---
title: "Your Call Tracking service is paused"
url: "https://calltracking.au/help/billing/service-paused"
summary: "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."
type: troubleshooting
audience: customers
products: ["Billing", "Enfonica Console"]
who_can_do_this: "A Billing Owner or Billing Editor on the account"
---

# 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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

## 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.

**To fix it:**

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.

**To fix it:**

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.

**To fix it**, 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](https://calltracking.au/support#contact)

## Related

- [Change your Call Tracking plan or cancel your subscription](https://calltracking.au/help/billing/change-plan-or-cancel.md)
- [Tracking numbers don't show on your website](https://calltracking.au/help/install/numbers-not-showing.md)
- [Manage billing and your plan](https://calltracking.au/docs/account/billing/)
- [Add numbers to a pool](https://calltracking.au/docs/numbers/add-numbers-to-a-pool/)

---

Web version: https://calltracking.au/help/billing/service-paused