Troubleshooting

Pick the symptom that matches what you’re seeing. If you manage multiple clients, double-check that you have the right business and tracking source open before changing any settings.

The website number is not changing

1. Open your live, published website (not a staging preview) and check that it has the right business’s tracking script installed.
2. On the business’s Tracking page, check the Tracking code card, make sure website tracking is active with a verified forwarding number, and check Billing to confirm your balance is above $0.
3. Check whether a cookie banner or browser ad blocker is blocking the tracking script.
4. If the script is loading properly but NMC shows a pool warning, see the website number pool. Otherwise, walk through the website installation guide to run a fresh test.

The area code you want has no numbers

NMC looks for new tracking numbers near your website phone number, Google Business Profile number, the tracking number being replaced, or your forwarding number. Popular area codes (such as downtown Toronto) occasionally run out of available numbers.

To pick a different area code, choose Change on the Numbers step when adding a single number, or on the quote before starting website tracking. You can pick a nearby area code, another area code in your state or province, or search for any available code. If nothing near your phone number has enough numbers for a website pool, the quote prompts you to choose an area code first.

If Start tracking stops because an area code ran out mid-checkout, nothing is deducted from your balance; update the area code on the quote and choose Start tracking again. See where new numbers come from.

A form is missing

Installing the website tracking script doesn’t automatically track every form on your site. Open Website forms on the Tracking page to check whether that specific form is listed, whether it is enabled, or whether it is still sitting as a form draft.

Run Test my form, confirm NMC captured the expected contact fields, and enable the form. Keep in mind that submissions sent while NMC test mode is open verify your setup and don’t create live leads in the inbox. If your form runs inside an embedded iframe that the browser script can’t read, ask your developer to send submissions through the server form submission API.

A call or text did not create a new lead

Search for the caller’s phone number or email in Contacts and check your recent open leads. When the same person reaches out again within your Lead grouping window, NMC adds the new call or text as a follow-up activity on their existing lead rather than creating a duplicate lead. If you still don’t see it, clear any active inbox filters and check closed leads (Archived and Not a lead).

Callers hear a busy signal

Open Billing to check your plan and balance, and check the tracking number’s status on Tracking:

• If every page except Billing and Usage says Plan isn’t running, start your plan again on Billing first.
• Forwarding new calls requires a balance above $0. When your balance hits $0 or drops below $0, tracking pauses automatically. Follow Paused tracking to add funds and resume tracking, then place a test call from a separate phone.
• If your plan is active and your balance is above $0, call your forwarding number directly to make sure your business phone line is answering calls. If your line works normally, contact support with the tracking number and call time.

There is no recording or transcript

First, check that call recording was turned on for that tracking source when the call happened. For a call that just ended, wait a minute and refresh, since recordings and transcripts take a moment to process. Unanswered calls and very brief calls may also have no usable audio. Open the call’s activity page to see its exact recording status.

Google Ads has no conversion

Open the lead in NMC and check its Google Ads conversions section:

1. Confirm Google Ads was already connected and the Google Ads account was selected before the lead arrived.
2. Check the status shown next to each stage’s conversion.
3. Review Upload rules (such as minimum call length when call recording is off) and what Google Ads receives.

Note that NMC waits 24 hours after a lead reaches Qualified or Converted before uploading calls from ads (and iPhone gbraid/wbraid clicks), and holds back those conversions while AI review suggests closing the lead as Not a lead and nobody has reviewed it yet. Once uploaded, Google Ads can also take a few hours to show the conversion in campaign reports.

A Google connection needs attention

Open the integration named in the problem banner and read what changed. When prompted, choose Reconnect and sign in with the Google user who has access to that Google Ads account, Google Business Profile, Google Analytics property, or Google Contacts account. See Connecting Google Ads.

Conversions are counted in a manager account

NMC supports Google Ads accounts whose conversions are managed by a Google Ads manager account (MCC) without altering your manager account’s existing setup. NMC creates its conversion actions inside the manager account as Secondary and leaves bidding settings there up to you: set the stage you want to bid on to Primary in the manager account. See if a manager account counts your conversions.

Because those conversion actions live in the manager account, NMC needs access to the manager account to upload conversions. If it loses access, Overview and Integrations → Google Ads display Google Ads manager account can’t be reached, and new conversions wait in NMC until access returns. Open Integrations → Google Ads, choose Reconnect, and sign in with a Google user who has access to the manager account (not just the individual client ad account).

Google Business Profile still shows the tracking number

Disconnecting your Google account in NMC does not put your original phone number back on Google.

• If Google Business Profile tracking is still active in NMC, reconnect your Google account first and follow remove tracking before disconnecting so NMC puts your original phone number back automatically.
• If you already removed tracking in NMC, edit your phone number directly inside Google Business Profile right away, before the tracking number finishes releasing.

Visits from a Google Business Profile are credited to your website

Check whether your Google Business Profile’s website link still has NMC’s tracking parameter. When NMC’s daily check sees that the parameter was removed or overwritten, it shows Google Business Profile website changed. Open Integrations → Google Business Profile, choose Check Google Business Profile, and then choose Publish changes to put the tag back. See visits from your Google Business Profile.

Keep in mind that if the same person clicked one of your Google ads earlier within your conversion window and later visited through your Google Business Profile, NMC credits the lead to Google Ads while still showing the Google Business Profile visit in the lead’s journey. See where a lead came from.

An email or client invitation is missing

Double-check the recipient’s email address, ask them to check their spam or junk folder, and verify both their personal Email alerts switches and the business’s notification recipients. On an agency account, invited clients won’t receive lead or missed call alert emails until they accept their invitation. You can send a fresh link anytime with Resend invitation on Settings → Client access.

An API request or webhook isn’t working

• API requests: Check the HTTP status code, the JSON code, and the X-Request-ID header against Limits and errors.
• Webhooks: Confirm your webhook endpoint URL is reachable over public HTTPS, check your signature verification logic, and inspect recent delivery attempts on Settings → Webhooks using the webhooks guide.

Never include raw API keys or webhook signing secrets when emailing support. If none of the checks above explain what’s happening, contact support with the business name, affected item, timestamp with timezone, and exact message shown.