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If something isn’t working as expected, the fix is usually quick. Use the expandable sections below to find your issue and follow the steps to resolve it.
When Ring Jenny stops answering, one of three things is usually the cause: call forwarding is off, you’ve used up your plan’s minutes, or your account is on hold.
1

Confirm call forwarding is active

Call your own business number from a different phone. If it rings normally instead of connecting to Ring Jenny, call forwarding is not active. Re-enable forwarding on your phone using the number shown in Dashboard > Setup > Forwarding Number.
2

Check your remaining minutes

Go to Dashboard > Billing and look at your current usage. If your minutes are at or near zero, Ring Jenny will stop answering until you upgrade or your plan resets.
3

Verify your plan status

In Dashboard > Billing, confirm your subscription is active and your payment method is up to date. A failed payment can pause your service.
Ring Jenny learns from the sources you provide — your website, Google Business Profile, and any FAQs you’ve added. If she’s saying something incorrect, the source data needs to be updated or corrected.
1

Retrain Ring Jenny

Go to Dashboard > Training and trigger a fresh training run. This pulls the latest content from your connected sources and updates Ring Jenny’s knowledge.
2

Update the source content

If the wrong answer came from your website or Google Business Profile, correct the information there first, then retrain. Ring Jenny will reflect the updated content after retraining completes.
3

Add or correct FAQs

For specific questions Ring Jenny keeps getting wrong, go to Dashboard > Training > FAQs and add a custom FAQ with the exact answer you want her to give. Custom FAQs take priority over other sources.
After adding a new FAQ, call your business number and ask Ring Jenny that question to confirm she’s giving the correct answer before your customers do.
If callers are reaching your voicemail instead of Ring Jenny, your voicemail is likely intercepting the call before Ring Jenny has a chance to answer. This is one of the most common setup issues.
1

Check your conditional forwarding settings

Conditional forwarding (e.g., “forward when unanswered”) only activates after a set number of rings. If your voicemail picks up first, Ring Jenny never receives the call. Check your phone’s call forwarding settings and confirm it’s set to forward to Ring Jenny’s number.
2

Confirm the forwarding destination

Make sure the number your phone forwards to exactly matches the Ring Jenny forwarding number in Dashboard > Setup > Forwarding Number. A single transposed digit will send calls to the wrong place.
3

Reduce your voicemail ring count or disable it

Set your voicemail to trigger after more rings than your forwarding delay — or disable carrier voicemail entirely. With Ring Jenny answering, you don’t need a separate voicemail. Contact your carrier to disable carrier voicemail if needed.
If you’re using conditional forwarding (“forward when unanswered”), set it to trigger after 2–3 rings maximum. Voicemail set to pick up after 4–5 rings will race Ring Jenny to the call — and often win.
Ring Jenny sends notifications by email and SMS whenever a call ends. If you’re not seeing them, the issue is usually a spam filter, an incorrect phone number, or notification hours settings.
1

Check your spam or junk folder

Email notifications from Ring Jenny sometimes land in spam. Check your junk folder and mark the sender as safe to ensure future notifications reach your inbox.
2

Verify your SMS number

Go to Dashboard > Settings > Notifications and confirm the phone number listed is correct. If it’s wrong or missing, update it and save.
3

Review your notification hours

In Dashboard > Settings > Notifications, check whether you’ve set a notification schedule. If notifications are limited to certain hours, you won’t receive alerts for calls outside that window.
Appointment booking requires a connected calendar and a qualifying plan. If Ring Jenny isn’t offering to schedule appointments, check both.
1

Confirm your plan includes booking

Appointment booking is available on the Scale and Growth plans only. Go to Dashboard > Billing to check your current plan. Upgrade if needed.
2

Connect your Lunacal calendar

Go to Dashboard > Integrations and confirm your Lunacal AI Scheduling calendar is connected. If it’s disconnected or was never set up, Ring Jenny won’t be able to offer booking. Follow the on-screen prompts to reconnect.
Ring Jenny’s spam filtering occasionally flags real callers, especially those calling from toll-free or 800 numbers. You can unblock them in two ways.
1

Add the number to your allowlist

Go to Dashboard > Settings > Spam Filtering and add the caller’s phone number to your allowlist. Ring Jenny will always answer calls from allowlisted numbers.
2

Disable toll-free number blocking

If the caller is reaching you from an 800 or other toll-free number, the toll-free block may be the cause. In Dashboard > Settings > Spam Filtering, toggle off Block toll-free numbers to allow these calls through.
Ring Jenny automatically detects Spanish and switches languages without any configuration. If a Spanish-speaking caller isn’t being understood correctly, the detection may have been thrown off by the start of the call.
1

Ask the caller to speak Spanish from the very beginning

Ring Jenny detects language within the first few words of a call. If a caller starts in English and switches to Spanish mid-sentence, detection may not trigger. Ask them to begin the call in Spanish.
2

Confirm bilingual is enabled on your plan

Go to Dashboard > Settings and verify that bilingual support is enabled for your account. If you don’t see this option, contact support to confirm it’s included in your plan.
Bilingual detection is fully automatic — there’s no button callers need to press. Ring Jenny switches languages seamlessly as long as Spanish is spoken from the start of the call.
If Ring Jenny attempted to transfer a call to a team member and it didn’t go through, the issue is usually an incorrect number, the team member’s phone being unavailable, or the transfer feature not being enabled.
1

Verify the team member's phone number

Go to Dashboard > Settings > Call Transfers and confirm the number on file is correct, including the country code if applicable. Correct any errors and save.
2

Check if their phone was available

If the team member’s phone was off, on Do Not Disturb, or already on another call, the transfer will fail. Ring Jenny will take a message instead. Ask the team member to check their phone’s availability settings.
3

Confirm transfer is enabled on your plan

Live call transfer is available on the Scale and Growth plans. Go to Dashboard > Billing to verify your plan includes this feature.
Don’t see your issue here? Reach out to the Ring Jenny support team at support@ringjenny.com and include a description of the problem along with any relevant call details.