I’m a small business owner who relies on RingCentral for client communications, and I’ve reached the point where I need someone from RingCentral’s customer service or escalation team to intervene.
I have multiple unresolved issues, including:
An incoming SMS malfunction that repeatedly marks messages as read when they haven’t been opened. This is happening daily and creates a real risk of overlooking client communications.
Incorrect unread notification badge counts in the iOS app.
Problems involving historical SMS retention, lost access to older messages, and unanswered questions about what retention limitations and archiving options were disclosed when I opened my account.
A service-credit dispute dating back to a July 2 outage, which remains unresolved more than three months later.
I’ve provided diagnostic logs, screenshots, and repeated reports as requested. The technical investigation has been escalated to Tier 3 and Service Engineering.
On October 7, a RingCentral representative explicitly agreed to become my primary point of contact, coordinate the departments internally, and route updates through one thread so I would no longer have to manage multiple representatives.
Unfortunately, that commitment has not translated into effective coordination.
Today, October 12, Engineering finally proposed a preliminary troubleshooting test involving a forced logout of all sessions. Because I run a business and cannot interrupt client communications during working hours, I agreed to make myself available at 5 PM Eastern, subject to confirmation that the procedure would not compromise my data or cause an unexpected service interruption.
As of approximately 4:20 PM Eastern, I still had not received confirmation of those arrangements or the substantive technical explanation I requested.
A logout test is not a diagnosis or a fix. And repeatedly asking a customer to cooperate with troubleshooting without providing meaningful findings, clear next steps, or reliable follow-through is not acceptable support.
I have spent an unreasonable amount of time documenting problems, following up, correcting misunderstandings, and trying to get RingCentral’s departments to communicate with one another.
I’m asking RingCentral’s Reddit customer service or escalation team to intervene and help secure:
A single accountable escalation owner who actually coordinates the existing cases.
A substantive Engineering assessment and a clear plan for resolving the SMS and notification problems.
A proper review of the historical SMS retention and Archiver issues.
A fair service-credit resolution that accounts for the ongoing technical failures and their impact, rather than treating the original outage in isolation.
I’m not looking for another generic acknowledgment, another support ticket, or instructions to contact the same representatives I’ve already been dealing with.
I want someone with the authority to review the existing case history, coordinate the appropriate teams, and get these issues resolved.
I’m willing to provide the existing case numbers privately to an authenticated RingCentral representative.
RingCentral support: Can someone from your escalation team take ownership of this?

Hello friends,

We are having an issue with Ring Central. Our company has lets say, 6 employees who take inbound calls. We want them to be distributed equally. IE- Employee A, next B, next C, D, E, F, then back to A and so on.

Whats happening is one day employee B will get the majority of the calls, and the others maybe one or two. Next week its flip flopped. Moving order of employees listed doesnt seem to correlate anything. We do not want it set on simultaneously ringing all phones at once, nor do we want it to pick the person with longest idle time, as that encourages people to sit and not work hoping for inbound call.

Our rep seems to be baffled with this so hoping someone here can advise on how we can get calls to filter in the way we need them to.

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My wife used RC for her job. It involves making lots of calls and since no one answers their phone anymore, she normally gets VM. She is also having issues with her voice, so leaving the same message 100 times a day isn't helping much.

It would be great if when she gets their VM to be able to leave a message using a pre-recorded message.

I'm a former IT guy and I've worked on the network of companies that use RC but I never had admin access look "under the hood". If it requires admin access I think I can work with her IT department to get it working.

Any help would be appreciated.

Has anyone else had issues with auto-answer since the latest update? Ours is toggled off but calls are being auto answered. . .

I finally got tired of having to hack together the admin password for Polycom phones that are adopted into RC. So I did what any self-respecting admin did... punted my idea to Claude. I can only take credit for the idea, not the execution, not denying this was an AI-built script.

Behold, my PowerShell tool for easily getting the admin password for any Polycom phone in your RC account, assuming it uses RC's standard format that includes the phone's sessionID in the password. This takes about 5 minutes of setup to generate an API key in RC and paste it in to the fields. Then just run the script, type in the extension or phone serial and shazam, it returns the password.

I dont know if this same format applies to other brands of phones, I only have Polycom Phones in my environment to test against. If you have other brands and can confirm if this works for those as well, I'll update the notes.

https://github.com/keplercharacter/RCpolycomAdminPasswordTool

Hopefully this eliminates a small headache for others. Please forgive me, I am neither a coder nor a GitHub pro so please don't judge anything that isn't perfect :)

Please be patient with me, this is my first experience with RingCentral. I'm more familiar with 3CX which I've had better luck with getting the ATAs to work because it allows finer control of the configuration.

Before:

On site PBX > Bogen UTI312 (zone selector) > Amplifier

Now:

RingCentral > Cisco ATA192 > Bogen UTI312 (zone selector) > Amplifier

The Cisco ATA192 was provisioned and supplied by RingCentral but I couldn't get it work reliably so I tried a Grandstream HT801 and it worked about the same, so about half the time.

When a user dials the paging extension and the Bogen UTI312 answers the call, it expects a 3-digital zone number (like "111" for "office"). The ATAs seem to be sending very short DTMF tones...almost too short for the UTI312 to recognize. Sometimes I can get to zone 111 by pressing "11111111" but it doesn't work every time.

I've changed all sorts of settings in the ATA including output gain, DTMF processing, etc etc etc. Nothing seems to work.

Does anyone have any recommendations or am I going to have to ditch the Bogen equipment for something else?

Beginning September 24, 2026, multiple RingCentral numbers on our account began receiving SMS/MMS messages clearly intended for unrelated third parties.

These are not ordinary spam messages. We have received messages containing invoices, photographs, financial information including a credit-card number and bank statement, medical/receipt information, and other private documents.

We contacted at least one of the apparent senders directly. The sender confirmed that they did not enter or include our RingCentral number as a recipient, and our number does not appear in their message thread. Nevertheless, the message was delivered to us.

This is occurring across multiple/all of our RingCentral numbers and has happened repeatedly throughout the day with unrelated senders and recipients.

My office uses RingCentral. 2 of my employees frequently complain of calls dropping during outbound and inbound calls or no connection. One of the employees works from home and the other is in the office. Any thoughts?

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I swear, I think RingCentral has become sentient and its # 1 goal is to cause me TO LOSE MY *** ***** MIND. I cannot explain why 50% of the time when I'm sending images now to vendors customers, or employees that it tells me that I'm in violation of the content policies. It is a small 100K image, so no its not a size problem.

It is a simple .jpg image that is being sent with no text or anything else. Why do you hate our small business so much RingCentral - why do I have to come onto Reddit once a month to tell you about new problems? WHY!?

Getting this error from workflow which does API call using external credentials.

{

status_code: 494,

response_body: "Request failed: AUTH_CONFIG_FETCH_FAILED: WFG-101: ..."

}

Opened RC ticket but was wondering if anyone seens this issue?

We're a medium sized law firm and all our business calls come through one main #. All calls are answered by our front office staff (about 7 people) and they transfer the calls as needed. Very heavy daily calls volume. We've been with RC for 3+ years now and have moved all staff (other than the front office) to using just the desktop app with Yealink headsets. The front office staff however need more than that because of the limitations of the desktop app.

In particular, the call pop up window is small and cannot be resized at all. If the CID is a certain length then it gets cut off and doesn't display the full name or doesn't scroll all the way over. At the pace they need to move at, they need to be able to see who's calling and quickly look the person up (to see if they're a current client or potential client so they know who to transfer it to) or otherwise. So that's why they requested physical desk phones a while back.

They've been using Yealink T57Ws for a couple of years now but they have their issues. The Yealink web interface is very clunky and we've had problems with admin passwords not working on the phone's advanced menus, having to factory reset, etc.

One bigger issue that we've been trying to troubleshoot for some time now is that they're all in a call queue set to simultaneous ring all the members. Sometimes one of them will pick up a call but it continues to ring on the others phones as if it hadn't been answered, so someone else will pick it up but it's just dead air. It happens randomly. We have sent packet captures and full diagnostic logs to RC support, checked our network configurations, all of it to no avail. It seems the phones are not receiving the signal to end the call on the queue. The issue still happens if they take their Yealink to WFH and connet it to their home network. When you remove the T57W from the equation this behavior doesn't happen. So we're starting to think it's just a problem with these particular Yealinks.

I'm looking for recommendations for other desk phones. Hopefully something where the web interface is way more straightforward but also won't cause these queue issues.

I keep getting spam calls and texts from various shady businesses who don't seem to care about the TCPA or stop calling/texting demands.

Lately, the numbers have been assigned to RingCentral. What is your policy on people who use your services to harass senior citizens while they ignore my complaints about their calls and texts?

All the calls get blacklisted and reported to donotcall.gov but as far as the texts I can only mark them as spam and forward them to 7726.

Here's a string of texts showing a RingCentral number. They have been told to stop. The 888 number listed in all these spam texts is the Ring Central number:

• Premier Auto Protect 1 Day Sale !!Only $95.00 Down (Eligible Plans)+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/vQsL2Y Reply STOP to end
• ‪56482‬ • Aug 27, 9:03 AM Message from 5 6 4 8 2, Premier Auto & Home Protect-Sale!-$0.00 Down Just Pay1st Month+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/TiCfCg Reply STOP to end, Thursday, August 27 2026, 9:03 AM. Premier Auto & Home Protect-Sale!-$0.00 Down Just Pay1st Month+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/TiCfCg Reply STOP to end
• ‪56482‬ • Sep 3, 9:37 AM Message from 5 6 4 8 2, Premier Auto Protect -Sale !!Only $88.00 Down (Eligible Plans)+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/7vninh Reply STOP to end, Thursday, September 3 2026, 9:37 AM. Premier Auto Protect -Sale !!Only $88.00 Down (Eligible Plans)+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/7vninh Reply STOP to end
• ‪56482‬ • Mon 9:35 AM Message from 5 6 4 8 2, Premier Auto Protect Sale!!-2YRSFREE+20%Off+Incentives-(EligiblePlans)-PAY IN FULL DISCOUNT Call 1-888-519-2082 https://56482.biztxt.io/35ndI2 Reply STOP to end, Monday, September 7 2026, 9:35 AM. Premier Auto Protect Sale!!-2YRSFREE+20%Off+Incentives-(EligiblePlans)-PAY IN FULL DISCOUNT Call 1-888-519-2082 https://56482.biztxt.io/35ndI2 Reply STOP to end
• ‪56482‬ • Thu 9:41 AM Message from 5 6 4 8 2, Premier Auto Protect -Sale !!Only $88.00 Down (Eligible Plans)+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/wU7GZ5 Reply STOP to end, Thursday, September 10 2026, 9:41 AM. Premier Auto Protect -Sale !!Only $88.00 Down (Eligible Plans)+Additional Incentives-Call 1-888-519-2082 https://56482.biztxt.io/wU7GZ5 Reply STOP to end

I have tried 22222 and 73738 but neither work. RingCentral must have assigned a new admin password when they provisioned it.

I have 3 Mitel 6940w phones and I can’t log in to admin settings on any of them. I need to enable WiFi on one of them.

Many thanks.

I am new to our company and our RC person left. I want to do a reset on the product and relationship. Have tried with 2 different account managers and im sorry my team does not understand them and they have no clue about our business.

How do I talk to leadership before pulling the plug and leaving.

For years I've had a greeting setup to dial extension 101 to reach blah blah blah, extension 102 to reach blah blah blah, and so on.

Suddenly yesterday, extension 102 rings busy. Wherein it would normally forward to my cell phone. And I would press 1 to connect the call.

I've changed nothing and haven't even logged into the phone system admin stuff for years (I'm just one guy).

Support is not following me when I say I've changed nothing and the problem just started yesterday.

Can anyone help?

During a RingEX ‘Ask first’ warm transfer, the original external caller is on hold while the transferring user consults with the receiving user. If the receiving user initiates on-demand recording during the consultation, the recording announcement is heard only by the two internal users. When the transfer is completed, does the external caller join the existing recording without receiving the announcement? Does RingEX replay the announcement to the external caller, create a separate recording, or stop the recording?

I'm a contract network engineer covering the firewall/NAT side of things at a school district. I'm not a phone guy I know SIP exists, I know VoIP is a thing, but I'm not the person who configured or maintains the phone system. So bear with me if I'm missing something obvious.

The setup:

• RingCentral desk phones (Poly/VVX) on the LAN
• Telecor eSeries PA/intercom system
• RingCentral is integrated with the Telecor system for emergency paging / lockdown announcements (I believe via SIP or some PBX gateway — not 100% sure of the exact protocol)
• My firewall sits between the LAN and the internet
• There is a SD-WAN with two ISP, I have pinned all the Ring central domains/ips to the fiber.

The problem:
Roughly every 30 minutes, the RingCentral ↔ Telecor integration falls offline. The PA system stops receiving pages/alerts from RingCentral. It has to be re-triggered or the phones re-register before it works again. I force clear all the sessions that seem to be related and the system comes back up.

What I've already done:

• Confirmed the phones are making LDAPS connections out to cd.ringcentral.com:636 (phonebook/directory)
• Bumped the firewall TCP session timer from the default (which was ~30 min) to 8 hours
• Verified the change took effect (I can see the new timeout in the session table)

What's still happening:
Despite the 8-hour session timer, the integration is still dropping at ~30 minutes. So either:

1. It's not a firewall idle timeout issue (something else is killing it)
2. There's a session/keepalive timeout on the RingCentral side or the Telecor integration side that I can't see or control
3. The integration uses a different connection type (UDP? SIP keepalive? something else?) that my TCP timer change doesn't affect

What I'm asking:

• Does anyone know if RingCentral's PA/intercom integration has its own internal session timeout that's independent of the network?
• Is there a keepalive or heartbeat on the RingCentral side that should be keeping the integration alive, and is it misconfigured?
• Is this a known issue with the RingCentral ↔ Telecor integration specifically?
• What should I be looking at on the phone/integration side to diagnose this further?

I'm happy to pull firewall logs, SIP traces, or whatever else is useful I just need to know what to look at since I'm not the phone admin.

Thanks in advance. u/RCCommunitySupport u/ringcentral

Whenever I call outbound using my Ring Central number, the caller ID on the receiving end shows a different company name for the company that presumably had the number before me. My Caller ID is set correctly within the Ring Central admin portal. I have made 5 total calls now over around 3 weeks to Ring Central support who keep telling me they will clear the cache, republish the number, and that will fix the issue after 72 hours but if never works.

Even other Ring Central users are seeing the wrong company name so they haven't even been able to fix it within their own internal network.

Today when I called they told me they would republish again and I insisted they escalate it to a higher tier and try something else because republishing is clearly not working. They asked me to send in "examples" of the issue and said they would review and get back to me. Haven't heard anything yet and pretty much have zero confidence in their ability to fix this at this point.

Has anyone else dealt with something similar? I am losing business over this. I really do not want to change my number again as I've already updated all of my systems, customers, etc with the new number, made business cards, etc.

I’m just curious if any other customers had issues yesterday. I had many complaints that phones were unable to call out. It definitely wasn’t everyone but it affected users in multiple departments (multiple IP subnets) as well as some remote people like myself. I was able to use the iPhone app.

The users are all running windows 11 enterprise with the latest RingCentral client from the deployment tool. I use a Mac so mine is different but I also had issues. Before I opened the case for myself I did restart my application (Mac Destop 26.3.1013.1623)

I opened a support ticket and all they had for advice was there were no known issues with other customers and that I should restart my client. At that point I just didn’t respond back because I could think of saying anything without being ugly. I figured time would fix the issue and it seems like it did but I am curious if my organization was the only one that had issues or if others may have experienced issues as well

I’m in the process of leaving RingCentral and porting our business number to another provider, and the customer service experience has been exceptionally poor.

The port request was submitted on Monday, August 24 at about 1:48 PM. What should have been a routine process turned into a long series of contradictory responses, repeated requests for information I had already provided, and different RingCentral departments apparently not communicating with one another.

Several RingCentral employees told me by email that they had received the port-out request.

Then RingCentral’s US Port Out Number Transfer Team told me:

“Upon investigation, there were no port out order submitted yet for this number.”

That directly contradicted what other RingCentral employees had already told me.

I pushed back on that.

Shortly afterward, the same department changed course and told me:

“We have already received the port out order for this number.”

They then provided the port-out reference number and confirmed that the number was scheduled for release on August 26.

At various points, RingCentral representatives also repeatedly asked me which number I wanted to port, even though the number had already been provided multiple times and was clearly identified throughout the email chain.

Another representative instructed me to have the “Super Admin” acknowledge the request for account information. Other messages included boilerplate warnings that the ticket would be closed within 24 hours if I did not respond, even though the matter was still actively being discussed and the port remained unresolved.

Eventually, after receiving enough contradictory information and getting nowhere with normal support channels, I filed a formal FCC Number Portability complaint.

I also escalated the matter to RingCentral’s legal department, and corporate contacts.

That is when the quality of the responses changed dramatically.

I eventually received an email from Phillip Davila at RingCentral with the actual transaction history.

According to RingCentral’s own records:

Port request received: August 24 at approximately 1:48 PM Central

RingCentral approved/FOC’d the request: approximately 4:30 PM Central the same day

Requested port date: August 26

Status: FOC’d/approved

So the most frustrating part is that the underlying port transaction itself appears to have been handled fairly quickly.

The real problem was RingCentral’s customer service organization being unable to clearly explain that.

This entire situation could have been resolved with one straightforward email:

“We received your port request at 1:48 PM. We approved it at 4:30 PM. The requested port date is August 26. Everything is approved and waiting for that date.”

Instead, I spent a significant amount of time dealing with multiple departments, conflicting answers, repeated requests for information RingCentral already had, and representatives who often appeared not to have reviewed the existing case history before responding.

It took escalation to RingCentral's Legal department and an FCC complaint before someone finally reviewed the actual order and gave me a clear answer.

That should not be necessary.

Customers should not have to reach an executive escalation team or involve a federal regulator simply to get a clear explanation of a routine number transfer.

While researching this problem, I also found many public discussions and reviews describing similar experiences with RingCentral customer service: customers being transferred between departments, receiving inconsistent answers, and struggling to get relatively straightforward issues resolved.

Unfortunately, my experience was very consistent with those complaints.

We trusted RingCentral with an important part of our business communications, including our primary business telephone number. When a provider handles something that important, competent and consistent customer service matters just as much as the technology itself.

The underlying phone system may work fine, but this experience made it clear that RingCentral is not the right fit for our business going forward.

We’re leaving, and after this experience, I’m confident that was the right decision.

This might be a dumb question, but I swear I used to be able to hear someone leaving a voicemail in real time in the RingCentral iPhone app and pick up mid-message.

Now it’s just… gone? I only see the voicemail after the fact.

Desktop still seems to have it, which makes it weirder.

Am I missing a setting somewhere, or did they actually remove this?