You may encounter the following error message when clicking on a recording link within your CRM:

Due to security purposes, it is required that you log in to the phone to access your recordings. This error occurs when the security token has timed out. There are a few steps you can take to troubleshoot.

The first steps you should take are:

However, if the issue still persists, please be sure that you are logged into the Aircall Web Application, which will grant your rights to listen to call recordings within your CRM. Please be sure that call recording has been activated on your phone numbers prior to reporting an issue to the support team.

All you need to do is navigate over to and log in with your Aircall account credentials. Close the web application (without logging out), then give your browser a refresh.

When you click on the call recording link again, the recording will play.

Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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