Troubleshooting

Last Updated: 2026-05-02

If something isn't working the way you expect, scan this page for the symptom. Each entry lists the most likely causes and how to fix them. If nothing here matches, contact support and include the relevant call ID or agent ID.

Calls

The agent doesn't answer

  1. Open Numbers and confirm the number status is Active
  2. Confirm the number is assigned to an agent (unassigned numbers don't answer)
  3. Check that the agent is enabled (toggle on the agent detail page)
  4. If using a forwarded number, call your Mylla number directly — if that works, the issue is with your carrier's forwarding
  5. If using a SIP-linked number, verify your provider is routing to the Mylla SIP Hostname and that digest auth / allowed IPs still match

The call connects then drops immediately

  • SIP-linked numbers: codec mismatch. Mylla supports G.711 (PCMU / PCMA) and OPUS — check your provider's codec config
  • Forwarded numbers: carrier loop (your forwarding rule is pointing back to itself) — dial *73 or the equivalent cancel code and set up forwarding again

Callers hear long silence before the greeting

  • The agent is cold-starting. This happens after long idle periods; after the first call of the day, later calls pick up instantly
  • If it persists across every call, try another voice — some voices have longer warm-up latency

The wrong language is detected

  • The agent's primary language is set on the agent's Voice & Language tab. Multilingual agents fall back to the primary when unsure
  • For English-only markets, set the agent to English only — it'll be faster and more accurate than multilingual
  • Mid-conversation language switching is supported for most languages but may lag by one turn

The agent cuts the caller off / barges in

  • Callers with accents or slow cadence sometimes trigger early end-of-speech detection
  • Try a different voice — some voices pair better with certain accents
  • Add to the agent's instructions: "Let callers finish their sentence before responding, especially if they pause."

A call isn't logged in the dashboard

  • Calls typically appear within 30 seconds of ending
  • Check Calls → filter All (not a specific agent)
  • If still missing after 5 minutes, the call may have failed to connect — check your carrier logs

Requests

A request wasn't captured from a call

  • Open the call in Calls and read the transcript — did the caller give their name and phone number?
  • The agent creates follow-up work when the call includes something your team should act on
  • Review the agent's instructions: does it explicitly ask for name and number?
  • Add: "Always ask for the caller's name and phone number before ending the call."

Request or customer details are wrong

  • Open the request or customer and correct the fields manually
  • If the same field is wrong repeatedly, adjust the agent's Data Fields or instructions so it captures the info more clearly

Follow-up items aren't syncing to HubSpot / Asana / CRM

  1. Go to Integrations — confirm the integration shows a green Connected badge
  2. Click the integration and run Test — this sends a test event
  3. Check that the integration is assigned to the agent (on the agent's edit page)
  4. If the test fails, disconnect and reconnect — tokens sometimes expire

Numbers

Can't find a number to buy

  • Try a broader search (city instead of area code, or a nearby area code)
  • Some area codes are exhausted — Mylla only shows numbers that are actually available

Forwarding isn't taking effect

  • Forwarding feature codes (*72, **21*) must be dialed from the line you're forwarding, not another phone
  • Call your carrier to confirm forwarding is enabled on the account — some business lines require explicit activation

SIP import failed with "403 Forbidden"

  • Digest auth mismatch — re-enter the username / password in Mylla
  • Source IP not allowed — add your provider's IP ranges to Allowed Source IPs during import

Integrations

OAuth flow redirected but nothing happened

  • Pop-up blocker — try again with pop-ups allowed for app.mylla.ai
  • Third-party cookies blocked — enable them for the OAuth provider (Google, Microsoft, HubSpot)

Calendar integration isn't booking appointments

  • The agent needs the integration assigned on the agent's edit page — connecting is not enough
  • Verify the calendar has availability configured on the provider side (empty availability → no slots to offer)
  • Check the agent instructions mention booking, e.g. "If the caller wants an appointment, check my calendar and offer the next three open slots."

Dashboard

Changes aren't appearing

  • Hard-refresh the page (Cmd/Ctrl + Shift + R)
  • Log out and back in — your session role may have changed

Notifications aren't arriving

  • Email: check spam, and confirm the destination addresses on Settings → Notifications
  • Push: you need to grant browser permission the first time — visit Notifications and click Enable push
  • Verify your business's notification defaults haven't disabled the channel (admins set these)

Billing

I was charged more than expected

  • Open Billing → Usage and sort by day — overage almost always comes from a traffic spike
  • Included minutes reset monthly — if you paused a day in the middle of the month, overage could kick in earlier than usual
  • See Billing for tier details

Plan change didn't take effect

  • Downgrades take effect at the end of the current billing cycle, not immediately
  • Upgrades are immediate and prorated

Still stuck?

Contact support with:

  • Your business name
  • The agent name (if agent-related)
  • The phone number or call ID (if call-related)
  • A short description of what you expected vs. what happened
  • Approximate time of the issue (so we can find logs)
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