# My call did not appear

> Work through the usual reasons a recorded or imported call is missing from the Active Hub.

Source: https://app.activelens.ai/help/call-not-showing-up

A call you expected is not in the Active Hub. Work down this list — the cause
is almost always one of these.

## 1. Give it a minute, then refresh

Calls do not appear instantly. The recording is uploaded, transcribed and
summarized, and a long call takes a few minutes. The list also caches for a
short while — press **Refresh** in the toolbar before concluding anything is
wrong.

## 2. Check the filters

This is the most common cause by far. The Active Hub remembers your filters
between visits, so a date range or a **People & teams** choice from last week
can be quietly hiding a new call.

Clear the search box, widen the date range, and set **People & teams** back to
everyone you can see. If the call reappears, that was it.

## 3. The recording was too short or silent

A recording that contains no real conversation is discarded rather than saved
as an empty call. If you started recording and stopped moments later, or the
microphone picked up nothing, there is deliberately nothing to find.

## 4. The wrong microphone or a denied permission

If the browser never asked for microphone permission, or asked and was denied,
nothing was captured. Check your browser's site settings for ActiveLens, allow
the microphone, and reload.

On a laptop with a headset plugged in, the operating system may have chosen a
different input than the one you were speaking into. Check your system's sound
settings.

## 5. It is somebody else's call

You only see calls you are allowed to see. A colleague's call is invisible to
you unless they shared it or an admin has widened your visibility. Ask them to
[share the call](/help/sharing-a-call).

## 6. For calls from a connected phone system

Calls arrive automatically only when everything below is true:

- **Sync new calls** is on for the workspace,
- your own per-person sync switch is on,
- your extension or number is matched to your ActiveLens account,
- the phone system actually recorded the call — if it was not recorded there,
  there is nothing to bring across,
- the call was long enough to be worth keeping,
- your plan has room for another call this month.

If the call is older than the point at which sync was turned on, it will not
arrive by itself. Use the **Import call history** option on the integration's
page to pull it in.

## 7. It says "Transcription failed"

The recording arrived but could not be turned into text. Usually the audio is
corrupt, silent, or in an unexpected format. Delete the call and record or
upload again. If it keeps happening with files from the same source, tell us
which source — that is the useful detail.

## 8. It is stuck on "Processing"

A call that has been processing for much longer than the recording's own length
is stuck. Refresh the page first. If it is still stuck after a while, contact
support with the call's title and roughly when it was recorded.

## 9. There are two of the same call

Duplicates can happen when a call is recorded by the desktop app _and_ imported
from a connected phone system. Delete the one you do not want — they are
independent, so removing one leaves the other untouched.

## Still missing?

Email <support@activelens.ai> with:

- when the call was, and roughly how long it ran,
- how it should have arrived (browser recording, desktop app, upload, or a
  connected phone system),
- what you see instead — nothing at all, a failed call, or a stuck one.

## Related

- [Record a call](/help/recording-a-call)
- [Connect an integration](/help/connecting-an-integration)
- [Work in the Active Hub](/help/active-hub)