Your service is being set up

What the setup banner means, which steps are still open, and what works before your account is fully live.

If you see a blue banner reading "Your service is being set up" at the top of your dashboard, your organization hasn't finished onboarding yet. This article explains what that means and what to do about it.

Who sees this

The banner only shows to owners and admins — it's a setup task, not something the rest of your team needs to think about. It appears on every page until setup is complete, and then it's gone for good.

What it's telling you

The banner's message tells you exactly where things stand:

"N steps left to finish setting up. Outbound calling turns on once setup is complete." — you still have open steps. The count matches the steps still showing incomplete in your onboarding wizard.
"Everything required is done — your onboarding specialist will flip the switch to go live." — every required step is complete, and it's just waiting on final activation.

Either message links straight to Finish setup, which opens the same onboarding wizard from Your first 15 minutes.

Which steps are "required"

Not every step in the wizard has to be done before outbound calling turns on — only three do:

Service address — your validated 911 and tax address.
Agreements — your accepted Hey Quad agreements.
Billing — a payment method on file (or billing waived for you).

Business profile, phone numbers, team, your package, and text-message registration are all part of a complete setup, but none of them hold up going live. Open the wizard and check each step's status — anything not showing complete is where to go next.

What works while you're still set up

Inbound calls to a number you've bought already work, as soon as that number is routed to an extension, queue, or flow. You don't have to wait for the banner to disappear to receive calls.
Outbound calls wait until the three required steps above are all done. Once they are, outbound turns on by itself — nobody has to flip a switch by hand, and the banner will disappear.
Texting is independent of both. It's gated on its own by carrier registration (10DLC), not by this banner — see Set up text messaging.

If the banner won't go away

Open the wizard and look for any step that isn't marked complete — that's almost always the answer. A couple of things that trip people up:

The service address step needs the 911 location to finish validating, which happens automatically after you save the address but isn't always instant.
If you accepted your invitation while already signed in, agreements are usually already accepted for you — if that step still shows incomplete, open it and confirm directly.

If every step in the wizard shows complete and the banner is still there, or you're not sure what's left, contact your onboarding specialist or reach support — mention your organization name and they can tell you exactly what's outstanding.

Your first 15 minutes — the full walkthrough, step by step.
Set up your first call flow — once you're live, build out routing beyond a single extension.

Back to Getting started