# Troubleshooting

> Symptoms, causes and fixes for phone calls, call forwarding, texting, email, website chat, and billing. Start with the symptom you see.

Source: https://docs.airhug.ai/help/troubleshooting
Last updated: 2026-09-29

Find the symptom, read the cause, follow the fix. If a fix does not work, email [hello@airhug.ai](mailto: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](https://docs.airhug.ai/billing/ai-tokens.md). |
| 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](https://docs.airhug.ai/setup/call-handling.md). |
| 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](https://docs.airhug.ai/channels/call-forwarding.md). |

## 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](https://docs.airhug.ai/channels/texting.md). |
| 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 |

## Sign-in

- The magic link email may be in spam. Request a new one.
- Use the same email address the invitation went to.
- Google sign-in is offered where configured. If it says it is not configured, continue with email.