# Elevenlabs API key issue

**URL:** <https://forum.convai.com/t/elevenlabs-api-key-issue/6478>\
**Category:** Web SDK & Embeds\
**Tags:** websdk\
**Created:** [August 11, 2026, 11:35am UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478 "2026-08-11T11:35:46Z")\
**Posts on this page:** 5\
**Page:** 1

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**Author:** ![gayle](https://yyz2.discourse-cdn.com/flex004/user_avatar/forum.convai.com/gayle/32/5106_2.png) [@gayle](https://forum.convai.com/u/gayle)\
**Post date:** [August 11, 2026, 11:35am UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478/1 "2026-08-11T11:35:47Z")

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### What do you need help with?

Bug report

### Issue area

Audio Playback / AudioRenderer

### Impact

Blocker - I cannot continue

### Character ID

e42fae54-6861-11f0-b129-42010a7be01f

### Web SDK version

“@convai/web-sdk”: “^1.6.1”,

### Integration type

React

### Browser

Safari

### Operating system

iOS

### Where does it happen?

Production site

### Short summary

no elevenlabs private voice is playing

### What happened?

We have successfully connected the ElevenLabs API, and the voices are syncing correctly. The ElevenLabs voices are also visible when creating or updating avatars.

However, when we interact and talk with the avatar, the selected ElevenLabs voice does not play. The avatar responds correctly, but we don’t hear any audio output from the configured ElevenLabs voice.

Interestingly, if we switch the avatar to any other available voice, it works perfectly fine and the audio plays as expected. This makes us think the issue may be specifically related to the ElevenLabs voice configuration or integration.

Could you please help us understand what might be missing or if there is any additional configuration required to make the ElevenLabs voice work with the avatar?

Please let us know if you need any logs, configuration details, voice IDs, or other information from our side to investigate this issue.

### I checked the relevant documentation, resources, and similar forum posts before posting.

on

### I confirm that I did not include API keys, tokens, passwords, secrets, private character data, private conversation logs, or customer data.

on

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<div class="post-metadata">

**Author:** ![K3](https://yyz2.discourse-cdn.com/flex004/user_avatar/forum.convai.com/k3/32/2611_2.png) [@K3](https://forum.convai.com/u/K3)\
**Post date:** [August 11, 2026, 11:44am UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478/2 "2026-08-11T11:44:51Z")

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There have been some changes on the ElevenLabs API side. As I mentioned before, please use the [post](https://forum.convai.com/t/elevenlabs-new-api-key-sk-update/6466/20)I shared for this issue, since all updates are being posted there.

There’s no need to create a duplicate topic.

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<div class="post-metadata">

**Author:** ![gayle](https://yyz2.discourse-cdn.com/flex004/user_avatar/forum.convai.com/gayle/32/5106_2.png) [@gayle](https://forum.convai.com/u/gayle)\
**Post date:** [August 11, 2026, 12:03pm UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478/3 "2026-08-11T12:03:42Z")

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I followed your guidance, but when I start the video call, it never actually connects. It keeps showing **“Connecting”** and then gets disconnected.

Also, on the web side where I’m using the Convai SDK, there is no audio playing.

and Interestingly, if we switch the avatar to **any other available voice** , it works perfectly fine and the audio plays as expected. This makes us think the issue may be specifically related to the ElevenLabs voice configuration or integration.

---

<div class="post-metadata">

**Author:** ![ysinha](https://yyz2.discourse-cdn.com/flex004/user_avatar/forum.convai.com/ysinha/32/2627_2.png) [@ysinha](https://forum.convai.com/u/ysinha)\
**Post date:** [August 11, 2026, 3:33pm UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478/4 "2026-08-11T15:33:21Z")

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Hi Gayle, we reviewed the logs and confirmed that the API key and private voice are being resolved correctly. However, ElevenLabs is rejecting audio generation because the connected account does not support the required pcm\_44100 output format.

ElevenLabs requires a Pro plan or higher for 44.1 kHz PCM audio. Please upgrade the connected ElevenLabs workspace or select another available Convai voice. Regenerating the API key will not resolve this particular issue.

> **[ElevenLabs API Integration | Convai Documentation](https://docs.convai.com/api-docs/plugins-and-integrations/other-integrations/third-party-api-integrations/elevenlabs-api-integration)**
>
> This is a guide on how to integrate your ElevenLabs voices with Convai characters

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<div class="post-metadata">

**Author:** ![system](https://canada1.discourse-cdn.com/flex004/uploads/convai/original/1X/e60ef96aa7334c5ccf6682f6c6dbc20fcfa96b49.png) [@system](https://forum.convai.com/u/system)\
**Post date:** [September 23, 2026, 11:02am UTC](https://forum.convai.com/t/elevenlabs-api-key-issue/6478/5 "2026-09-23T11:02:08Z")

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