> ## Documentation Index
> Fetch the complete documentation index at: https://docs.avidra.net/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Diagnose common Avidra issues in missed-call recovery, SMS, routing, conversations, and billing.

Use this page to diagnose the most common operational problems in Avidra. Start with the section that matches your symptom.

<Tip>
  Most issues trace back to one of three root causes: **phone setup**, **billing state**, or **plan limits**. Check these first before diving deeper.
</Tip>

## Quick diagnosis flowchart

Before going through each issue in detail, run through this quick checklist:

| Symptom                            | Most likely cause                 | Where to check                                      |
| ---------------------------------- | --------------------------------- | --------------------------------------------------- |
| No text-back after a missed call   | Phone setup incomplete            | [Phone Setup](/configuration/phone-setup)           |
| Leads not appearing                | Forwarding not active at carrier  | [Phone Setup](/configuration/phone-setup)           |
| AI not replying                    | Billing inactive or plan mismatch | [Billing and Plan](/configuration/billing-and-plan) |
| SMS sending but no AI conversation | Plan does not include AI SMS      | [Usage and Limits](/configuration/usage-and-limits) |
| Features locked or redirecting     | Billing blocked                   | [Billing and Plan](/configuration/billing-and-plan) |
| Setup prompts still showing        | Onboarding incomplete             | [Onboarding](/getting-started/onboarding)           |

## Common issues

<AccordionGroup>
  <Accordion title="Missed calls are not triggering text-back">
    This is the most common issue. Check the following in order:

    1. **Is your Avidra number active?** Go to [Phone Setup](/configuration/phone-setup) and verify the Twilio-backed number exists.
    2. **Is the number mapped to your workspace?** The called number must be linked to your active workspace.
    3. **Is forwarding enabled?** If using forwarding mode, confirm forwarding is active at your phone carrier — not just in Avidra settings.
    4. **Did the call reach a final missed state?** If you picked up and then hung up, that may not register as a missed call.
    5. **Was the call already processed?** Avidra skips duplicate calls from the same number within a short window.
    6. **Did voice recovery handle the call?** If voice recovery answered, SMS text-back is skipped.

    **Most common fix:** Enable conditional forwarding ("Forward when unanswered") at your phone carrier. This is the step people most frequently skip.
  </Accordion>

  <Accordion title="No SMS is being sent">
    If no SMS is going out at all, check in this order:

    1. **Billing status** — is it active? → [Billing and Plan](/configuration/billing-and-plan)
    2. **Plan support** — does your plan include the messaging type you expect?
    3. **Daily SMS cap** — have you hit the daily limit? → [Usage and Limits](/configuration/usage-and-limits)
    4. **Twilio number** — is it provisioned correctly in Phone Setup?
    5. **AI toggle** — is AI globally disabled? → [AI Behavior](/configuration/ai-behavior)
    6. **Recovery channels** — is text-back enabled? → [Recovery Channels](/configuration/recovery-channels)

    **Most common fix:** Billing lapsed or was never activated after the free trial.
  </Accordion>

  <Accordion title="Twilio or phone number setup issues">
    Common signs:

    * Missed calls do not generate leads
    * Inbound SMS does not attach to the workspace
    * Test calls do not behave like live calls
    * Dashboard shows setup incomplete or unresolved checks

    **Verify these in order:**

    1. Business phone number is correct in settings
    2. Avidra/Twilio number is active and provisioned
    3. Routing mode matches your actual setup (forwarding vs. Avidra number)
    4. Forwarding is configured at the carrier level (not just in Avidra)
    5. Verification checks in Phone Setup are all green
  </Accordion>

  <Accordion title="Lead does not appear in dashboard">
    Check whether:

    1. The missed call actually triggered recovery — did the caller's phone receive a text?
    2. The number belongs to the expected workspace
    3. The lead is stored but filtered out in the Leads view — try clearing filters
    4. Onboarding or setup is still incomplete
    5. The call was skipped due to an already-processed or duplicate state
    6. The monthly lead cap has been reached

    <Tip>Inspect the Leads page directly instead of relying only on the dashboard summary. Use the search feature to find the caller's phone number.</Tip>
  </Accordion>

  <Accordion title="Conversation is not continuing">
    If a customer replies but the thread does not continue:

    1. **Did the inbound message attach to an existing lead?** Check for unmatched replies in the Conversations view.
    2. **Is the conversation auto-closed?** Stale conversations are closed after inactivity.
    3. **Has the AI turn limit been reached?** Avidra caps the number of AI turns per thread.
    4. **Is AI enabled?** Check both globally and for this specific conversation → [AI Behavior](/configuration/ai-behavior)
    5. **Is billing active?** → [Billing and Plan](/configuration/billing-and-plan)
    6. **Is the daily SMS cap reached?** → [Usage and Limits](/configuration/usage-and-limits)

    **Most common fix:** Billing block or daily SMS cap reached. Both cause silent skipping with no error visible to the customer.
  </Accordion>

  <Accordion title="Billing or plan restrictions">
    Billing and plan restrictions can look like product failures. Look for:

    * Redirects to pricing page when opening tabs
    * Locked Conversations or Booking tabs
    * Inability to send manual follow-up
    * AI reply skipped behavior
    * Usage warnings in the dashboard

    <Warning>If behavior changed recently, confirm the workspace still has active billing. Plan changes, expired trials, and failed payments all cause immediate feature restrictions.</Warning>
  </Accordion>

  <Accordion title="Notifications not arriving">
    If you expect alerts but are not receiving them:

    1. Check the notification email/phone number in [Notifications](/configuration/notifications) — is it correct?
    2. Check your email spam folder
    3. Verify the notification type is enabled (email, SMS, emergency, daily summary)
    4. Test with a real missed call and verify the alert fires
    5. If using SMS alerts, confirm the destination phone number is valid and can receive SMS
  </Accordion>
</AccordionGroup>

## When to escalate to support

Escalate when you have verified setup, billing, and plan state, but the problem persists:

* Twilio routing looks correct but missed-call recovery never starts
* Inbound SMS is received by Twilio but never appears in Avidra
* A workspace number appears mismapped to the wrong workspace
* Repeated delivery or webhook failures that cannot be explained by settings
* Production conversations failing in a pattern operators cannot resolve

## What to include when escalating

<Note>
  Including these details helps the support team diagnose your issue faster.
</Note>

* Workspace name
* Affected phone number (both your business number and Avidra number)
* Approximate time of the call or SMS
* Whether the issue affects all calls or only some
* What you have already checked (phone setup, billing, plan limits)
* Screenshots of the relevant dashboard, leads, or settings state

Contact the team at [team@avidra.net](mailto:team@avidra.net).