Troubleshooting

Calls

My phone doesn’t ring at all

Work through these in order:

1. Is your line paused? If your home page says “Your line is paused”, Callify isn’t putting calls through: callers hear a short message and the call ends. Either this period’s overage has reached your spending cap — raise it in Settings, or wait for the period to reset — or your store isn’t on a plan, in which case choose one.
2. Are you inside your business hours? Check Settings → Business Hours, including the Store timezone — a wrong timezone shifts your whole schedule. Then check whether today is covered by a holiday.
3. Is your forwarding number right? Settings → Phone Number. One wrong digit is the commonest cause of all.
4. Can that phone take calls? Try calling it directly from another phone. Check it’s not in Do Not Disturb or Airplane mode.
5. Is the call reaching Callify? Look in Calls. If the call is listed, Callify received it and the problem is between us and your handset. If it isn’t listed at all, the call never arrived — get in touch.

It rings, but callers get my personal voicemail

Your handset is sending unanswered calls to your carrier’s voicemail before Callify can take over.

Turn on Ask me to accept calls in Settings → Calls. That’s exactly what call screening is for — a carrier voicemail can’t press a key, so it can’t steal the call.

Callers say it rings once then cuts off

Callify rings your phone for about 15 seconds before moving the caller on to voicemail. With screening on, once you answer you have about 10 seconds to press a key. Miss it and Callify hangs up your leg and moves the caller to voicemail — which from your handset looks like a call that vanished.

The caller isn’t lost: they’ll have heard your greeting and been able to leave a message.

I answered but the caller couldn’t hear me

With screening on, answering isn’t accepting. You have to press a key. Until you do, you’re listening to the announcement and the caller is still hearing ringing.

There’s no recording for a call

• Recording only covers answered calls. A call that went to voicemail is saved as a voicemail instead — check there.
• Check the switch — Record answered calls in Settings → Calls.
• Check your plan. Call recording isn’t included on Lite. Voicemail is always transcribed.
• The call has to have connected. A call that rang out has nothing to record.

The transcript hasn’t appeared

Transcription runs after the call ends and takes a moment. If it still says “No transcription yet” after a few minutes, the audio may have been too quiet or too short to transcribe. The audio itself is still there.

Text messages

Every message I send fails

Almost certainly carrier registration. Check Carrier registration under Settings → Messages:

• Not registered — submit the form. Sending is blocked until you do.
• Under review — wait. A few business days, and there’s no way to hurry it.
• Rejected — read the reason, fix it, resubmit. Usually the opt-in evidence.
• Verified — registration isn’t the problem; read on.

One specific message failed

The error under the message tells you which:

“This number is not registered for texting yet” — carrier registration isn’t complete. See above.

“The carrier blocked this message as suspected spam” — the carrier judged your content, not your number. Avoid link shorteners like bit.ly (use your own domain), skip ALL CAPS and rows of exclamation marks, and make sure the recipient actually opted in.

“This person replied STOP…” — they opted out. Only they can undo it, by texting START. You can’t reinstate them from your side. → Permission and opt-outs

“You need this person’s permission before texting them” — you started a thread without confirming consent. If you genuinely have it, tick This person agreed to receive text messages from us on the New message screen.

“Your line is paused because this period’s overage has reached your spending cap” — raise the cap in Settings, or wait for your next billing period. → Your spending cap

“Your store is not on a plan, so texts cannot be sent” — choose a plan. → Plans and pricing

“That phone is switched off or out of range” — temporary. Try later.

“That number has blocked messages from your number” — the recipient blocked you. Nothing to do at your end.

“That number does not exist or is no longer in service” — check the number.

“That is a landline, or it cannot receive text messages” or “That number cannot receive SMS” — landlines can’t receive SMS. Call them instead.

“That phone number is not valid” — a typo, or a missing area code.

“Texting to that region is not enabled” — outside the US and Canada. Callify doesn’t support international texting.

A message says Sent but never arrived

Sent means the carrier accepted it. Not every carrier reports back when a message is actually delivered, so a message can sit at Sent and have arrived perfectly well.

If the customer genuinely didn’t get it, ask them to check their blocked list and their spam or filtered messages folder.

I can’t see a photo a customer sent

Callify shows a note — “1 attachment - view it on your phone” — rather than the image. Texts aren’t forwarded to your phone, so if you need to see it, ask the customer to send it another way, such as by email. You can’t send attachments from Callify.

Customers

No customer shows up at all

Callify only matches calls and texts to customers once you’ve allowed it to read them. Turn it on with Allow customer access in Settings → Customer access.

“Customer name hidden”

Callify matched the number to a Shopify customer but doesn’t have permission to display the name. That’s Shopify’s protected customer data rule, granted at the app level. Everything else keeps working. → Privacy and your data

The wrong customer is attached to a thread

Use Change customer in the thread to pick the right one, or Remove customer to detach. A removal sticks — Callify won’t quietly re-link them.

Billing

My usage is higher than I expected

Two things account for almost all of it:

• Every call rounds up to a whole minute, individually. Ten 30-second calls is 10 minutes, not 5.
• Texts count in segments, in both directions. One emoji can turn a 160-character message into three segments.

The full detail is in how usage is counted.

I hit my spending cap

Your line pauses. Callers hear a short message and the call ends — no voicemail is taken — and texts aren’t sent. Incoming texts still arrive. It starts working again when your next billing period begins, or as soon as you raise the cap in Settings.

If it happens regularly, the next plan up is usually cheaper than the overage. → Your spending cap

Every page sends me to “Choose a plan”

Your store isn’t on a plan — you haven’t picked one yet, or the subscription was cancelled. Press Open the plan page and choose one on Shopify’s page. → Plans and pricing

Still stuck?

Email support@callify.co. It helps enormously if you include:

• What you did, and what happened instead.
• When it happened, roughly.
• The phone number involved, if it’s about a specific call or text.
• The exact error message, if there was one.

A person reads it.