---
title: "Calls aren't recorded"
url: "https://calltracking.au/help/recording/calls-not-recorded"
summary: "Recording is off until you turn it on, and a pool or static tracking number can override the site's setting. With Record on bridge, a call that never connected has no recording, and any change applies to new calls only."
type: troubleshooting
audience: customers
products: ["Call recording"]
who_can_do_this: "An Owner or Editor on the account"
---

# Calls aren't recorded

**Short answer:** Recording is off until you turn it on, and a pool or static tracking number can override the site's setting. With Record on bridge, a call that never connected has no recording, and any change applies to new calls only.

**Applies to:** Call recording  
**Who can do this:** An Owner or Editor on the account

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

Recordings show on the call: in the Enfonica Console, go to the tracking site's **Tracked calls**, open the call, and look for the **Recording** card. The **Transcript** card is below it.

## No calls are recorded

### Recording is off

A new tracking site doesn't record calls. Pools and static tracking numbers start on **Inherit from site**, so they record only if the site does.

**To check**, open the tracking site's **Settings** and look under **Call recording defaults**.

**To fix it**, select **Record on answer** or **Record on bridge**, and select **Save Changes**. Recording starts with the next call; calls before the change aren't recorded. To learn about the options, see [Record calls and play a consent message](/docs/recording/).

Turning recording on doesn't turn on the consent message. To learn more, see [Is call recording legal in Australia?](/help/recording/recording-consent)

## Some calls are recorded and others aren't

### A pool or static number has its own setting

A pool or static tracking number can override the site's setting. If it's set to **Disabled**, its calls aren't recorded whatever the site says.

**To check**, open the pool, or the static tracking number, and look at its **Call recording** setting.

**To fix it**, select **Inherit from site** to follow the site, or select a trigger, and select **Save Changes**.

### The call never connected

With **Record on bridge**, recording starts when the call connects to the business's phone. A call that wasn't answered, or that ended in a menu or message before it was put through, has no recording. **Record on answer** starts as soon as Call Tracking answers the call, so it also records ringing, menus and messages.

**To check**, open the call and look at its status. A call marked **NOT ANSWERED** has no recording with **Record on bridge**.

**To fix it**, there's nothing to fix: the call was never put through. If you want those calls recorded too, select **Record on answer**.

## The call has no recording yet

### The recording hasn't arrived

A recording is processed after the call ends, and the call page loads it only when it opens.

**To fix it**, reload the call's page. If a recording is still missing well after the call, contact support with the call's time and tracking number.

## The recording has no sound

`No audio available`

The recording has finished, but there's no audio to play: the call was completely silent, or the recording couldn't be processed. Reloading the page doesn't change it.

**To fix it**, if nobody spoke on the call, there's nothing to fix. If calls where people spoke show this, contact support with the call's time and tracking number.

## What to send us

Include these and we can find the call straight away.

- The tracking site's name in the Console.
- The tracking number that was called, and the date and time of the call.
- The caller's number, if you know it.
- What you expected to see on the call, and what it shows instead.

[Contact support](https://calltracking.au/support#contact)

## Related

- [Is call recording legal in Australia?](https://calltracking.au/help/recording/recording-consent.md)
- [A call has no transcript or AI labels](https://calltracking.au/help/recording/transcript-or-labels-missing.md)
- [Record calls and play a consent message](https://calltracking.au/docs/recording/)
- [Call details](https://calltracking.au/docs/calls/call-details/)

---

Web version: https://calltracking.au/help/recording/calls-not-recorded