Contact Us
Log inStart Free Trial

API reference / Outreach

Bring your own carrier: Common problems

Common problems

  • Connect failed with confirm-leave-retail-required. The account isn't on a BYOC plan. Read the plan change, then send confirm_leave_retail: true.
  • Connect failed with invalid-credentials. The carrier rejected them. Check the keys against the table and try again.
  • Connect failed with signalwire-missing-scopes. The SignalWire API token is missing scopes the connection needs. details.missing_scopes lists them, for example ["Voice", "Messaging"]. Edit the token on the API page of your SignalWire Space, turn them on, and send the request again.
  • Connect failed with infobip-missing-scopes. The Infobip API key is missing scopes the connection needs, listed in details.missing_scopes. Add them to the key in the Infobip portal and send the request again.
  • Adding numbers failed with infobip_voice_provisioning. Infobip voice is still being set up. Try again once voice_status is ready.
  • Connect failed with tech-prefix-conflict. Another connection of the same carrier already uses that prefix, or would be indistinguishable from this one. Send a different tech_prefix. See Tech prefixes.
  • Connect failed with plan-switch-failed. The carrier was saved but the plan change didn't finish. Send the same request again.
  • People call back and nothing answers. The trunk isn't pointed at us, or the number isn't on a phone line. Do both under Receive calls on your own numbers.
  • Loading numbers failed with byoc_required. The account isn't on a BYOC plan. Connect a carrier first.
  • Loading numbers failed with pool_required. No carrier is connected yet. Connect one, then load the numbers.
  • Some numbers show in conflicts. Another account holds them. They weren't loaded.
  • The send failed with 3014. audio_url isn't enabled on this account. Contact support to enable it, or send a media_id or text to speech.
  • The send failed with 3040. The account is in testing mode and the number isn't one of your test numbers. Add it under test numbers on the Dialing rules page, or finish connecting your carrier. See Test on retail, then go live on BYOC.
  • The send failed with 3017 or 3018. sti_orig_id isn't a UUID, or sti_attestation isn't A, B or C.

For more symptoms and fixes, see Troubleshooting. Every code is in Outcomes.