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Recording will not play

On the Recordings tab of a call, Play fetches the audio from your telephony provider. When that fails you see "Recording will not play" with a hint.

Try these first​

  1. Wait a minute and try again
    • A recording is written after the call ends. On a long call it can take a few minutes to become available.
  2. Reload the call page
    • The playback link is short-lived. If the page was open for a while, the link may have expired; reloading issues a new one.
  3. Check the number's Record calls setting
    • If Record calls was off when the call happened, there is no recording. Recording starts when someone picks up, so a missed call has none either.

Where recordings live​

Recordings and voicemails stay at your provider (Twilio, Vonage or Plivo). WhautoVoice stores the reference and streams the audio to you when you press Play. That means:

  • Deleting a recording at the provider makes it unplayable here.
  • Your plan's retention (60 days, 6 months or 12 months) removes the reference after that period, and the provider's own retention settings apply on top.
  • On Vonage, recordings cannot be deleted through WhautoVoice; delete them in the Vonage dashboard.

Voicemail versus recording​

The tab labels each item Recording (a conversation) or Voicemail (a message left when nobody answered). Both play the same way.

Transcripts without audio​

A transcript can exist even when the recording cannot play (Twilio transcribes in real time) and a recording can exist without a transcript (Plivo and Vonage need Transcribe calls on and a recording). See Call routing.

Need help?

Email us at hello@whautovoice.com and we will get you sorted.