Calls aren't reaching Lightspire

What you're seeing

Check these in order

1. Ring your Lightspire number directly

   From another phone, ring your Lightspire number itself (it's on your Phone number page). Don't ring your business number yet.

   • Your agent answers: your agent is fine and the divert is the problem. Go to the next check.
   • You hear "can't take calls right now", or "this number isn't set up yet": skip to "Check your agent is live".

   If that fixed it, you're done.

2. Set the divert again, on the right phone

   Open Phone number and find your carrier under Divert your existing number. The codes there already have your Lightspire number in them. Dial the code on the phone your customers ring, not on any other phone, and press call.

   • Check the number in the code has no spaces and starts with 0.
   • On a Telstra mobile, dial *#21# (every call) or *#61# (calls you don't answer) to see what's on now.
   • A divert for calls you don't answer rings your phone first: about 15 seconds on Telstra, 20 seconds on the Optus code. Let it ring out.
   • Test from a different phone. Calling your mobile from itself doesn't test it.

   Vodafone prepaid can't forward to another number. Optus doesn't publish home phone codes, so ask Optus to forward it. On a business phone system, set forwarding in the system itself.

   If that fixed it, you're done.

3. Check your agent is live

   Open Agent. The card at the top shows your agent's status.

   Status	What to do
   Live and answering calls	Nothing. Go to the next check.
   Not live yet	Finish choosing a plan and getting a number. Use the Choose a plan or Check your number link on the card.
   Paused	Turn the switch on the card back on, so it says Live.
   Out of talking time	Choose Add minutes and top up. See What happens when my minutes run out?

   If that fixed it, you're done.

4. Check your number is live

   Open Phone number. The badge next to Your Lightspire number should say Live.

   • Being set up: the carrier is still processing it. This usually takes under a minute. Press Try again.
   • Needs attention: email support@lightspire.ai and we'll sort it out.

   If that fixed it, you're done.

5. Check your plan or trial

   Open Billing. If your free trial has ended, or you haven't chosen a plan, your agent won't answer. Choose a plan and it answers on the same number. See Choose a plan.

   If that fixed it, you're done.

Still happening?