Call marked as "canceled" despite a successful 15-minute conversation

Sendbird Voice/Video Calls
1

[Problem/Question]
A call is marked as canceled, but the user claims the call actually lasted around 15 minutes.
Because of the canceled status, the call was not billed, even though the user insists the conversation was completed normally.

This is causing confusion and repeated CS inquiries on our side.

[SDK Version]

  • SDK: (Please confirm — e.g. Calls SDK v1.12.3)

  • Platform: (iOS / Android)

  • Environment: Production

[Reproduction Steps]

  1. User initiates a voice call.

  2. The call is connected and the user claims the conversation lasts approximately 15 minutes.

  3. After the call ends, the call record appears with status canceled.

  4. Billing is not processed due to the canceled status.

(Unfortunately, we are not able to consistently reproduce this issue internally.)

[Frequency]

  • Occasional, but recurring.

  • Similar cases have been reported more than once.

[Current Impact]

  • Users report being charged incorrectly or not being charged despite having completed a call.

  • Our CS team must manually handle complaints and verification.

  • This creates operational overhead and reduces user trust.

We would like to understand:

  • Under what conditions a call can be marked as canceled even when a real conversation occurred.

  • Whether this is a known issue or expected behavior.

  • How we can prevent or properly handle this scenario moving forward.

We can provide call IDs, timestamps, and user IDs if needed.

Thank you for your support.

3

Hello,
Welcome to Sendbird Community!

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4

Hello,

I’m following up as Support Access is not enabled yet. To proceed with further investigation, could you please enable Support Access?

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