Troubleshooting

Check in this order:

• Is the account active? If a trial has ended without a subscription, answering is paused deliberately. Your billing page shows the real state.
• Is the assistant paused for that customer? You can turn it off per conversation, and it stays off until you turn it back on.
• Is the customer opted out? If they replied STOP, no automated messages go to that number. This is required, and it is not something we will override.
• Are you texting the right number? Test from a phone that is not the business’s own alert number.

This is the one to take seriously, because a wrong answer reaches a customer as a commitment. Open the conversation in your dashboard and read the full thread to see exactly what it said.

Then:

• If it invented a fact — a price, a service, a time — that fact was missing or ambiguous in your training. Add it explicitly in Training your AI and retest with the same question.
• If it misread the customer — took a question as a booking, or missed what they asked — that is a bug worth reporting. Send us the conversation.
• If it was correct and you did not like it — that is a tone or policy setting, not a defect. Adjust Replies & Tone, or write the rule as a fact.

If the voice add-on is on and calls are not being answered:

• Is the add-on active? It is a separate line item on your subscription.
• Is call forwarding still set? Carrier forwarding can be reset by a carrier change, a new SIM, or a device swap. Re-check by dialling the forwarding code again — see the quickstart.
• Is the call reaching your phone first? With conditional forwarding that is correct — you answer first, the AI catches what you miss. If you want the AI to answer everything, change the forwarding rule.

If a reminder, follow-up, or review request did not go out, first check whether it is still pending rather than lost. Work that is skipped because an account is not entitled stays queued and runs when it resumes — it is not discarded.

Delivery failures are surfaced to you rather than hidden. If messages are failing to deliver repeatedly, we would rather tell you than have you find out from a confused customer.

Open Settings → Account → Billing & Plan and check the itemised total. If the voice add-on is on the account it is listed separately, so a higher-than-expected figure is usually the add-on rather than an error.

If the number still does not match what you agreed to, contact us before your next billing date. Include the amount you expected and the amount you were charged.

Reach us at hello@prybar.ai or from your dashboard. Useful things to include:

• Your business name
• The customer’s number and roughly when it happened
• What you expected versus what happened

With those three things we can usually find the exact conversation and the exact decision the assistant made.

• Training your AI — Fix wrong answers at the source.
• Billing & plans — What costs what.
• Help center — Common questions answered.