---
title: "Debugging Phone Numbers"
canonical: "https://funnelflare-engagement-center.refined.site/space/ADVANCEDFIREBUILDINGSTRATEGIES/170393634/Debugging%20Phone%20Numbers"
format: markdown
---
Troubleshooting steps when a FunnelFLARE client is having issues with phone numbers.

 

**Calls not going through:**

1. Get permission to test the number(s) they say are not working and call them yourself from one of our tracked numbers.
  1. User the Chrome Extension -> Support Calls -> 587-327-9951> Macro (inline-external-image)
  2. If the call goes through, let the client know that it's likely on their end
  3. If the call does not go through, try calling the forwarding number directly and confirm that this call is going through
    1. If the call is going through the call forwarding number, collect the following information and create an escalated ticket:
      1. the number you called from
      2. time you called at
      3. tracked number you called
      4. what happened when you called
    2. If the call to the forwarding number does not go through, let the client know that you have experienced an issue with the forwarding number

 

**Unable to purchase Phone Numbers**

1. If the client is listed as a country in the '[Regulatory Requirements](/wiki/spaces/*/pages/170262710)' document, please follow up by asking for the required documents and/or information
  1. create an escalated ticket to Trish
2. Confirm that the 'Is Client Verified' box has been checked
3. Confirm that there is a payment source and a Phone Call Tracking Fees balance

 

**Unable to listen to call recording**

1. Ask for support access
2. Check when the call took place
  1. it does take time for the call recording to render
3. Was the call too short to generate a recording
  1. anything less than 30 seconds will not generate a recording

 

**Numbers are not connecting**

1. Confirm that the numbers are listed under the 'Phone Numbers' (Assets -> Phone Numbers)
2. Confirm with the client that you can test
  1. Call the number(s) to see if you are able to connect
  2. If there is a forwarding number, call that number to confirm you are able to connect
    1. if you are not able to connect to the forwarding number, have the client look into the number setup
3. Ask the client for support access to view the Phone Report
  1. Look to confirm that the test call(s) made are on the report
    1. if they are on the report, it means the calls are going through
4. If there is no issue with the forwarding number
  1. Create an escalated ticket to have the team check with our provider to see if there is any issue routing to the forwarding number