This article helps you identify and resolve the most common reasons you cannot access your Aircall account: login and password issues, an account stuck on pending validation, and being logged in but unable to make or receive calls. Follow the section that matches your situation.

I cannot log in

For specific and detailed information about access and authentication, please see our articles under Access & Authentication.

My password is not working or I have forgotten it

You can reset your password directly from the Aircall login page without contacting Support.

Steps:

  1. Open Aircall Workspace.
  2. Click Forgot password on the login page.
  3. Enter the email address associated with your account and click Continue.
  4. Follow the link in the reset email to create a new password.

For full details, including password requirements and how to fix a reset link that redirects to the login page rather than the reset form, please see Changing or resetting your password.

Note: If you do not receive the reset email, check your spam folder and confirm you are using the email address your Aircall account was created with.

My company uses Google Sign-in or SSO

If your company has enabled Google Sign-in or SAML SSO, password login will not work. You must sign in through Google or your identity provider instead.

If you are unsure which authentication method your company uses, contact your Aircall Administrator before attempting to reset your password.

For more information about SAML, please check our articles under SAML section (Security Assertion Markup Language). For details about Google Sign-in, see Aircall and Google sign-in.

I have a brand new account and cannot log in at all

If your account was recently created and you have never successfully logged in, it is likely pending validation.

My account is stuck on pending validation

A pending validation status means your account was created by an admin but the invitation email has not been accepted, or the invitation link expired before you could use it.

What you need to do

Check your inbox for an invitation email from Aircall and follow the link to verify your account and set your password. If you cannot find the email, check your spam folder, then ask your admin to resend the invitation.

What your admin needs to do

Go to Aircall Dashboard > Users & Teams > All users, find the user showing Pending validation, click their profile, and select Resend invitation from the upper right corner.

For detailed admin steps, please see Resending user invitations. For more information about Aircall emails, see our articles under User login and Aircall emails.

Note: If the Resend invitation option is not visible on the user's profile, the account has already been confirmed. In this case, the user needs to reset their password rather than accept a new invitation.
Important: Users with a pending validation status cannot receive MFA verification codes. If your company is preparing for an MFA rollout, resolve all pending validations beforehand to prevent users from being locked out.

I am logged in but have no lines or cannot make calls

If you can sign in successfully but see "No lines available" or "You don't have a number associated to your account yet," your user account has not been assigned to a phone number. You cannot make or receive calls until an admin assigns you to at least one number.

What you need to do

Contact your Aircall Administrator and ask them to assign you to a phone number.

What your admin needs to do

Go to Aircall Dashboard > Numbers, select the relevant number, open the Teams & Users tab, and add the user or their team. The user should refresh their app once the assignment is complete.

For the full admin steps, please see You don't have a number associated to your account yet.

Still unable to access your account?

If none of the above sections match your situation, or if you have followed the steps and the issue persists, contact Aircall Support with the following information:

  • The email address associated with the account.
  • A description of what you see when attempting to log in, including any error messages.
  • Whether the issue affects one user or multiple users on the account.
Note: If you cannot log in and therefore cannot access the Support Portal, ask an Owner, Administrator, or Supervisor with an active Aircall account to submit a request on your behalf. Alternatively, use the unauthenticated request form to get help with login issues only.