If your calls aren’t being automatically recorded, check the following before contacting your tech admin:
Make sure you're set up to record
Go to My Settings and confirm there's a green checkmark for the types of calls you expect to record and specifically under Web conference recording.
If there’s no checkmark, and there is a Connect button, click it to give Gong permission to connect to your mailbox. If this doesn’t solve the issue, contact your tech admin.
Check calendar and invite details
Schedule meetings at least 30 minutes in advance: Gong needs time to scan your calendar and prepare the bot to join. Last-minute scheduling can prevent recordings.
Add a valid web conferencing URL to the event: Gong uses this link to join the meeting. Without it, the call won’t be recorded. A valid web conferencing URL is a meeting link that:
Opens directly in the video conferencing platform
Includes all necessary information to join the call, like the meeting ID and password (if required)
Is not shortened or redirected through services like Bitly or custom URLs, which Gong might not recognize
Is placed directly in the calendar invite
Avoid adding the URL at the last minute: If the link is added too close to the start time, invite the Gong assistant to the call as Gong may not pick it up in time to join.
In your calendar, don’t mark the meeting as Private: This hides the event details from Gong, so it can’t analyze or join the call.
Make sure you accept the invite: If you decline or don’t respond, Gong may treat the meeting as canceled and skip it.
Start the meeting on time: If it begins more than about 10 minutes late, Gong may miss it.
Use your primary email address: Gong records meetings associated with the main email address listed in your Gong profile.
If you have more than one work email address: Your tech admin may have defined additional email addresses for you.
Meetings you organize from additional email addresses aren’t imported to Gong. If you join a meeting from one of these addresses, Gong may still recognize you as a company employee and, depending on your company settings, will only record the meeting if internal meetings are set to be recorded.
If you host a meeting from an email address unknown to Gong, the meeting won’t be recorded.
External calls
Calls hosted by someone from outside your company aren’t automatically recorded. Invite the Gong assistant to record calls hosted by someone outside your company.
Know your company’s consent setup
Check your company’s consent policy with your tech admin.
If consent is required or enforced, make sure you're scheduling meetings in a way that captures it
For companies with enforced consent, Gong won’t record unless consent is obtained correctly.
Meeting length
Limit calls to 7 hours or less as Gong can’t process recordings longer than 7 hours.
Meetings where recording is not scheduled
Calls that won’t be recorded include:
Face-to-face meetings, or when a web-conference URL is not included in the invite
When your customer schedules the call and the Gong assistant isn’t invited
Non-recorded meetings are an important part of deal activity, and are shown in Gong when we know about them.
Web conference settings
Your web conference provider should be set as follows:
Allow Gong access to the meeting room: If your meeting has a waiting room, make sure the Gong bot is admitted manually or automatically.
Assign another host before leaving the meeting, if you’re the call owner: Some platforms end the call when the host leaves. Assigning a new host allows Gong to keep recording.
For meetings recorded with Zoom
If Gong doesn’t recognize a participant’s display name, Gong may not be able to associate call participants with Gong users resulting in the call not being recorded. This is relevant for both native Zoom recording and recording with the Gong bot.
Native Zoom recording:
You must have a valid Zoom license.
You must have permissions in Zoom for auto-recording.
The Zoom user must match the Gong user. For example, if you create a meeting on behalf of someone else and use your Zoom login to set up the meeting, you will be the meeting host and when the other person connects, the meeting won’t be recorded.
Gong bot recording:
Make sure Record to computer files is enabled in Zoom.
When requested, give the Gong bot permission to record the meeting. This may have been set automatically by your tech admin.
For meetings recorded with MS Teams or WebEx
Participants may need to pass a CAPTCHA to join the call. Depending on the provider settings, non-authenticated users such as the Gong bot can be prevented from joining and recording calls.
Check with your tech admin
Some settings are controlled at the company level and may prevent your calls from being recorded. If calls aren't being captured, ask your tech admin to check:
Whether your data capture settings are turned on: When these settings are enabled, calls you are on can be recorded automatically.
If your profile is set up correctly: The admin can verify your recording status by checking for a green microphone icon next to your name in the Team members page.
The company’s global recording settings: Companies can choose to record calls only if the meeting organizer is set to be recorded, or to record any call where at least one participant is set to be recorded.
Whether your company records internal meetings, external meetings, or both: If internal meetings aren’t set to be recorded, calls that only have participants within the company won’t be automatically recorded.
Whether the web conference provider is integrated with Gong: Calls won’t be recorded if the web conference provider hasn’t been enabled and configured.
Whether any of the participants are set to Never record: Calls with participants who are set to never record won’t be recorded even if the call host is set to record.
Whether the meeting is set not to record due to exclusion rules: Your company can set the following lists to prevent automatic recording of certain meetings, such as management meetings:
Domains
Email addresses
Keywords in the title
If any of the meeting details match values in these lists, the call won’t be recorded.
If the recording was skipped
Some calls are not recorded based on circumstances that occur at the beginning of the call. The reason is shown in Gong when hovering over 
which appears on the call.
See what you can do to make sure calls are recorded, and when to contact support:
Canceled
Description: This message appears for any of these reasons:
The meeting was canceled.
The meeting was deleted from the organizer's calendar.
The organizer declined the invite.
What to do: Confirm with the host if the meeting was indeed canceled.
Conversation too short
Description: Calls that are shorter than 30 seconds aren't recorded - Gong can only process calls that are at least that long.
What to do: Make sure that your calls are longer than 30 seconds. Keep in mind that Gong doesn't believe a call is happening unless it hears audio. For example, if you start a demo and then mutes the prospect or calls them directly, Gong won't hear any call audio and thinks the meeting ended.
Could not be processed
Description: This usually indicates a minor issue with your video conferencing provider.
What to do: Contact Gong Support with the call URL.
Gong recorder denied from joining
Description: This indicates that the host had the "waiting room" feature enabled, and subsequently did not allow the Gong recorder to join the call. Nobody puts baby in a corner.
What to do: Confirm with the host whether they have the waiting room feature enabled. If so, make sure they remember to explicitly allow Gong to enter the meeting so we can record it.
If you are using Microsoft Teams, this may indicate that your company requires all participants to verify that they are people, preventing the bot from joining the call.
Gong recorder dismissed
Description: This indicates that the host or organizer kicked the Gong recorder out of the meeting. If this happens, Gong can't record the rest of the meeting.
What to do: Check with the host whether they dismissed the Gong recorder as an attendee.
Gong recorder stopped recording
Description: It appears that the recorder joined the web conference, but after a couple of minutes the recorder left, and the call wasn't recorded. This issue can occur when the participants pane is hidden, and therefore Gong cannot verify that the participants are in the meeting.
What to do: The source of this problem is in the application settings: change the settings so that the Gong recorder has visibility into who's on the call.
Check this article to see how to resolve this issue for GoToMeeting.
Invalid meeting link
Description: This indicates that the meeting link URL is not working or is improperly formatted. If so, Gong can't join the meeting.
What to do: Confirm that the URL is correct in your conferencing provider settings.
Description: This indicates that the meeting was scheduled too close to the starting time. Gong requires a 30-minute window from when the calendar event was scheduled with a meeting URL to the meeting time to join.
What to do: Try to schedule your meetings in advance as much as possible. If you do need to schedule a meeting at the last minute, use the Schedule option on the homepage. For more details, see Record an impromptu call.
Meeting was full
Description: This indicates that the number of participants in the meeting was the maximum allowed. In this case, Gong can't join the meeting to record it.
What to do: This is a very rare error. If you need to invite a lot of participants, check the maximum number your web conferencing provider allows.
No show
Description: This indicates that no one joined the meeting except the host. Gong doesn't record meetings unless someone else joins the call. Joining the call means that someone must join the voice conference line or VoIP. Sometimes there is an option to join the screen share and use a phone line to hear the audio - Gong won't register the telephony call and will assume nobody else joined the call.
What to do: Make sure your participants join your web conference calls using the audio channel.
Password was required
Description: This indicates the meeting room had a password but that Gong did not know the password (i.e. it was not included in the meeting invitation).
What to do: Make sure that the web conference link includes the password so participants (including Gong) can join in one click.
Recording consent withheld
Description: This indicates that at least one participant refused to give consent to be recorded.
What to do: If anyone on your call does not give consent, the call is not recorded and there's nothing you can do about this.
Schedule changed
Description: This indicates that the calendar event was rescheduled from an earlier time. Gong attempts to record the call in the new time. Gong shows the old call before it was rescheduled so that you can see it was rescheduled.
What to do: Join the call at the rescheduled time!
No VOIP
Description: This indicates that the owner of the meeting URL didn't allow participants to join via VoIP. To record, Gong requires the ability to join the meeting via VoIP.
What to do: This setting applies on a user-by-user basis, so each call host should make sure they allow attendees to join via computer. Read the instructions for GoToMeeting or Zoom.
GoToMeeting Web App disabled
Description: This indicates that the GoToMeeting Web App feature isn't enabled. This feature needs to be enabled for the meeting URL so that Gong can join and record the meeting.
What to do: You can fix this in your GoToMeeting settings. Keep in mind that this is a user-level setting. So if an Account Executive is using an SDR's GoToMeeting URL, the SDR's setting is the one that needs to be changed.
Internal meeting
Description: Some org's elect to only record meetings that have at least one external participant. If this is how your organization has set up recording, Gong won't record the call unless it identifies invitees with an email address from a different domain.
What to do: Check your settings to see whether they're set to not record internal meetings. If so, ask your Admin whether this is intentional or can be updated in your org settings.
Technical issue
Description: This usually indicates a minor issue with your video conferencing provider.
What to do: Contact Gong Support with the call URL.