Troubleshoot Missing Call Recordings
Troubleshooting3 min readUpdated 2026-03-12
Troubleshoot Missing Call Recordings
If you expected a call to be recorded but cannot find the recording, use this guide to identify the cause.
Available on: Plans with call recording enabled
Common causes
| Cause | How to identify | Fix |
|---|---|---|
| Recording not enabled | Recording toggle is off for the number or account | Enable recording in settings |
| Recording still processing | Call ended recently | Wait up to 5 minutes for processing |
| Storage limit reached | Account shows storage warning | Upgrade plan or delete old recordings |
| Compliance recording rules | Call was to/from a region with consent requirements | Verify consent announcement is enabled |
| Call was too short | Calls under 3 seconds may not generate recordings | No action needed — expected behavior |
| Agent paused recording | Agent used the pause/resume feature during call | Check partial recording in call log |
Step 1: Verify recording is enabled
- Go to Settings > Phone Numbers > select the number.
- Confirm Call Recording is toggled On.
- Check whether recording is set to All calls or Inbound only / Outbound only.
- Also check account-level settings at Settings > Account > Call Recording — account-level settings can override number-level settings.
Step 2: Wait for processing
Call recordings are not available instantly. After a call ends:
- Short calls (under 5 minutes): Recording available within 1-2 minutes
- Long calls (30+ minutes): Recording may take up to 5 minutes to process
- High-traffic periods: Processing may be slightly delayed across the platform
Check back in the Call Log after 5 minutes. The recording icon will appear once processing is complete.
Step 3: Check storage limits
Your JustCall plan includes a recording storage allowance. When storage is full:
- New recordings may not be saved
- You will see a storage warning banner in the dashboard
To free up space:
- Go to Settings > Account > Recording Storage.
- Download and archive old recordings.
- Delete recordings you no longer need.
- Consider upgrading your plan for additional storage.
Step 4: Review compliance recording rules
Some jurisdictions require all-party consent before recording. JustCall can be configured to:
- Play an automatic consent announcement at the start of calls
- Skip recording for calls to/from specific regions
If compliance rules are blocking recordings:
- Go to Settings > Compliance > Recording Consent.
- Review which regions or numbers have recording restrictions.
- Enable the consent announcement for required regions.
Calls where consent was not obtained (and the compliance setting is enforced) will not have recordings.
Step 5: Check the call log for details
- Go to Call Log and find the specific call.
- Look at the Recording column. Possible statuses:
- Play icon — recording available
- Processing — still being generated
- Not recorded — recording was not enabled for this call
- Paused — agent paused recording during the call (partial recording may exist)
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