Troubleshooting
When calls aren’t working
Find the problem and the next step.
Start here
- Check your plan and phone number in Zappy.
- Check that your carrier is still forwarding calls.
- Make a short test call from another phone.
- If it fails, note the time and contact support.
Customers need a way to reach you. If calls are failing, use your carrier’s instructions to send calls to your team or voicemail.
In Zappy Admin
Open Admin → System status. The same results appear in Base.
- Needs attention: open the issue and follow its next step.
- Checks passing: the latest service check succeeded.
- Check needed: the result is missing or out of date.
A service check is not a test conversation. Recent activity shows the latest call, text and purchase steps.
Phone alerts
Open Base → Zappy Calls → More → Alerts to enable alerts or send a test. Zappy Admin also shows the last confirmed phone receipt.
Alerts may be delayed by your connection or phone settings. The backup outage monitor must be hosted separately to keep checking during a Cloudflare outage.
About backup call routing
A working backup can help when a new call cannot reach the main voice service. It cannot move every call already in progress or work around a shared carrier outage.
Updated September 15, 2026