LineHelp

Calls do not ring

Line rings a person only when the call workflow of the number has a Ring Members/Groups step that includes them, and their status is Available. Do the checks below in order.

1. Check your status

  1. Look at the status menu in the header bar.
  2. If it shows Busy, Away or Offline, select Available.

Line does not ring a person who is Busy, Away or Offline. If nobody is Available, the call skips the ring at once. In the default workflow, the caller then gets a missed-call text and voicemail.

If you use active hours in the Line mobile app, Line sets you to Away outside those hours. See Set your availability and active hours.

2. Check the browser

  • Keep Line open in a browser tab, and stay signed in. The browser rings only while the tab is open.
  • If a bar says "Your browser is blocking call sounds", select Turn on sound.
  • To test the sound, open /settings?tab=calling and select Play test ring.
  • Check that the tab and your computer are not muted.

3. Check the call workflow

  1. Open Channels.
  2. Select Calls.
  3. Look at Handled by for the number. This is the workflow that answers its calls.
  4. Open the workflow in Workflows.

Check these points:

  • The workflow is published and enabled.
  • The Ring Members/Groups step includes you. If the step names team members, you must be one of them. If it names nobody, it rings every Available team member.
  • In the step, Ring devices for you is not Mobile only. With Mobile only, Line does not ring you in the browser.
  • A Time Rule step does not send the call to the Outside hours branch. Check the hours and the Timezone in Settings › Hours. See Handle calls outside business hours.
  • A Forward Calls step uses a verified number. If it does not, the call goes to voicemail. See Forward calls to a mobile or another phone.

4. Check your credits

Incoming calls use credits. If your workspace has no credits, Line declines the call. The caller hears a busy tone. The call shows in Inbox › Calls.

Top up in Settings › Billing & Usage. See How credits and the credit wallet work.

5. Check a diverted number

If callers dial your existing number and it diverts to Line, call your Line number directly.

Still not ringing

Email support@useline.io. Give the number that you called, the time of the call, and the number that the call came from.