Troubleshooting
Having trouble? Use the guides below to diagnose and resolve the most common issues on Volume Reach. Each guide covers a specific area and walks you through exactly what to check and how to fix it.
If you don't find your answer here, reach out to our support team directly from the Help menu inside your account.
Topics
Spam labels, low connect rates, silent calls, campaigns not dialing, and more.
Outbound SMS delivery problems, carrier filtering, AI auto-replies, and opt-out handling.
Unexpected charges, payment failures, wallet depletion, and usage breakdown questions.
Quick Checks Before You Start
Most issues on Volume Reach fall into one of three root causes. Before diving into a specific guide, it's worth checking these first:
1. Wallet balance — Many features pause or stop working when your wallet runs out. Go to Billing > Wallet and confirm you have available funds.
2. Compliance status — Calls require STIR/SHAKEN setup and SMS requires A2P 10DLC registration. If either is incomplete or pending, outreach may be blocked or filtered by carriers.
3. Campaign configuration — Confirm your campaign is set to Active, has contacts assigned, and has calling hours configured. A misconfigured campaign will not dial.
Still Need Help?
Contact our support team via the in-app chat or email support. When you reach out, include:
- The campaign name and approximate time the issue occurred
- A description of what you expected to happen vs. what happened
- Any error messages shown in the dashboard