VAPI•5mo ago

Frequent Call Failures – Error: call.in-progress.error-providerfault-eleven-labs-500-server-error

Dear VAPI Support Team,
We’ve been experiencing repeated call interruptions due to the following error:
call.in-progress.error-providerfault-eleven-labs-500-server-error

This occurs mid-conversation and appears to originate from a server-side issue with ElevenLabs. Below are some recent callIds where this error occurred:

Call ID
Date & Time (UTC)

8338f286-b1f6-499d-96ec-6120c7cca8ee
August 7, 2025, 15:59

8801e645-a711-46e5-bfec-5e87aacce791
August 6, 2025, 18:29

f91ea64c-43b0-45e1-aa36-78c210a6d509
August 6, 2025, 16:44

76eb4a46-69a8-48cd-9222-76074f1fe8f8
August 6, 2025, 16:28

9ac21030-ea41-4363-853e-a5dd61c374e0
July 6, 2025, 22:51

Could you please investigate these calls and confirm whether the issue lies with ElevenLabs? Additionally, we would appreciate any suggestions or workarounds such as implementing a fallback provider, retry mechanism, or any limitations we should be aware of when using ElevenLabs.

Please let me know if you need any additional details.

Best regards,

Vapi Support BotAPP•8/7/25, 9:16 AM

To mitigate interruptions from ElevenLabs errors, configure a voice fallback plan so your assistant automatically switches to another provider if the primary fails.
Here’s a sample configuration snippet for your assistant’s voice settings:

"voice": {
  "provider": "elevenlabs",
  "voiceId": "your-elevenlabs-voice-id",
  "fallbackPlan": {
    "voices": [
      { "provider": "openai", "voiceId": "shimmer" },
      { "provider": "playht", "voiceId": "jennifer" }
    ]
  }
}

"voice": {
  "provider": "elevenlabs",
  "voiceId": "your-elevenlabs-voice-id",
  "fallbackPlan": {
    "voices": [
      { "provider": "openai", "voiceId": "shimmer" },
      { "provider": "playht", "voiceId": "jennifer" }
    ]
  }
}

Set this via the API; Vapi will try each fallback in order if a failure occurs.
See full details in the documentation.

Sources:

⤵️ Mention @Vapi Support Bot for follow-ups 🐥

KyleAPP•8/8/25, 6:24 PM

Hi, is it fixed now?

yucky-gold•8/12/25, 9:03 AM

We are getting the same, is it related to Optimize Streaming Latency parameter?

hurt-tomato•9/9/25, 11:46 AM

We are sssing this still, around 2-3% of calls get this error.

yucky-gold•10/2/25, 11:15 AM

We are not getting this anymore. so solved from our perspecitve

Frequent Call Failures – Error: call.in-progress.error-providerfault-eleven-labs-500-server-error

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