Troubleshooting common issues

My agent isn't answering calls

Most likely: forwarding isn't set up correctly. Check:

Dashboard → Forwarding — is the status "Confirmed"?
Test it: have someone call your business number from a phone you don't own.
Did the call appear in your dashboard within ~30 seconds?

If not, re-dial the forwarding code on your business phone. Carriers sometimes drop forwarding silently after maintenance, plan changes, or 90+ days of no calls.

My agent answered but didn't sound right

Wrong greeting? Update under Dashboard → Agent → Identity → Greeting
Voice sounds off? Try a different voice and adjust the warmth/speed sliders. Click Preview on any voice to test before saving.
Says wrong info about your business? Check the Business tab — likely a stale field that was scraped or auto-generated. Edit and save.

I'm not getting email notifications

Check spam — first notifications often land there. Mark Vallo as "not spam" to fix permanently.
Verify the email on your account at Dashboard → Settings. If it's wrong, update it.
Check Dashboard → Account and confirm "Email me after every call" is toggled on.

I'm not getting text (SMS) notifications

Open Dashboard → Account and confirm "Text me when calls come in" is toggled on. SMS is off by default — you have to opt in.
Check the phone number on the SMS row. If it's wrong, click Change and re-verify with the 6-digit code we'll text.
If you replied STOP to a Vallo text at any point, your carrier will block all future Vallo texts to that number until you reply START. Send START to the Vallo SMS sender, then toggle the setting off and back on.
If toggling on shows "SMS verification is unavailable right now," that's a Vallo-side issue with our SMS provider — email support and we'll fix it.

A real call got marked as spam

You can fix this. Open the call → change Classification from Spam to Real. The call will count toward your billing again.

My trial ended but I didn't get charged

You won't be charged unless you've added a payment method. If you didn't add one, your subscription is now in "past due" status. Vallo is still answering calls for a short grace period, but you should add a card under Dashboard → Billing to avoid interruption.

I want to pause Vallo for a vacation

Don't cancel — just pause forwarding from your phone. See "Pausing or removing forwarding."

Still stuck?

Email support@govallo.ai with:

Your Vallo phone number
A brief description of the issue
The time of any specific call you're asking about

We typically respond within a few hours during business days.