Find your symptom below.
Dialling *33 and the code does nothing
*33 works only from a phone registered to your ReliaRing account — a desk phone, the browser softphone or a mobile handset on the account. From an outside line you need the bridge's assigned phone number instead.
Check you are dialling the full six digits of the join code with no space.
The extension does not work
Not every bridge has a conference extension — it is optional. The six-digit join code always works. Open the bridge in the portal to see it.
The call ends after I enter the PIN
You get three attempts. After the third the call ends. Check the PIN and dial again.
Also check which PIN you were given: the participant PIN and the moderator PIN are different, and only the moderator PIN gives you control of the room.
I am stuck on hold music and nobody else is there
The bridge has Wait for Moderator turned on. Everyone waits until someone dials in with the moderator PIN. If no moderator arrives within ten minutes you will be told the host did not join and the call will end.
The conference is full
The bridge has reached its participant limit. Somebody has to leave before anyone else can join. A moderator can raise the limit in the bridge settings for next time — it does not affect a call already in progress.
Everybody joined but nobody can be heard
The bridge has Mute on Entry turned on. Each person presses 0 to unmute, or a moderator unmutes them from the portal. Moderators are never muted on entry.
The moderator controls say "No one is currently in this conference"
The controls act on a live call, and nobody is dialled in. This is expected on an idle bridge — it is not a fault. It also means a bridge cannot be locked in advance; lock it once the right people are on.
People keep dropping off the call
The # key hangs up. It is easy to press by accident, particularly on a mobile keypad. Let attendees know that 0 is mute and # ends their call.
Someone joined as a participant and needs to be a moderator
They have to hang up and dial back in with the moderator PIN. There is no way to promote someone during a call.
A recording never appeared
Recordings are collected shortly after a call ends, so allow a few minutes. If one has still not appeared, contact support with the bridge name and the date and time of the call.
Recording will not start
Check Allow Recording is turned on for that bridge — if it is off, starting a recording is refused. Also check somebody is actually on the call; there is nothing to record on an idle bridge.