches the browser address bar exactly with https://; and open the browser console, which names the reason.

Console message or symptom	Fix
`origin_not_allowed`	The page's address is not the address in Settings. On a preview domain, set the preview address temporarily.
A `frame-ancestors` violation	The address in Settings is wrong for this site
Launcher never appears	Snippet missing `data-airhug-widget`, or chat is off
Chat works but there is no call button	Let visitors call from chat is off, or the line's account cannot create browser calling tokens

Billing#

Symptom	Fix
Cannot start a trial	Only the owner or an admin can start it, and a card is required
Cannot add a token pack	Packs are Business only, and not during the trial
Business features are missing	You are on Starter. Upgrade in Settings → Billing.
Plan shows lapsed	Update the payment method in Manage billing and pay the open invoice

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