PIN Not Accepted?

NOTE: If a caller can see the call-in information above but are unable to log in check the troubleshooting below.  If the caller is unable to reach the page with the call-in information screen above, refer to the "Caller can't log in" troubleshooting guide.


Issues with entering the PIN for the call-in number are usually one of the following issues:

  1. Waiting too long to call in
  2. Not calling in or entering the pin on the wrong device
  3. Entering the pin too quickly
  4. Not using a true cell connection (i.e. calling over wifi or other VOIP calling)
  5. PIN Showing using 'Call using computer' option
  6. Unknown Error


Waiting too long to call in


Problem

Caller will finish entering their pin and will hear a "Goodbye" prompt before it hangs up. Dialer screen may go back to the login screen. Caller will receive the same message if they try to sign in with that username on any other device or location.


Cause

Caller took more than 120 seconds to call in after clicking the sign-in button on the previous screen. Some callers may click sign in and then take a few minutes to get their headsets on or grab a drink before calling into the system. Most callers do not realize how fast 2 minutes go by so it is important to not depend on callers to realize they are hitting the 2-minute limit.


Solution

Review your in-person and online training materials to be sure you are encouraging people to do all their preparation before logging in and to not press sign-in for the dialer until they are ready to make calls. If someone is already locked out, have them wait 10 minutes for the timeout to be cleared or have the caller get a new username using a different email address in the login tool. 


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Not calling in or entering the pin on the wrong device


Problem

Caller will be very confused about where to enter the pin or will be very confident they are entering the numbers at the right time and the right speed but are still unable to get to live calls. Caller will not hear any prompts if not calling in or will hear repeated prompts to enter the pin if they are trying to enter it on the wrong device.


Cause

Caller is more than likely confused about the need for a second device to call into the system.  Either they are trying to use the system on their smartphone only and so will be unable to see the pin and enter it in their phone, or they are using their laptop/computer/tablet only and are entering the PINs into their keyboard without calling into the system.


Solution

Confirm the caller is calling into the dialer system using a landline or a cell phone and is trying to enter the pin on that device and not on their laptop/computer/tablet. Review your training materials to be sure your callers understand the call-in process.  Check out the How to Make Calls video for a step-by-step breakdown.


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Entering the pin too quickly


Problem

Callers will hear an error message that their pin was not accepted or was not correct, usually after waiting a few seconds while the system is waiting for the rest of the PIN.


Cause

The initial window of time for successfully entering the PIN is brief and does not open directly at the start of the call.  If the caller started entering the pin too early, the system may not have picked up the first one or two digits. This is usually an issue with more experienced callers who have used the system a few times and are used to entering the pin.


Solution

After the initial error, wait for the prompt to re-enter the pin and don't start entering the PIN until after the prompt has finished. 


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Not using a true cell connection (i.e. calling over wifi or other VOIP calling)


Problem


Callers will hear repeated prompts to enter the pin despite entering numbers on their keypad and will eventually get hung up on by the system for not entering the pin.


Cause

In all instances, "Wifi Calling" as a version of VOIP calling is not recommended for dialer usage as it is unreliable for our purposes, but in some cases, the features do not send the keypad tones in a way that the dialer system can identify and record. We have not yet identified a solution for making wifi calling more reliable for dialer usage. 


Solution

Turn off wifi or VOIP calling and try to call into the system again using a direct cell phone connection.

For wifi calling, this option is a setting in the phone's operating system, but the exact location varies greatly from device to device.  For best results, if one is struggling to find and disable this setting, search the web for support on the specific device experiencing the trouble.


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PIN Showing using 'Call using computer' option


Problem

The Call-in instructions popup with the call-in number and a PIN still appears after switching to computer audio.


Cause

Unknown. Likely a browser cookie issue that is still reading as 'call in'.


Solution

Clearing the caller's browser data and signing back in with a new browser session will normally fix the problem. 


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Unknown Error


Problem

Despite calling using a true cell connection, entering the pin on the right device, and entering the pin at the right time, callers will hear repeated prompts to enter the pin and will eventually get hung up on by the system for not entering the pin.


Cause

Unknown.  Very rarely a certain phone operating system version, carrier, type, and connection will all combine to make the device unusable on our dialer system. This is a very rare instance (1 in thousands of users) and callers should check the troubleshooting above before assuming this is the issue.  We are collecting more data but are unsure of the causes as it is so rare and random.


Solution

Use a different phone to call in and try again. A new device will usually work with the same username but depending on the time to troubleshoot to this point, you may need to also get a new username.  See Waiting too long to call in above.  


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