Support | Secure Speak

Common issues

It didn't record anything! (or the recording is blank/silent)

Dang. Well here's what happened. When you do a 3-way call on an iPhone, it puts the 1st person on hold while you dial the 2nd. If you don't press the 'Merge Calls' button after the 2nd person picks up, the 1st person will stay on hold. If that's the Secure Speak number, that means it's just sitting in the background not hearing, and therefore not recording, any of the conversation.

There's no way for us to recover the conversation, since we never actually heard any of it. I know it sucks, but that's just the way it works. So be careful! And always remeber to hit that 'Merge Calls' button!

I can't merge calls (button isn't enabled)

This is a common error. It has to do with the signal strength and bandwidth available by your cell provider. If you're in a weak signal zone, or the network is really busy, it'll sometimes take up to 30 seconds for the 'merge calls' button to light up. This is because it uses more bandwidth to make 2 calls at the same time. This is most common with Verizon, but we've seen it with just about all the carriers.

My number isn't recognized by Secure Speak

When you call in to record, we look at the incoming caller ID to know that it's you. Most errors are because you've hidden your caller ID. If you're on an iPhone, make sure you're showing your caller ID by going to Settings > Phone > Show My Caller ID. It needs to be enabled (toggle so it's green).

I can't 3-way calls

Unfortunately that's just how Secure Speak works. There is one workaround, but we only provide it for our enterprise customers. Contact support@securespeak.com if you're interested in enabling this additional paid feature.

Can't find the answer?

Check our our Frequently Asked Questions page or contact support for help with your specific situation.