When a caller reaches your number but the call is refused or hung up instead of answered, one of a few setup checks usually explains it.
The number is not active
If the number is not connected, or is not active, a caller hears This number is not currently in service and the call ends. Reconnect the number, or check it shows as connected on the Voice settings tab.
Voice is turned off
If Enable Voice is off for the app, inbound calls are dropped rather than answered. Switch it on in Customer Service > Settings > Voice.
Out of voice credits
Voice calls use message credits, 5 a minute. If your balance is too low to cover a minute, inbound calls are refused. Top up your credits and the calls answer again.
In rare cases very high call volume can hit a temporary limit; wait a moment and try again.
Your plan does not include voice
Voice calls are answered on the Business and Scale plans and in the free trial. Light and Growth do not include voice, so inbound calls are rejected. Upgrade to Business to answer them.
Frequently asked questions
Callers hear "not in service".
The number is not connected or not active. Reconnect it on the Voice settings tab.
Calls just hang up.
Check Enable Voice is on and that you have voice credits.
It worked yesterday.
Most often credits ran out, your plan changed, or the number or voice setting changed. Recheck all four.