In this article:

⚠️ Issue Summary

A call you expected to be recorded has no recording in Call Logs, or the recording will not play. This usually comes down to when the setting was turned on, how old the call is, or how the call ended.

🧪 Symptoms

No Play Recording icon appears for a call in Call Logs
The Play Recording icon is greyed out, with the message "Recordings are no longer available after 30 days"
Callers did not hear the announcement, "This call is being recorded"
The Call Recording toggle is greyed out on the Calls tab

🛠 Fix Steps

Check That Call Recording Was On Before the Call

Login to your account
Select Numbers
Click on the phone number that received or placed the call
Click the Calls tab
Confirm the Call Recording section shows Recording is on for this number
If it is off, turn it on. ▶️ See Manage Call Recordings ⚙️

➡️ Recording only starts on the next call after it is turned on. Calls made before the setting was turned on, or while it was off, are not recorded and cannot be recovered.

Check the Age of the Call

Select Call Logs
Locate the call on the table
Check the Date/Time column

➡️ Recordings are available for 30 days after the call. A greyed out Play Recording icon means the recording is past 30 days and can no longer be played or downloaded.

Check How the Call Ended

Select Call Logs
Locate the call on the table
Check the Call Outcome column

➡️ Missed, Blocked, and Voicemail calls are never recorded. Only calls that are answered are recorded.

Check the Number's Plan

Select Numbers
Locate the phone number
Check the plan name

➡️ Call Recording works only on Business Line numbers. If the number was changed to another plan, Call Recording was turned off automatically. ▶️ See Change Service Plan ⚙️

Check User Access

➡️ Basic users see recordings only for phone numbers assigned to them. Ask an Admin user on the account to assign the number, or to play the recording. ▶️ See Account User Overview 📖

📨 Escalation

Contact support if:

Call Recording was on before the call
The call was answered
The call is less than 30 days old
The number is on Business Line
No Play Recording icon appears, or the recording will not play

▶️ See Contact Customer Support 📖

🔗 Related Links

Call Recording Missing ⚠️