When clicking a call recording link inside your CRM, you may encounter an error message indicating that the recording cannot be played or that you are not allowed to access the file. This happens when Aircall cannot verify your access rights.

This article explains why the error occurs and how to resolve it.

Why this error happens

For security reasons, you must be logged in to the Aircall Workspace to access call recordings. The error appears when your security token has expired or when the browser cannot confirm that you are authenticated with Aircall.

Initial troubleshooting steps

Try these steps first:

Steps:

  1. Clear your cache and cookies in Google Chrome. See our article Google Chrome: Clearing Cache & Cookies for more information.
  2. Refresh your browser.

If the issue continues, complete the steps below:

Ensure you are logged in to the Aircall Web Application

To validate your access rights, you need to be logged in to the Aircall Workspace.

Steps:

  1. Go to app.aircall.io 
  2. Log in using your Aircall credentials.
  3. Close the web application without logging out.
  4. Refresh your CRM page.

After completing these steps, click the recording link again and the recording should play correctly.

Important: Make sure that call recording is activated on the phone numbers in question before reporting an issue to Aircall Support. Please see our article Activating call recording in Aircall
for more information.