Lightspire was answering, and now it isn't
Your agent was answering, and now calls don't reach it. Usually something on the account changed: the talking time ran out, the trial ended, or answering was paused. If none of those, the divert on your phone has come off.
What you're seeing
- Callers tell you they heard "Sorry, {your business} can't take calls right now. Please try again later."
- Or your phone rings out, or goes to voicemail, like before you had Lightspire.
- Nothing new on your Calls page since a certain day.
Check these in order
Check your talking time
Open Billing and look at the minutes left. If your agent's status on the Agent page says Out of talking time, the month's minutes are used up. You'll also have an email, "Your Lightspire talking time is used up". Top up on Billing, under Top up talking time, and calls are answered again straight away. See Top up your talking time.
If that fixed it, you're done.
Check whether your free trial has ended
On the trial, a banner at the top of the dashboard says Your free trial has ended once the 14 days or the 30 minutes are used. Choose a plan on Billing and your agent answers again on the same number. Nothing has been charged.
If that fixed it, you're done.
Check answering isn't paused
Open Agent. If the card at the top says Paused, someone turned answering off. Switch it back on. See Pause and resume answering.
If that fixed it, you're done.
Check your plan is still active
Open Billing. If the plan was cancelled, or a payment didn't go through, your agent stops answering once the paid month ends. Choose a plan, or update your card. See Update your card and find invoices.
If that fixed it, you're done.
Check the divert is still on
If everything above looks fine, the divert on your phone may have been turned off: by you while you were away, or by a change to the phone or the plan. From another phone, ring your Lightspire number. If your agent answers that, set the divert again from your Phone number page.
On a Telstra mobile, dial
*#21#or*#61#to see what's on now. See Divert your calls to Lightspire.If that fixed it, you're done.
Still happening?
Email support@lightspire.ai or ring 1300 330 640, and send us:
- your business number (the one customers ring)
- your Lightspire number
- the time and day of a call that wasn't answered
- the caller's number
- roughly when it last worked