If a call recording is missing, first confirm that recording was enabled for that session before the call and that the session ended normally. A call being visible in history does not prove a recording was started or retained.
Check the session
Open the completed session and look for its recording or replay status. Processing may continue after the call ends. Check whether the correct coach account and organization are selected, and whether the recording is private or shared with participants.
Check your access
Recording availability depends on the plan and settings assigned to your account. Open Plan & Billing and the session settings, then contact support with the session ID and time if the recording should exist. Do not assume an old Growth, Scale, or Pro label settles the current entitlement.
Storage and migration
Upload and retention limits vary by workflow. Coachful does not promise unlimited replay storage in this article. If you plan to import a large recording library, share file counts, sizes, formats, and access requirements with support for a scoped answer.