Who can use this: Any team member
Available on: Any Gong plan
If a call did not record, review the sections below to find the cause. Start with the quick self-check, then move to the section that matches your issue. If none of the checks resolve it, contact your Tech admin. Some recording settings can only be changed at the company level.
Quick self-check
Run these two checks before anything else. They catch the most common causes in under a minute.
Check 1: Confirm your recording is connected: Go to My settings and look at the Web conference recording section. You should see a green checkmark next to the types of calls you expect to record. If you see a Connect button instead, click it to give Gong permission to access your calendar. If clicking Connect does not resolve it, contact your Tech admin.
Check 2: Look at the call in Gong: Find the call on your home page or in your call library. Hover over it, and then Gong may show a reason why the recording was skipped. If you see an issue listed, review it in the sections below. For the full list of skip codes and their meanings, see Skip codes for unrecorded calls and meetings.
Meeting setup issues
Most recordings are missed because of how the meeting was set up. Check each of the following:
The meeting was scheduled less than 30 minutes in advance. Gong needs a 30-minute window to scan the calendar and prepare to join. For last-minute meetings, add the Gong recorder manually or schedule the recording from your home page. See Record a call.
The conferencing URL was missing, invalid, or added too late. Gong uses the meeting URL to join. A valid URL opens directly in the conferencing platform and includes everything needed to join. Do not include shortened links or redirects. If the URL was added after Gong already scanned the invite, Gong may have missed it. For a missing or invalid URL, the relevant code may be NO_URL, NO_VALID_URLS, or INVALID_MEETING_URL; BAD_SCHEDULE is generally used when the meeting was not available at the planned time.
The meeting was marked as private in your calendar. A private calendar event hides its details from Gong, so Gong cannot analyze or join it. If you change an already scheduled event to private, do so at least two hours before the meeting to prevent recording. The relevant meeting code may be PRIVATE_OR_CONFIDENTIAL.
The meeting was canceled or rescheduled close to the start time. If the calendar event was updated after Gong had already sent the Gong recorder, Gong may have joined and found no active meeting. Skip code you may see: CANCELED or BAD_SCHEDULE.
The call was blocked by a company rule. Your Tech admin may have set up a blocklist of email addresses, domains, or phrases that automatically exclude meetings from recording. The relevant code may be EVENT_BLOCKLISTED for a meeting or CALL_BLOCKLISTED for a call.
The meeting was too long or too short. Gong can process recordings up to six hours. Calls shorter than 30 seconds may not be recorded or processed. For a longer meeting, create two meetings or stop the call for a break.
Organizer, host, and participant issues
Recording eligibility depends on who organized and who hosted the call, not just who attended. This is the most common source of confusion when a call looks like it should have recorded but did not.
The organizer did not accept the invite or declined it. Gong records meetings based on the organizers calendar. If the organizer declined the invite or removed themselves from the event, Gong may treat the meeting as canceled.
The meeting was organized from an email address that Gong does not recognize. Gong primarily associates meetings with the primary email address in your Gong profile. Meetings organized from additional addresses may not be imported unless those addresses are configured by your Tech admin.
The meeting was organized externally. Calls hosted by someone outside your company are not automatically recorded in some configurations. Invite the Gong recorder when you need to record an externally hosted call.
Your company uses an organizer-only recording rule. Some companies record only when the organizer or host is configured to record. Others record when at least one eligible participant is present. If your company uses the organizer-only rule, a call organized by someone outside your team may not record automatically.
A participant is set to Never record. Calls with a participant who is set to Never record are not recorded automatically, even if the host is configured to record. Calls scheduled from the Gong Home page are an exception.
The Zoom account and Gong profile do not match. For Zoom, the Zoom user or host must match the corresponding Gong user. If you schedule a meeting on behalf of someone else using your own Zoom account, Zoom may identify you as the host and Gong may not associate the call with the intended user. This can affect both native Zoom recording and Bot recording.
The host left without assigning another host. Some conferencing platforms end the meeting when the host leaves. If you are the host and need to leave early, assign another attendee as host before you go so recording continues.
Consent and access blockers
These causes are less obvious because they often show no visible error until after the meeting.
A participant declined consent. If your company uses enforced consent, any participant who clicks "Join but don't record" when joining blocks the recording. Skip code you may see: COMPLIANCE_USER_REQUEST.
The consent link was not used. If your company enforces consent, the meeting link must be a consent-enabled Gong link. A standard conferencing link from Zoom or Teams does not trigger consent collection. Skip codes you may see: COMPLIANCE_ENFORCING or COMPLIANCE_SYSTEM_DECISION.
The Gong recorder was not admitted. If the meeting has a waiting room and no one admitted the Gong recorder, it could not join. The Gong recorder shows up as a participant called Gong Recorder. Skip codes you may see: DENIED_ENTRY or CONNECTOR_WAS_NOT_APPROVED.
The Gong recorder was blocked by a CAPTCHA. Microsoft Teams meetings with non-authenticated participant settings can trigger a CAPTCHA that the Gong recorder cannot pass. Skip code you may see: CAPTCHA_VERIFICATION_BLOCKED_BOT. Contact your Tech admin to check the Teams meeting settings.
The Gong recorder could not play the audio announcement. If your company's consent settings require an audio announcement at the start of the call and the bot could not play it, the recording was blocked. Skip code you may see: COMPLIANCE_AUDIO_ANNOUNCEMENT.
Zoom-specific checks
Zoom has additional recording requirements beyond the general checks above.
For native Zoom recording: You must have a valid Zoom license with auto-recording permissions enabled. The Zoom team member must match the Gong team member. The person whose Gong profile is linked must be the same person who holds the Zoom meeting. If there is a mismatch, the recording will not be captured.
Native Zoom recording may not work when the meeting is hosted externally, the host does not have the required Gong permissions, or the user's Zoom settings are incompatible.
For bot recording on Zoom: Make sure Record to computer files is enabled in your Zoom settings. When the Gong recorder joins, it may request permission to record. This may have been pre-approved by your Tech admin, but if it was not, the recording will not start until permission is granted.
Note:
If you use Zoom and are still seeing missed recordings after checking the above, the issue may be a Zoom-side failure. For example, it could be a host connection problem, licensing mismatch, or provider retrieval error. These require Tech admin involvement.
Things only your tech admin can check
If none of the above explains the missed recording, ask your Tech admin to review the following in your company's Gong settings.
Your data capture settings. Your profile must be enabled for recording. A green microphone icon next to your name in the team members page confirms this.
Your company's global recording rule. Some companies record only when the organizer is set to be recorded. Others record when any eligible participant is present. If your company uses the organizer-only rule, calls you attend but do not organize will not record automatically.
Whether internal or external meetings are recorded. If your company does not record internal meetings, calls with no external participants will never record automatically.
Whether the conferencing provider is enabled. If the provider used for the meeting has been disabled in Gong, calls from that provider will not record. Skip code you may see: CALL_PROVIDER_DISABLED_FOR_COMPANY.
The Call Status report. Tech admins and Business admins can generate a call status report that lists all non-recorded calls with their skip codes. This is the fastest way to identify a pattern across multiple missed recordings. Data from the previous 24 hours may not appear.
Frequently asked questions
If the call appears in Gong but there is no recording, is it lost?
Not necessarily. If the call was recent, it may still be processing. Wait a few minutes and refresh. If the call has finished processing, open the call or hover over its Not recorded status to see the reason or skip code. Check the relevant section above. A missing recording can reflect a skipped, canceled, unsupported, or provider-retrieval issue, so do not assume it was simply skipped.
My calls have been recording fine and then suddenly stopped, what should I check?
A sudden change usually means something at the company level changed, like a new consent policy, a provider being disabled, or a recording rule update. Check My settings first to confirm your connection is still green, then contact your Tech admin to check whether any recording settings were recently changed.
I use a secondary email address for some meetings, will those record?
Meetings you organize from a secondary email address that is not your primary Gong profile address are not automatically imported to Gong. Your Tech admin can add additional email addresses to your profile, but meetings organized from those addresses follow your company's rules about whether secondary-address meetings are captured. Check with your Tech admin if you regularly host meetings from a non-primary address.
A customer said they were not told the call was being recorded, what happened?
If your company uses consent-enabled meeting links, the consent notification should be delivered automatically when the customer joins. If they were not notified, the meeting link used may not have been a consent-enabled Gong link. If consent is enforced, verify that the meeting used the correct Gong consent-enabled link and that participants could access the consent page. Check with your Tech admin to confirm the correct link type for your consent configuration.