Troubleshooting
What to check when pop-ups, call logging, the Call button, recordings or texts don't work.
Updated October 15, 2026
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Tip
First check the license: without an active license, sending texts, the Call button, the browser phone and the pop-ups are off (incoming calls and texts are still saved).
Nothing pops up and no Calls list
- Your User needs a SIP Username (Twilio) or a 3CX Extension (3CX).
- With 3CX, the ringing pop-up needs the 3CX API client with your extension under Call Control (Connect 3CX).
Twilio
In the Twilio console, open Monitor → Logs → Errors:
- A 403 from the CRM means the request wasn't accepted: Bad Twilio signature (the Auth Token in EspoCRM or the
address in Twilio doesn't match; use the exact
https://addresses from Connect Twilio) or Twilio integration is not enabled. - The softphone shows 403 Forbidden: turn on SIP Registration on the Twilio SIP domain.
- Calls go straight to voicemail on a mobile phone: the softphone app was asleep; use one with push notifications.
3CX
- TEST in 3CX says "not found": open Administration → S+M EspoCRM VOIP → 3CX Lookup Test. It shows whether 3CX is enabled, how the number was read, which record matches, and 3CX's last requests with their results (refused: 3CX not enabled in EspoCRM, no secret sent, wrong secret).
- Bad 3CX secret: download the template again and upload it in 3CX.
- No recordings: the 3CX API client is missing or its role isn't Owner; use Test the 3CX API on the Lookup Test page.
The Call button
| Message | What to do |
|---|---|
| Your user has no valid SIP Username. | An administrator sets it on your User. |
| The Call button is not set up | Fill in SIP domain and Caller ID in the Twilio settings. |
| That number is not on this record. | Use a number saved on the record. |
| Twilio could not place the call: … | Check Twilio's error log. |
Texts
| Message | What to do |
|---|---|
| Texting is not set up | Connect Twilio and add a Twilio Number. |
| You may not send texts from this number | An administrator adds you to the number under Twilio Numbers. |
| This number replied STOP | They opted out; they must text START first. |
| Text is too long (max 1600 characters). | Shorten it. |
| Picture is too large (max 5 MB). / Only JPEG, PNG or GIF pictures can be texted. | Use a smaller JPEG, PNG or GIF. |
Texts that couldn't be sent or pictures that couldn't be copied are also noted in EspoCRM's log, starting with "S+M EspoCRM VOIP:".
Recordings
No recording. or Recording not available.: the call wasn't recorded, or Twilio or 3CX no longer keeps it.