My agents stopped accepting calls

Your agents are paused automatically when there is a problem with your workspace subscription. When an agent is paused, it does not answer incoming calls.

How to check your subscription status

1. Click your profile icon in the bottom-left corner of the sidebar.

2. Select Settings.

3. Open the Billing tab.

The plan card at the top shows your current status. Look for one of these badges:

• Trial — your trial is still active.

• Payment due — a payment failed. Your agent may be paused or about to be paused.

• Inactive — your subscription is paused or cancelled. Agents are not accepting calls.

Common causes and fixes

Payment failed

If your card expired or was declined, your subscription moves to a payment-due state. On the Billing tab, click Update payment method to open the billing portal and add a valid card.

Once the payment is resolved, your agents resume automatically. No manual restart is needed.

Subscription cancelled

If your subscription was cancelled and the billing period ended, your agents are paused. To resume, go to the Billing tab and click Change plan to resubscribe.

Trial ended

Your trial includes 50 call minutes for testing in the browser. Trial minutes are for test calls only, not real phone calls from customers. When the trial ends or minutes run out, you see "Trial ended" or "Exhausted" on the Billing tab.

Click Upgrade or Change plan to move to a paid subscription and get a real phone number.

Resuming

After the billing issue is resolved, your agents resume automatically. You do not need to manually reactivate them.

Your data is safe

Your calls, transcripts, contacts, agent configurations, and appointments are preserved while your account is inactive. Nothing is deleted.

Troubleshooting

Billing tab shows no subscription at all You are on the free tier. You have not subscribed to a plan yet. Click Upgrade to choose a plan and get started.

Agents still show as paused after updating payment It may take a moment for the status to update. Refresh the page. If agents remain paused after a few minutes, contact support.