Voice line problems (PIN rejected, number coming soon) Troubleshooting

The voice line lets you call a phone number, enter your PIN on the keypad, and talk to your assistant out loud. If a call isn't connecting the way you expect, the cause is almost always the registered phone, the PIN, or a call-in number that isn't live yet. Work through the sections below.

"Number coming soon" — no call-in number yet

If the Voice channel shows Number coming soon or doesn't display a number to call, a call-in number hasn't been made available for your account yet. There's nothing to fix on your end.

You can still register your phone and PIN in advance. Once a number is available, it will appear on the Voice channel screen and your saved settings will already be in place, so you can call right away.

Voice calling is enabled at the platform level. If the Voice option doesn't appear at all, it may not be turned on for your account or plan. Check back later or reach out to support if you expect to have it.

Register the phone you'll call from

The voice line only recognizes phones you've registered. If your call isn't recognized, the number you're calling from likely doesn't match what's on file.

1. Open the Voice channel.
2. Select the country for the phone you'll be calling from.
3. Enter the exact phone number you'll call from, including the correct country and area code.
4. Choose a 6-digit PIN.
5. Activate voice calling.

Make sure the registered number matches the line that actually places the call. If you regularly call from more than one phone, register the one you'll use, and update it whenever you switch phones.

Calling from an unrecognized phone

If you call from a number that isn't registered, the assistant won't recognize you. Common reasons:

• You're calling from a different phone than the one you registered.
• Your caller ID is hidden or blocked, so the number can't be matched.
• The registered number has a typo or is missing the country or area code.

Open the Voice channel, confirm the number on file is correct, and turn off any "hide my number" setting on the phone before you call.

PIN rejected or "must be 6 digits"

Your PIN must be exactly six digits. If it's rejected when you set it or when you enter it on a call, check the following.

1. Length: the PIN has to be exactly 6 digits — no more, no fewer, and numbers only.
2. Match: enter the same PIN you saved on the Voice channel. If you're unsure what it is, set a new one.
3. Entry: key in all six digits when prompted, then wait a moment for the assistant to respond.

Change your PIN

If you've forgotten your PIN or want a new one, open the Voice channel and change your PIN there. The new PIN takes effect immediately for your next call.

PIN entry only works on the keypad

PINs are entered using your phone's number keypad during the call — not by speaking the digits out loud. When the assistant asks for your PIN, open the keypad on your phone and press the six digits.

If the digits aren't registering:

• Press each key firmly and give a brief pause between digits.
• If you're on a headset or car system, try switching to the phone's own keypad.
• Poor call quality can drop keypad tones — if the line is weak, hang up and call again from a stronger signal.

Once you're past the PIN, you talk to the assistant normally by voice. The keypad is only for entering the PIN.

Change the registered phone or PIN

You can update your voice settings at any time from the Voice channel:

• Update the country and phone number if you'll be calling from a different line.
• Change your PIN whenever you want a new one.
• Disconnect voice calling if you no longer need it.

A note on call recording

Calls to the voice line may be recorded and stored securely so your assistant can work with the conversation. This is part of how the voice channel operates.

Still not connecting?

If you've confirmed a call-in number is available, your phone is registered correctly, and your 6-digit PIN matches but calls still won't connect, contact support with the phone number you're calling from and roughly when you tried. That's usually enough to pinpoint the issue quickly.