Open any run from Line Verification → History and it shows a Failure Reason. Here is what each one means and where to look.
The line did not behave as required
These point at the monitored line, not at ReliaVerify.
| Reason | What happened | What to check |
|---|---|---|
| No Answer | Rang, nothing picked up | Is the handset connected? Has the line been disconnected or the inbound route changed? |
| Busy | The line was engaged | Genuine if the line is in use; persistent busy usually means a fault or an off-hook handset |
| Timeout | The call did not complete in time | Often a slow or failing route to the line |
| Voicemail | Voicemail answered instead of the line | The number has been forwarded, or the equipment stopped answering and the carrier rolled to voicemail |
| No DTMF Response | Answered, but the digits you require never arrived | Confirm the equipment still sends a tone, and that your required sequence matches what it sends |
| Invalid Number | The number could not be dialled | Re-check the number on the monitor |
| Network Error | The call could not be routed | Usually transient; if it repeats, contact support |
The check itself failed
System Error means the run stopped before or during the call for a reason that was not the line's fault. An occasional one alongside successful runs is not a concern. Several in a row, especially with no attempts recorded, is worth a support ticket — include the monitor name and the times.
If you are looking at older history, you may see a cluster of System Error results from a platform issue that has since been fixed. Results after that period are the ones to judge the line by.
The line is healthy but every run fails
Two causes account for almost all of these.
Your success rule is stricter than the line. A monitor set to require specific touch-tone digits fails every time if the equipment sends different digits — or none. Run the test manually, open the result, and look at DTMF Received to see what actually arrives. Then either match your required sequence to it or switch to Answer Only.
The monitor is set to check audio quality. Quality checking is not available yet, and a monitor configured to use it fails on every run regardless of the line's real state. Change the success criteria to Answer Only or a touch-tone rule. See Choosing what counts as a passing test.
Nothing is running at all
If no new results appear at all after the schedule should have fired:
- Check the test is enabled — a disabled test never runs.
- Check the schedule. A test with no frequency is manual-only and only runs when you press Run.
- Check your monthly allowance on the dashboard. Once it is spent, further runs need account balance on the Basic and Standard plans.
- Check the timezone and any business-hours window on the monitor — a window plus a timezone difference can push runs somewhere you did not expect.
If all of that looks right and results have simply stopped, contact support with the monitor name and the time you last saw a result.
Alerts are not arriving
Confirm the contact is listed on the monitor and that Notify on failure is on. Alerts are only sent when a run finishes, so retries delay them. Check the run in History — it records whether the notification was sent and to whom. If it says sent and nothing arrived, check spam filtering for mail from ReliaRing.