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

# Troubleshooting

export const pay = {
  CHANGE: "Change",
  CONFIRM: "Confirm",
  INVOICE: "🧾 Create order",
  OPEN_SETTINGS: "Open settings",
  PAY: "💸 Make a payment",
  SELECT_TARIFF: "Select subscription",
  SET_OPTIONS: "Configure subscription",
  TOPUP: "Add Funds"
};

export const bot = {
  ACTIVATE_TARIFF_PLAN: "Activate subscription",
  ADDRESS: "Address",
  ADDRESS_PORT: "Address:port",
  ADMIN_ASSIGN: "Assign administrator",
  APPLY: "Apply",
  ARBITRARY_CHECK: "Messages processing",
  AUTORENEW: "Auto renewal",
  AUTOREPLY: "Autoreply",
  BACK: "Back",
  BACK_TO_PAYMENT: "Back to payment",
  BALANCE_TRANSFER: "Transfer",
  BILLING: "Billing",
  BTN_CHARGE_REDIRECT: "Confirm charge",
  BTN_EMPTY_BOT: "Inline bot",
  BTN_TARIFF_NEW: "Activate",
  CALLBACK_CHECK: "Callback",
  CALLBACK_SWITCH_OFF: "Switch off Callback mode",
  CALLBACK_SWITCH_ON: "Switch on Callback mode",
  CALLER_NAME: "Caller name",
  CALLER_PHONE: "Caller phone",
  CANCEL: "Cancel",
  COMMENT: "Comment",
  CONFIGURE_ACCOUNT_ALLOW_EVERYBODY: "Allow calls from all users",
  CONFIGURE_ACCOUNT_ALLOW_P2P: "Allow P2P calls from everybody",
  CONFIGURE_ACCOUNT_DISALLOW_GROUPS: "Disallow adding to groups",
  CONFIGURE_ACCOUNT_OFF_OTHER_SESSIONS_CALLS: "Disable calls on other devices",
  COUNTRY: "Country",
  DELETE: "Delete",
  DESCRIPTION: "Description",
  DIAL_RULES: "Dial Rules",
  DOC_BTN_PROVIDE: "Provide documentation",
  DOMAIN: "Domain",
  DTMF_METHODS: "DTMF Methods",
  FIELD_VALUE: "Field:Value",
  FORMATS: "Audio Codecs",
  FW_ADD: "Add phone number",
  FW_ADD_OTHER: "Other number",
  FW_ADD_SELF: "Telegram number",
  FW_ANTISPAM: "Anti-spam",
  FW_BACK: "Back",
  FW_BONUS_PROGRAM: "Referral program",
  FW_CANCEL: "Cancel",
  FW_DELETE: "Delete",
  FW_NAME: "Name",
  FW_NO: "No",
  FW_PHONE_FORWARDING: "Remind number",
  FW_RECORDER_CHAT: "Chat for recordings",
  FW_RECORDER_CHECKBOX: "Call recording",
  FW_SELECT_COUNTRY: "Choose country (region)",
  FW_SHARE_PHONE: "Send phone number",
  FW_TELL_FRIENDS: "Tell friends",
  FW_YES: "Yes",
  GATEWAY_IN_RESET: "Reset Password",
  GATEWAY_IN_SHOW: "Show Account",
  GATEWAY_OUT_NUMBER: "Number on PBX",
  GENERATE_NEW: "Generate new",
  GIVE_ACCESS: "Give the access",
  GIVE_PHONE_NUMBER: "Give phone number",
  HELP: "Help",
  INLINE_QUERY: "Inline query",
  INVOICE_BANK_IGNORE_CURRENT_RATE: "Ignore currency rate",
  KEYPAD_IN: "DTMF In",
  KEYPAD_OUT: "DTMF Out",
  KEYS_GET: "Get Keys",
  KEYS_RESET: "Reset Keys",
  LEARN_ABOUT: "Learn about SIP.TG",
  LINES: "Lines",
  LINES_CHECK: "Lines",
  LOGIN: "Login",
  MANUAL: "Manual",
  MODE_GATEWAY: "Gateway mode",
  MODE_SOFTPHONE: "Softphone mode",
  NAME: "Name",
  NEW: "New",
  NEW_IN: "🆕 PBX→SIP․TG",
  NEW_IP: "🆕 IP⇿IP",
  NEW_OUT: "🆕 SIP․TG→PBX",
  NO: "No",
  PARALLEL_DECLINE: "Decline",
  PARALLEL_END: "End",
  PARALLEL_SWITCH: "Switch",
  PARALLEL_TRANSFER: "Transfer",
  PASSWORD: "Password",
  PAYER: "Payer",
  PAYSYSTEM_BTN_VERIFY: "Specify country of residence",
  PAYSYSTEM_DOCS_PROVIDE: "Provide documents",
  PAYSYSTEM_METHOD: "Payment method",
  PAY_TARIFF: "Pay",
  PROLONG: "Renew",
  PROMO_BUTTON_EMPTY: "Discount code",
  RECONNECT: "🔄 Reconnect",
  RECORDER_ACTIVATE: "🔴 Start recording",
  RECORDER_ACTIVATE_FAILED: "⚠️ Start recording",
  RECORDER_CHAT: "Chat for recordings",
  RECORDER_CHECKBOX: "Call recording",
  RECORDER_DEACTIVATE: "🟥 Stop recording",
  RECORDER_DEACTIVATE_RECONNECTING: "⌛ Stop recording",
  RECORDER_LOCKED: "🔒 Recording locked",
  REDIAL: "Redial",
  REDIAL_CHECK: "Redial",
  REGISTRAR: "Proxy",
  REPEAT: "Repeat",
  SELECT_BOT: "Select bot",
  SELECT_CHANNEL: "Select channel",
  SELECT_CHAT: "Select chat",
  SELECT_USER: "Select user",
  SERVER_FROM_TEMPLATE: "Settings templates",
  SESSION_BILLER_CHECK: "Use a shared subscription",
  SESSION_CONFIGURE_ACCOUNT: "Configure Telegram account",
  SESSION_LOGIN: "Connect",
  SESSION_LOGOUT: "Disconnect",
  SETTINGS: "Settings",
  START_CALLING: "Go to calls",
  SUPPORT: "Support",
  SWITCH_OFF: "Switch off",
  SWITCH_ON: "Switch on",
  TAKE: "Take",
  TARIFF_ACTIVATE_CHANGE_USER: "Change customer",
  TARIFF_ACTIVATE_USER: "Activate for customer",
  TARIFF_ACTIVATE_YOURSELF: "Activate yourself",
  TAX_ADDRESS: "Address",
  TAX_BUSINESS: "Business",
  TAX_NAME: "Buyer",
  TAX_NUMBER: "Tax number",
  TERMINATE_SESSION: "Terminate the session",
  TERMS_AGREE: "Agree with Terms and Conditions",
  TG_STORAGE_OFFICIAL: "✅ SIP․TG Sessions Storage",
  TRANSFER: "Transfer",
  TRANSFER_BACK: "Transfer back",
  TRUSTED_IPS: "Trusted IPs",
  UNLINK: "Unlink",
  USER: "User",
  VERIFY_ROUTE_BAD: "👎 No, it's spam",
  VERIFY_ROUTE_GOOD: "👍 Yes, all good",
  VERIFY_ROUTE_RECOVER: "Recover incoming calls",
  WORKER_AUTO: "Auto",
  YES: "Yes"
};

<a id="faq" />

## Frequently Asked Questions

<AccordionGroup>
  <Accordion title="I had a trial plan or starter plan. Now I only see 'Softphone', 'Gateway', and 'Free'. What should I choose?">
    Previously, there were indeed "trial"/"starter" plans. Now everything has been replaced with three subscriptions:

    * **"Free"** — provides basic functionality for testing, with limited minutes and no call recording.
    * **"Softphone"** — a paid subscription for using Telegram as a SIP client (multiple SIP accounts, call recording, etc.).
    * **"Gateway"** — a paid subscription for using a Telegram account as a SIP trunk for PBX (receiving/making calls through a single Telegram account).

    If you want to connect your Telegram for incoming/outgoing calls through a PBX (SIP trunk), choose "Gateway". If you need to connect IP telephony/PBX accounts to Telegram for personal or team calls, use "Softphone".
  </Accordion>

  <Accordion title="How to transfer a subscription from one Telegram account to another?">
    It is **not possible** to transfer a subscription. In exceptional cases it is possible to terminate the subscription with crediting of funds to the balance in proportion to the unused validity period of the old subscription.

    To check the possibility, write to support [@siptg\_support](https://t.me/siptg_support) from the account on which the subscription is paid, indicating:

    1. Which account is the Payer and current Customer of the subscription;
    2. Which account becomes the new Customer of the subscription;
    3. The reason for the transfer.

    Support will check if the subscription can be interrupted and report the results.

    In some cases, it's easier to assign SIP accounts to another user than to transfer the entire subscription.
  </Accordion>

  <Accordion title="Subscription renewal and auto-payment cancellation: how does it work?">
    By default, after paying for a subscription, auto-renewal is enabled (if you saved a card or have a positive balance). A few days before the end of the next period, the bot tries to renew the subscription automatically.

    * To disable auto-renewal, go to the [@siptg\_bot](https://t.me/siptg_bot?start=utm_docs) bot's `/subscriptions` section, select the active subscription, and uncheck **{bot.AUTORENEW}**.
    * Funds already withdrawn for the current period are not automatically returned, but you can discuss the possibility of a partial refund with support, depending on the conditions.
  </Accordion>

  <Accordion title="What payment options are available (monthly, quarterly, yearly)?">
    In the `/subscriptions` section of the [@siptg\_bot](https://t.me/siptg_bot?start=utm_docs) bot, you can choose the payment period: 6 months (no discounts), 12 months (10% discount), or 36 months (30% discount). For the "Gateway" and "Softphone" subscriptions, monthly payment is not directly provided, but you can pay for six months and opt out of auto-renewal.

    If you need more flexibility (for example, monthly or quarterly), **our partners** can help — for more details, see [Solutions Catalog](/en/catalog?tags=pay).
  </Accordion>

  <Accordion title="Money is being withdrawn, but I don't understand for which number or account. How can I find out?">
    * In the [@siptg\_bot](https://t.me/siptg_bot?start=utm_docs) bot, open `/subscriptions` to see active subscriptions and their renewal date.
    * If you can't figure out which Telegram account is being charged, contact support [@siptg\_support](https://t.me/siptg_support) with a confirming payment document (or a screenshot of the transaction). Specialists will find which account the subscription is linked to.
  </Accordion>

  <Accordion title="Can I pay in another currency?">
    In the `/paysystem` section of the bot, you can choose the payment method (bank cards, PayPal, cryptocurrency, invoice for legal entities, etc.).

    * Currency selection depends on the specific payment provider;
    * If your local currency is not available, there will be a conversion.
    * You can also pay for services through **our partners** in different countries — for more details, see [Solutions Catalog](/en/catalog?tags=pay).
  </Accordion>

  <Accordion title="Your VAT number is not listed on the invoice. Where can I find it out?">
    Starting from the 9th of July 2025, we have obtained VAT payer status and received VAT number LT100018548216. This number will be included in all new invoices starting from the specified date.
  </Accordion>

  <Accordion title="Activated Softphone subscription for an employee, assigned the employee as a Softphone User, but the account does not work / works with limitations">
    There is a confusion between the roles of SIP Account Owner, SIP Account User, Customer and Payer. In the described case, the employee is considered as a Customer (because a subscription was activated in his name), and the SIP account owner (the one who assigned the employee as a User) is considered as a Payer.

    Since the subscription does not apply to the Payer (if the Customer and the Payer are different persons), the SIP Account Owner is remaining with a free subscription, so he cannot assign Users to his SIP accounts.

    In order for there to be no restrictions, the Softphone Subscription Customer must strictly be a SIP Account Owner.

    See more at [Owner and user roles of SIP account](/en/docs/softphone/settings#roles).
  </Accordion>

  <Accordion title="The renewal is for a shorter period">
    I am trying to enter the subscription renewal period (for example, 12 months), but the renewal period is reset (for example, it becomes 1 month).

    This is due to renewing too early. Try renewing the subscription closer to the expiration date or contact support [@siptg\_support](https://t.me/siptg_support) with a request to renew the subscription in advance.
  </Accordion>
</AccordionGroup>

<Info>
  If you still have questions, contact us for help. For more details, see [How to Get Help](/en/docs#help).
</Info>