Vonage API Support
Knowledge base
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Tools
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Account
Subaccounts API
About Support
- Vonage API Support Incident Handling
- How to check information about historical incidents
- Managing your Service Status Notifications (Status Page)
- Unsubscribing from Service Status Notifications (Status Page)
- Subscribing to new Service Status Notifications (Status Page)
- How Customers Can Set Ticket Priority Through Email
Known Issues
Billing and Payments
- How do I set up automatic payments?
- How Does Vonage Billing Work?
- Origin-Based Surcharges on Calls to UK Numbers
- Auto-Reload Failed with Error Code
- Auto-Reload Not Working with PayPal
- Billing Inquiries and Disputes - Communications API products
Dashboard
- What should I do when I couldn't verify my number to log in the dashboard?
- Why do I get a 401 Unauthorized error when resetting my password?
- Does dashboard allow different accounts with the same phone number?
- How to change my API secret on the dashboard?
- How to Give an Account API Key a Name
- What's the difference between a Subaccount API and Secondary Account API?
Reports API
Security and Compliance
- Which IP addresses should I allow when using Communication APIs and SIP Trunking?
- An Existing Connection Was Forcibly Closed by the Remote Host
- How can I download my Vonage API account data?
- How long does Vonage API store data?
- Best Security Practices for Your Vonage API Account
- Ensuring HIPAA Compliance When Using the Vonage API Platform
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Client SDK
In-App Voice
- Unable to initialize Client SDK on Android App API Level 31
- User:Error:Not-Found Username Doesn’t Exist When Logging in or Connecting Calls to an App User
- Why do I receive an answered event when I start an outbound call?
- Outbound In-App Voice Calls Fail to Complete
- Calls to an App User Don’t Time Out
JavaScript
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Developer API
REST API
- How fast can I send Developer API requests?
- What are Vonage's HTTP session time-out limits for a webhook response?
- What time zone are Vonage API logs in?
- TLS Error Submitting HTTPS Request to Vonage API
- Special Characters Not Displaying When Sent
- Can I use a static IP address instead of rest.nexmo.com or api.nexmo.com?
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Messages and Dispatch
Account Settings
- Why do I receive pricing on all outbound Whatsapp messages that are part of a Conversation?
- Why am I getting Unsupported Type Messages API callbacks?
- What do are the technical requirements needed to implement the Messages API?
- Which IP addresses should I allow for the Vonage Messages and Dispatch APIs?
- How long does Vonage retry inbound messages for the SMS, Messages and Dispatch APIs?
- Which webhook would be used for Messages and Dispatch APIs?
Channels
MMS
SMS
Facebook Messenger
Viber
WhatsApp
- How can I change Whatsapp Profile picture?
- How do I retrieve my user access token?
- Getting Started with Vonage’s WhatsApp Business API: Embedded Sign Up
- Faster Onboarding: Start Using WhatsApp without Verifying Your Business
- Unable to accept invite when being added as a new WhatsApp Business Account user
- Do you have an API to check if the user is WhatsApp enabled?
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Numbers
Global Numbers Information
- Short Codes Features Overview
- SMS + Voice Numbers Features Overview
- Why do some virtual numbers require an address?
- SMS Numbers Features Overview
- Toll-Free Numbers Features Overview
- Voice Numbers Features Overview
SMS Numbers
Voice Numbers
- How to programmatically update your Number Forwarding to a SIP URI using Numbers API?
- Unable to Search Long Virtual Numbers after Deleted from My Account
- How do I cancel or delete LVNs from my account?
- Colombia Local Number Prefix Change
- Can I restrict a virtual number to only accept one call at a time?
- What are acceptable uses for Vonage Voice Numbers?
Porting
- Porting Your Numbers Away from Vonage API
- Can I port my existing phone number to Vonage API?
- Subscription Renewal Date Of A Ported Number
- Price Of Ported Number
- Who Can Port Numbers?
- How Long Does It Take To Complete A Porting Request?
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Number Insight
Known Issues
Number Insight API
- What are the levels of Number Insight APIs?
- Number Insight Callback Response Status Code Definitions
- Number Type Incorrect in Number Insight
- Is Roaming information accurate on Number Insight?
- What is the Validity Period for a Number Insight?
- What do I need to get started with using Number Insight?
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SMS
SMS
- Toll-Free Number Changes Oct 1, 2022 (FAQ)
- Sprint/T-Mobile Network Changes
- SMS Verizon Pass-through Fees
- Setting a Validity Period (TTL) for your SMS
- What encoding standards does Vonage support?
- How to check that I trust Vonage TLS Certificate?
Country-Specific Features and Restrictions
- France SMS Features and Restrictions
- India SMS Features and Restrictions
- Indonesia SMS Features and Restrictions
- Outbound SMS Features Overview
- United Kingdom SMS Features and Restrictions
- US SMS Features and Restrictions
Outbound SMS
- SMS Best Practices During COVID-19 for Users Sending Traffic to North America
- Troubleshooting SMS Delivery
- Recommended Sender ID option for A2P Alert and Transactional Messages to US Virtual Numbers
- Partner Quota Violation Error
- SMS Delivery Failure Error 95 - Unknown
- DLR Statuses
Inbound SMS
- Can LVNs with International Reach receive inbound messages from all over the world?
- How does Vonage prevent spam inbound messages being sent to Vonage rented LVNs?
- Are inbound SMS LVN available all over the world?
- Are inbound SMS free of charge all over the world?
- Can I only receive inbound SMS without sending outbound SMS?
- Why are Verification Codes not received on my virtual number?
US Short Codes
- How-To Complete the US Short Code Program Brief
- Can I add a template to my active Alerts shared short code campaign?
- Why did my PIN code get sent from a phone number?
- Can you receive inbound SMS on dedicated US short codes?
- How are STOP requests handled on the Alerts pre-approved short code?
- Do we always use short codes for US 2FA and USSC?
SMPP
- TLS certificates for SMPP nexmo.com
- TLS certificates for SMPP vonage.com
- Why are SMPP concatenated messages not delivered?
- Vonage SMPP Platform Availability
- How to Read a Vonage SMPP Delivery Receipt
- Why are my SMS messages displayed as jumbled text?
US 10 DLC
- 10DLC - New Requirements for all 10DLC Campaigns (December 1, 2022)
- 10DLC - New Manual Review Process & Requirements for 10DLC Campaigns (November 21, 2022)
- 10DLC Campaign Requirements
- 10DLC - Update - New requirements for 10DLC Campaigns (November 17th, 2022)
- 10DLC - Update - Sole Proprietor v2 (November 3rd, 2022)
- 10DLC - Guide to resellers
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Video API - General
Video API - Major Announcements
Video API - New Releases
- Client SDK 2.24.1 (for Web & Linux) released
- Android v2.17.1 SDK released
- JS SDK 2.17.5 Released
- JS SDK 2.17.4 Released
- JS SDK 2.17.6 Released
- JS, Windows, Android and iOS SDKs released
Video API - Status Updates
- Black Video When Screen Sharing over Chrome 50 on Windows 10
- Publisher Video Freezing on Android Chrome 54
- How to Detect Microphone Audio Drop on Chrome
- No Microphone Input Signal on Chrome on Mac
- Can I access Vonage Video API over non-SSL (HTTP)?
- Chrome 64 iFrame Requests Camera and Microphone Access
Tools
- Why is the Inspector tool not showing the Subscriber Information?
- How far back can you query in inspector for sessions and meetings?
- What are the key features of the Vonage Video API Playground tool?
- What you can do with Video API Playground?
- Save icon is not visible for some users in Inspector tool
- Unknown VideoCodec shown in session inspector.
Getting Started
- Are there countries where Vonage Video API does not operate?
- What is the Vonage Video Signaling API?
- Where do I find documentation on Vonage Video API?
- Does Vonage Video API have code samples available?
- Do you have any demo apps or sites for Vonage Video API?
- How can I get started with Vonage Video API?
Networking
- Is it possible to deploy a TURN server inside the corporate network or DMZ?
- Does Vonage Video API provide server infrastructure?
- What are the IP ranges for Vonage Video API servers?
- Is there any way to test my network configuration?
- What is the minimum bandwidth requirement to use the Vonage Video API?
- What are the Vonage Video API network connectivity requirements?
Technical Specifications
- Can I track calls from the server side of my app?
- Can I record a Media-Relayed session?
- Which devices does the Vonage Video API work with?
- Does the Vonage Video API support HTTPS?
- What resolution should I use when publishing on a mobile device?
- JS SDK RumorSocket Disconnect Errors
Account Management
- How can I permanently cancel/delete my Vonage Video API Account?
- How do I reset my Vonage Video API account password?
- How do I sign up for a Vonage Video API account?
- How can I change the email address on my Vonage Video API account?
- Blank Page When Logging in to My Vonage Video API Account
- Can I access my Vonage Video API account and the Support site using the same login information?
Pricing and Billing
- Billing Inquiries and Disputes - Video API
- Reading Your Video API Invoice
- Scenario: If one person is publishing audio/video to 100 people, who are only subscribing to that stream, is that charged as 1 streaming minute or 100 streaming minutes?
- Scenario: If two people are connected in a video call, both publishing and subscribing to video from each other for one minute, would that be charged as two minutes?
- Can I push my Vonage Video API-powered app to production during trial?
- How and when do I pay?
FAQ
- How to Remove Camera and Microphone Permission Prompt Window
- Does Vonage Video API work on mobile devices?
- How can I find the creation or expiration time of a token?
- Can I manage my users' sign-ins and track minutes or usage?
- What is the difference between a Routed and a Relayed Session?
- Can I build Text Chat with the Vonage Video API platform?
Security
- What security features does Vonage Video API implement?
- What are the implications of encryption on my app?
- EU General Data Protection Regulation (GDPR)
- Which TLS Cipher Suites are supported with the Vonage Video API?
- Where are the Media Encryption Keys created?
- How can I get a Vonage SOC Type II Report for Video?
Troubleshooting
- Why is the container DIV destroyed when I publish or subscribe?
- Seeing Only Black Screen with Video API
- Subscribed to Multiple Streams in Session but Can Only See One Subscriber
- Can See Subscriber but Can’t Hear Them
- I See a Black Screen and Can’t See or Hear the Subscriber
- Screen Black and Can Hear but Not See Subscriber
Vonage Video API Versioning Policy
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Video API - Features
SIP Interconnect
- How to Configure SIP Monitoring Callbacks
- How to use SIP Interconnect in Playground
- Unable to Initiate SIP Call from Playground
- How to Send DTMF in a SIP Call using Playground
- When initiating a SIP call, it fails with '706 Call Reached Maximum Inactive Duration'
- How to Dial DTMF or Digit Extension in SIP Interconnect?
Broadcasting
AES-256
Archiving
- How does archiving work and how can I configure it?
- What are the limitations of the archiving functionality?
- What are the attributes of the Vonage Video Composed Archive Codecs?
- Individual Stream Archive Manifest CreatedAt Attribute Incorrect
- Accessing Recordings When Using Vonage Video API Demo
- Setting and Using a Proxy with Vonage Video API SDKs
China Relay
- What Client version is required for the China Relay?
- Does China relay work with Vonage Video API Relayed sessions?
- Does China relay support China-only sessions?
- Does China relay guarantee connectivity for Chinese consumers?
- What is China Relay?
- How do I know if China Relay is enabled?
HIPAA Compliance and BAA
- Does Vonage Video API provide HIPAA Business Associate Agreements?
- What security features does Vonage Video offer to a developer to assist in building a HIPAA compliant application?
- How can I use archiving as part of a HIPAA compliant application?
- Does Vonage Video API store PHI?
- How does Vonage Video API ensure secure transmission of PHI?
- Can I build a HIPAA compliant application using OpenTok?
iOS Support
- Managing Audio Sessions in iOS with Vonage Video API
- What are the supported Video Dimensions, Aspect Ratios, and Rendering on Mobile SDKs?
- Handling Reconnection and Network Migration on Mobile Devices
- Where can I see the sample code for Vonage Video iOS SDK?
- What devices does Vonage Video iOS SDK support?
- iOS 14 Requesting Permission in Relayed Sessions
Android Support
- How many participants can join an Android session?
- Where can I see the sample code for Vonage Video Android SDK?
- What devices does the Vonage Video Android SDK support?
- Microphone Audio Dropped on Chrome on Mac
- Inline Installation of Screen Sharing Extensions in Chrome Deprecated
- Where can I get the Vonage Video API Android SDK?
Windows SDK
- What is the Vonage Video Windows SDK?
- What Windows devices does the Vonage Video SDK support?
- Does Vonage Video API support Windows Phone?
- What Windows versions are supported with the Vonage Video SDK?
- What .NET version is supported with the Vonage Video API?
- Does Vonage Video API support Universal Windows Platform (UWP)?
Session Monitoring
- What is Session Monitoring?
- What can callback events be used for?
- Is Session monitoring real-time?
- Do you guarantee the callback event delivery?
- What happens to the callback events if my application server goes down?
- How can I test that the Callback URL is working?
Embeds
Regional Media Zones
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Verify
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Voice
Known Issues
Country-Specific Features and Restrictions
- In-Country, Local, or No-CLI Calls Rejected
- Issue with High Charges for Transferred Calls to UK from Unknown Calling Number
- STIR/SHAKEN Caller ID Authentication and Robocalls
- Australia Voice Features and Restrictions
- South Korea Voice Features and Restrictions
- Indonesia Voice Features and Restrictions
Inbound Voice
Voice API
- How To Enter DTMF Before MP3 Stream Finishes
- Can a user call leg be removed from the voice call recording?
- What is a Call UUID?
- Are Manual Timeouts Possible Before NCCO Processing?
- Does the billing for a call include the time to detect an answering machine?
- Is there an Additional Cost to record a Voice Call?
Voice Platform
- Why does Caller ID show as potential spam?
- Is SIP Diversion header supported?
- Can I display my name on the receiving party's phone for outbound calls?
- How long are call legs stored?
- Can I send fax over the Vonage Voice API?
- Which IP addresseses should I allow in order to receive voice traffic from the Vonage API Platform?
SIP
- No Audio In Programmable SIP IVR
- Does Vonage support Digest Authentication for inbound calls to a SIP endpoint?
- Is SIP REFER supported?
- How to Create a Redundant SIP-Forwarding Configuration
- Special Characters in Forward to SIP Address
- What does xxx SIP call status mean?
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Conversational Commerce
Dashboard
- Introduction to the Dashboard
- Switching Accounts (For users with multiple Jumper Accounts)
- Managing Products running low
- Managing Sets running low
- Exploring Quick Links
- Managing CSV/Excel reports & exports
Live Chat
- Live Chat Customer Action panel - Start Bot Flow
- Live chat Customer Action panel - Start Collection Flow
- Live chat Customer Action panel - Start Product Flow
- Live chat Customer Action panel - Request Payments
- Live chat Customer Action panel - Create Order
- Live chat Customer Action panel - Share Product Details
Automations
Order Management
Customers
Sales Channels
- Introduction to Facebook Opt-ins
- WhatsApp Template Messages - Quick Reply and CTA
- Setting up WhatsApp Template Messages
- Setting up Persistent Menu on Facebook
- Facebook Page Status "Urgent Action Required"
- Facebook - N Time Notifications FAQs
Analytics
Settings
- How to Set Up Your Jumper Business Profile
- How to Manage Payment Settings with Jumper.ai
- How to Manage Taxes and Shipping in Jumper.ai
- Editing price-based shipping settings in Jumper.ai
- Jumper Weight Based Shipping Settings
- Managing Team Members on Jumper.ai
Store
- Manage Discounts on Jumper.ai
- Creating Collections with Categories
- Creating Collections without Categories
- Creating Virtual Sets & Bundles
- Bulk Update of Products
- Adding Products in Jumper (Bulk Add products via CSV) - Without Variation
Profile
Bot Builder
Discounts and Promotions
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Vonage AI Studio
API Integration
- How to generate API Key
- Integration via SIP
- Outbound Call API
- Sending an Outbound Call Request via Postman
- Endpoints - Search Session
- Endpoints - Get Session
FAQs
- How much AI is behind the AI Studio?
- Available Languages
- Are you able to recognize answering machines?
- How long do you safe call reports?
- How to keep track of my agent's performance?
- What are KPIs and why do I need them?
Helpful Building Tools
- How to create a new agent
- How to change agent details
- How to duplicate an agent
- How to use Intents
- How to use Entities
- System Entities List
Agent Templates
Promoted articles
- Separate Logins for Support Portal and Vonage API Dashboard
- How Does Vonage Billing Work?
- Origin-Based Surcharges on Calls to UK Numbers
- How do I set up automatic payments?
- Short Codes Features Overview
- SMS + Voice Numbers Features Overview
- Why do some virtual numbers require an address?
- SMS Numbers Features Overview
- Toll-Free Numbers Features Overview
- Voice Numbers Features Overview
- Which countries does Vonage have numbers in?
- Porting Your Numbers Away from Vonage API
- Can I port my existing phone number to Vonage API?
- Outbound SMS Features Overview
- France SMS Features and Restrictions
- India SMS Features and Restrictions
- Indonesia SMS Features and Restrictions
- United Kingdom SMS Features and Restrictions
- US SMS Features and Restrictions
- SMS Best Practices During COVID-19 for Users Sending Traffic to North America
- Troubleshooting SMS Delivery
- Client SDK 2.24.1 (for Web & Linux) released
- Tracking Verify Conversion or Request Usage
- What is the Verify Anti-Fraud System?
- Error 15 on Verify API Request
- Can I use Verify with any number in the world?
- In-Country, Local, or No-CLI Calls Rejected
- How can I handle inbound calls to my voice-enabled virtual number?
- Inbound Voice Features, Restrictions, and Capacity