FAQ & Troubleshooting

Most users are live in 20-30 minutes. Cell phone forwarding takes ~20 min. PBX/SIP varies by system complexity. The onboarding wizard walks you through every step.

No. You keep your existing number. Ringback uses conditional call forwarding — missed calls route to your Ringback number while your phone still rings normally.

Personal cell (iOS/Android), office PBX (3CX, FreePBX, Asterisk, Avaya, etc.), and any SIP/VoIP provider (Twilio, Telnyx, Bandwidth, RingCentral, etc.). See Phone Setup guide for details.

Yes — 14 days, full features, no credit card required. Start at /onboarding.

Yes! The onboarding demo sends a real test SMS to your phone so you experience the exact flow your leads will see.

Yes. Settings → Sequences → Edit any step. Use {{lead_name}} and {{business_name}} variables. SMS: 1600 char max. Email: full HTML + plain text.

The sequence stops instantly. No more messages send. Lead status changes to 'replied'. You see the reply in the lead timeline and dashboard.

Yes. Use the API to add steps, or contact support to enable custom sequence lengths. The UI editor manages the default 5 steps.

Delays are minutes from the missed call timestamp (not from previous step). Step 1 at 0 min, Step 2 at 30 min, Step 3 at 120 min, etc. All relative to the original call.

Optional feature: AI calls the lead back immediately after a missed call, asks for name/reason/urgency, transcribes the call, and creates a rich lead. Enable per number in Sequences settings.

Check: 1) Phone number verified (green badge in Sequences), 2) Twilio credentials valid (Settings → Billing), 3) Rate limits not exceeded, 4) Lead status is 'active'.

Check: 1) Call forwarding configured correctly (test with another phone), 2) Ringback webhook received (check Supabase ring_webhook_event table), 3) Call wasn't answered (forwarding only triggers on no-answer/busy/unreachable).

Reply detection uses Twilio webhook. Verify: 1) Twilio Messaging webhook URL set correctly in Twilio Console → Messaging → Settings, 2) Webhook responds 2xx within 10s.

Yes. Leads page has 'Export CSV' in bulk actions (select leads → choose Export). Includes name, phone, status, source, timestamps.

Open lead detail page → Actions dropdown → Mark Won or Mark Lost. This stops any remaining sequence and updates dashboard stats.

Gray=New, Green=Active, Blue=Replied, Red=Closed/Lost, Green (solid)=Won. Hover badge for tooltip.

Dial from Phone app keypad (not contacts). Some carriers need *72+NUMBER# format. See Phone Setup guide for carrier-specific codes.

Disable voicemail or set ring time longer than forward delay (usually 20-30 sec). Carrier voicemail often answers before forward triggers.

Verify forward-to number matches your Ringback number exactly (E.164 format). Check ring_webhook_event table for received webhooks.

Increase 'Ring Timeout' in PBX to 30+ seconds before forward triggers. Ensure gateway answers with 200 OK.

Increase invite timeout on provider side. Ringback answers within 2 seconds.

Allow popups for your domain. HubSpot requires popup for OAuth consent.

Check CRM sync job logs in Supabase (ring_crm_sync_log table). Look for rate limits or field validation errors.

CRM deduplicates by phone/email. Ensure lead phone_e164 matches CRM contact format exactly.

Verify pipeline ID and stage ID exist in your CRM and pipeline is 'open' type.

Ensure endpoint accepts POST with JSON. Respond 2xx within 10s. Retries: 1m, 5m, 15m, 1h, 6h.

Included allowances reset monthly. Overages billed at end of cycle: SMS $0.015, Email $0.001, Numbers $5/mo, AI Voice $0.10/min. View real-time usage in Settings → Billing.

Yes. Changes take effect next billing cycle. Upgrade/downgrade anytime in Settings → Billing.

Cancel anytime — access continues until period ends. No partial refunds. Data exported on request within 30 days. Numbers released after 30-day grace period.

Yes — 20% off annual billing. Switch in Settings → Billing.

Automatically via Stripe Tax based on billing address. US: sales tax by jurisdiction. EU: VAT with B2B reverse charge. Update address in Settings → Billing for accuracy.