Troubleshooting

Your Call Tracking service is paused

Short answer

The Enfonica Console shows this when the subscription has ended, usually because a card payment couldn't be collected, and calls to the tracking numbers stop until a Billing Owner or Billing Editor selects a plan and pays. If a payment has failed but the service isn't paused yet, update the card and nothing stops.

Applies to
Billing, Enfonica Console
Who can do this
A Billing Owner or Billing Editor on the account

Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.

Checking Enfonica system status…

Status page
On this page
  1. What are you seeing?
  2. A payment failed
  3. The Console says the service is paused
  4. It says only a billing owner or editor can restore service
  5. What to send us
  6. Related

What are you seeing?

A payment failed

You got an email that a card payment didn't go through. If an agency set up the account, the person at the agency who created the quote is told too.

Nothing has stopped yet. Stripe, our payment provider, tries the card again over the following weeks, and tracking and calls keep working meanwhile. If none of the tries succeeds, the subscription ends.

Fix

  1. Sign in to the Enfonica Console.
  2. At the bottom of the sidebar, open your user menu, and select Billing. The billing portal opens.
  3. Update the card.

The next try uses the new card. If Billing is greyed out, you don't have the Billing Owner or Billing Editor role on the account: ask the person who signed up to do it.

The Console says the service is paused

Your Call Tracking service is paused

The subscription has ended, either because a payment couldn't be collected or because it was cancelled. Until it's restored:

  • calls to the tracking numbers don't connect;
  • the tracking script stops swapping numbers, so your website shows its normal number;
  • your call history, recordings and settings are kept.

Fix

  1. Sign in as a Billing Owner or Billing Editor on the account.
  2. On the Your Call Tracking service is paused page, select a plan.
  3. Select the restore button. It shows the plan's standard monthly fee; an agency discount still applies when you pay.
  4. Enter a card on the secure Stripe checkout page, and pay.

Service resumes as soon as the payment goes through.

Warning: Tracking numbers can be released while the service is paused, and a released number doesn't come back. After you restore, check every number pool and static number, and add numbers where you need them. If a released number is printed on ads or signs, contact support straight away.

It says only a billing owner or editor can restore service

Only a billing owner or editor on this account can restore service.

You're signed in without a billing role on the account, so you can't select a plan.

Fix

Ask a Billing Owner or Billing Editor, usually the person who signed up for Call Tracking, to sign in and restore service. If nobody at the business can, contact support.

What to send us

Include these so we can look at the account straight away.

  • The business name on the account, and the tracking site's name.
  • The email address of the person who manages billing.
  • What you expected to happen, and what happened instead.
Contact support

Our support team will reply by email.