---
title: Troubleshoot calls and text messages in Infinity3
description: "Use these checks when a text fails, a call doesn’t connect or incoming calls reach the wrong destination. #### Before you start Note the affected contact, the business number used, the time of the attempt and any visible error. Check…"
url: "https://www.infinity3.co.uk/help/troubleshoot-calls-and-text-messages-in-infinity3/"
updated: "2026-10-08"
category: "Infinity3 Platform / Phone & SMS"
---

# Troubleshoot calls and text messages in Infinity3

Use these checks when a text fails, a call doesn’t connect or incoming calls reach the wrong destination.

#### Before you start

Note the affected contact, the business number used, the time of the attempt and any visible error. Check whether one customer or several customers are affected.

#### Check a failed text

1. Open the customer’s conversation and inspect the message status or error.
2. Check the recipient’s phone number and country code.
3. Confirm that the sending number supports SMS and the destination is supported.
4. Check the contact’s SMS preferences and do-not-disturb settings. Do not override an opt-out to resend.
5. Ask an administrator to check service status, required number approvals and any billing or balance issue.

Avoid repeatedly resending the same message while investigating.

#### Check an outgoing call

Open the dialler and confirm the **Calling From** number. Check browser microphone permission and the selected microphone and speaker.

If audio is missing, confirm your headset is connected and try the dialler’s audio tests. A different supported browser or connection can help identify a local device problem.

#### Check an incoming call

Ask an administrator to review the number’s incoming call routing, assigned users, forwarding destination and timeout.

Test from an external phone. Make sure forwarding does not create a loop between two numbers.

#### Contact Infinity3

Share the affected numbers, attempt time, message or call status, and the checks you completed. Include a screenshot of the error where useful.

Do not send passwords or verification codes.