---
title: "Why can’t I play a call recording?"
slug: "why-cant-i-play-a-call-recording"
description: "There are a few reasons why a call recording seems available but can't be played or listened to. See them here."
updated: 2026-03-06T07:58:24Z
published: 2026-03-06T07:58:24Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Why can’t I play a call recording?

There are a few reasons why a call recording seems available but can't be played or listened to.

1. The call itself was not recorded.
2. The call recording failed to be rendered in Gladly.
3. The call was ended immediately after the call was answered but before the recording could begin.
4. No one answered on an outbound call.

The most common scenario is **#4**, where no one answered an outbound call.

If you continue to find calls are not being recorded when they should be, contact Gladly Support.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.