> ## Documentation Index
> Fetch the complete documentation index at: https://help.ringjenny.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Ring Jenny Troubleshooting: Fix the Most Common Issues

> Diagnose and fix the most common Ring Jenny problems — from unanswered calls and wrong information to missed notifications and failed transfers.

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.

<Accordion title="Ring Jenny isn't answering calls">
  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.

  <Steps>
    <Step title="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**.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
</Accordion>

<Accordion title="Ring Jenny is giving wrong information">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>

  <Tip>
    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.
  </Tip>
</Accordion>

<Accordion title="Calls are going to voicemail instead of Ring Jenny">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>

  <Warning>
    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.
  </Warning>
</Accordion>

<Accordion title="I'm not receiving notifications">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
</Accordion>

<Accordion title="Ring Jenny isn't booking appointments">
  Appointment booking requires a connected calendar and a qualifying plan. If Ring Jenny isn't offering to schedule appointments, check both.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
</Accordion>

<Accordion title="A legitimate caller was blocked as spam">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
</Accordion>

<Accordion title="Bilingual support isn't working">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>

  <Info>
    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.
  </Info>
</Accordion>

<Accordion title="A call transfer failed">
  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.

  <Steps>
    <Step title="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.
    </Step>

    <Step title="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.
    </Step>

    <Step title="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.
    </Step>
  </Steps>
</Accordion>

<Note>
  Don't see your issue here? Reach out to the Ring Jenny support team at [support@ringjenny.com](mailto:support@ringjenny.com) and include a description of the problem along with any relevant call details.
</Note>