Source: https://kandrex.com/guides/browser-calling-troubleshooting

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# Troubleshoot browser calls and recording in Kandrex

 Check account eligibility, browser audio and call completion separately. A failed recording request is not the same as a failed voice call, and silence does not establish that a connection has ended.

 By the Kandrex team · Published October 12, 2026

## Start with the account that made the call

 Confirm which account is signed in before checking balances. Different users can have different voice, AI and recording allowances. An administrator viewing another customer’s call should check that customer’s allowance rather than the administrator’s own balance. Record the call time and destination so support can match the browser event to the correct call history.

 Check package expiry and any account restriction before trying repeated outbound calls. If another call is still active, resolve it first. Repeated clicks or test attempts can create additional requests and make the original problem harder to identify. Do not include passwords, authentication codes or full payment information in a support report.

## Recording says Payment Required or cannot start

 In Kandrex, a recording-start response with HTTP status 402 means the calling account did not have enough recording minutes for that request. Ordinary voice minutes do not pay for recording. Check the recording allowance on that account and contact the team about adding recording minutes when needed. Changing the browser or retrying the same call does not bypass the allowance requirement.

 The recording action sends a POST request from the dialer. Opening the recording API URL directly in a browser sends GET instead and can produce Cannot GET. That message does not prove the recording action is broken; use the dialer button and its returned explanation. A separate recording-already-started or active-recording response should be investigated as a recording-state issue, not treated as an instruction to buy more minutes.

## Connected to voicemail is still an answered connection

 A destination’s voicemail can answer without a person speaking. A Connected status therefore does not prove that your customer participated in a live conversation. Check the call duration, destination and completed call record alongside what you heard. Your applicable quote determines billing increments and charges; a short conversation or silence is not evidence that usage must be zero.

 Keep voice completion separate from recording completion. Recording may be unavailable while ordinary calling remains active. A rejected recording request does not hang up the voice call. End that call using the normal hangup control before starting a new test.

## You cannot hear the caller or they cannot hear you

 Check that the browser has microphone permission for the app and that the operating system allows access. Confirm the selected microphone and speaker, especially after connecting a headset or changing devices. Check whether the call is muted, whether your output volume is audible and whether another application is using the audio device.

 Use a short test to a number you control, with another person available to confirm both directions. Test incoming and outgoing calls separately. If the issue persists, report the browser version, approximate time, connection type and whether one direction or both directions failed. Avoid diagnosing a network issue solely from a slow click-handler warning in the browser console.

## End the call and verify remaining connections

 Use Hang up when the conversation ends. If the app reports that hangup could not be verified, contact an authorized administrator. The private Active Calls page shows reachable provider connections and allows admins to end related call legs. A provider marked Unknown must not be treated as confirmation that no calls exist.

 The admin Kill all control also stops new Kandrex calling until an administrator resumes it. It is an emergency operational control, not an ordinary way to stop recording. Revoking a provider API key is not a reliable hangup procedure and can prevent the system from issuing carrier commands. Preserve the call time and identifier when asking support to investigate a connection that appears stuck.

## What to send to support

 Provide the signed-in account email, the call time with timezone, destination number, call identifier if available and the exact message shown by the dialer. Explain whether the issue concerns incoming calling, outbound calling, recording, audio or hangup. Say whether the destination answered with voicemail and whether you already ended the call.

 A useful report distinguishes what you observed from what you suspect. For example, Recording returned 402 while the call continued is more actionable than Everything is broken. Authorized administrators can compare the request with account allowances, call records and provider state without guessing from a screenshot of a generic browser warning.

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