> ## Documentation Index
> Fetch the complete documentation index at: https://docs.kallin.co.uk/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Common Issues with Your Kallin Account

> Resolve the most common Kallin issues — calls not connecting, routing not working, number verification failing, poor call quality, and login problems.

This guide covers the most common issues Kallin customers run into and walks you through exactly how to fix them. Work through the relevant accordion below, and if you still can't resolve the problem, the links at the bottom of this page will point you to further help.

<AccordionGroup>
  <Accordion title="Kallin isn’t answering my calls">
    Call your assigned Kallin number directly from another phone. If it answers, check that your existing provider’s forwarding settings point to the correct number. If the Kallin number also fails directly, contact our support team.
  </Accordion>

  <Accordion title="Calls go to voicemail instead of Kallin">
    Your existing voicemail may be answering before the forwarding rule activates. Ask your phone provider to check the voicemail and unanswered-call settings, then test again by letting a call ring without answering.
  </Accordion>

  <Accordion title="It takes too long for Kallin to answer">
    Unanswered-call forwarding waits for your original phone to ring before redirecting the call. Check the forwarding delay with your provider. Choose all-call forwarding if you want calls sent straight to Kallin.
  </Accordion>

  <Accordion title="Kallin gives incorrect business information">
    Check that the information supplied during setup is current, including opening hours, services and prices. Send our team the question, the incorrect answer and the correct information so we can help update your assistant.
  </Accordion>

  <Accordion title="Kallin struggles to hear or understand callers">
    Background noise, poor reception or speakerphone audio can affect the conversation. Test from another phone in a quiet location. If the issue continues, note the call time and explain what the assistant struggled to understand.
  </Accordion>

  <Accordion title="Calls aren’t forwarding from Kallin to my team">
    Check that the destination number is correct and can receive calls directly. Confirm the agreed forwarding rules with our team, including when the destination should be available and what should happen if nobody answers.
  </Accordion>

  <Accordion title="Customer contact details are missing">
    Make sure your assistant’s instructions include asking for the details your team needs, such as the caller’s name, callback number and reason for calling. Ask it to confirm important details rather than relying on caller ID alone.
  </Accordion>

  <Accordion title="Call forwarding loop detected">
    A forwarding loop occurs when a call entering Kallin is forwarded to a destination that then forwards the call back to the same Kallin number, creating an infinite loop.

    To fix this, review the forwarding destination for the affected routing rule under **Managing Numbers → Forwarding**. Confirm that the destination number — whether a mobile, landline, or another service — does **not** have its own call forwarding or divert set up that points back to your Kallin number.

    If you are chaining multiple Kallin numbers together, trace each hop in the chain to make sure there is no circular reference.
  </Accordion>

  <Accordion title="I can’t access my Kallin account">
    Check that you’re using the email address and sign-in method used when creating your account. Follow the password-reset option if available. If you still cannot sign in, contact support with your account email and the error message—never send your password.
  </Accordion>

  <Accordion title="I’m not receiving enquiry notifications">
    If notifications are enabled for your setup, check the intended recipient and delivery method. For email notifications, check spam folders and mailbox rules. Send our team the time of a test call and the address that should have received the notification.
  </Accordion>
</AccordionGroup>

***

## Need more help?

<CardGroup cols={2}>
  <Card title="Still need help?" icon="envelope" href="https://app.mintlify.com/kallin/kallin/~/f97ebe87-0b59-41b1-b77c-1c3fbb583d81">
    Contact the Kallin team for help with your number, call forwarding or getting set up.
  </Card>

  <Card title="Phone Numbers & Call Forwarding" icon="phone-circle" href="troubleshooting/contact-support">
    Keep your number and forward calls<br />to Kallin or your team.
  </Card>
</CardGroup>