Issue

Some users may experience difficulty viewing incoming (and/or outgoing) call logs for the Australia (AU) region in the Twilio Console. This can result in missing call records or an empty log display, even when calls are being made or received.

Symptoms

• Incoming and/or outgoing call logs for the AU region are not visible in the Console.
• Other regions may display call logs as expected.
• The issue persists even after refreshing or re-logging into the Console.

Product

Programmable Voice

Cause

• Region-specific Console filters or settings may be affecting log visibility.
• The AU region may not be properly pinned or selected in the Console.
• Cached settings or UI glitches in the Console.

Resolution

1. Direct Link to AU Call Logs, This will work only if Voice is already pinned for Australia region in console, If not already pinned, Please go to "Explore Product", Go to Voice and pin Australia Region.
   • Access your AU region call logs directly using this link:
     AU Region Call Logs
2. Reset Region Pinning in Console
   • Go to Twilio Console Explore.
   • Unpin the "Australia" region for Voice.
   • Re-pin the "Voice AU1" region.
   • Return to the call logs page and check if the logs are now visible.
3. Check Filters and Date Ranges
   • Ensure that no restrictive filters (such as subaccount, date range, or direction) are set that could hide call logs.
   • Reset filters to default if needed.
4. Clear Browser Cache or Try Incognito Mode
   • Sometimes, cached settings or browser extensions can interfere with Console display. Try clearing your browser cache or accessing the Console in Incognito/Private mode.

Additional Information 

If you are unable to view incoming or outgoing call logs for the AU region in the Twilio Console, try accessing the direct AU logs link and resetting your region pinning. Review your filters and try a different browser session if needed. These steps resolve most visibility issues related to region-specific call logs.

• Confirm if call logs for other regions are visible to determine if the issue is AU-specific.
• If you have multiple subaccounts, ensure you are viewing the correct one.
• If the issue persists, collect screenshots and note any error messages for further investigation.