When something goes wrong

Calls still go to voicemail or keep ringing

Forwarding isn’t on, or isn’t on for the kind of call you tried.

• If you forward calls you don’t answer, your phone rings first. Your phone company decides how many rings come before the call forwards.
• Follow your phone company’s steps again on Forward your calls, then test your forwarding.
• Still going to voicemail? Ask your phone company to check the forwarding on your line.

No calls yet

A call reaches your receptionist only when all three are true:

• You have your number. Home’s setup list shows Get your number until you do.
• Your phone company forwards to it. Open Call forwarding and choose Check forwarding now.
• The call is one you chose. With After hours only under Which calls come here, calls while you’re open ring your phone as before.

A caller who hangs up before your receptionist answers is listed under Missed, not as an answered call.

To hear it before any of that, see Make a test call from the app.

Callers hear a busy signal

If Answer calls from anyone is off under Who can call, only test calls are answered and other callers hear a busy signal. A blocked number, a hidden number or a caller who called many times can hear it too: Turned away by these rules shows why. Contact support if your callers hear it.

A test call isn’t in Inbox

Open Inbox again, or pull down on the list on your phone. A new call can take a few seconds to appear.

Still missing? The call may not have reached the receptionist. Check your forwarding, or contact support with the call’s date and time.

The receptionist said something wrong

It answers only from the facts you saved. Check them in Business, fix what is wrong and choose Save. Calls that already started keep their old facts.

It’s an AI and can misunderstand a caller, so read the transcript in the call’s record.

A booking looks wrong

Check your Google Calendar before you book again.

• Booking pending

  The request went to your calendar and the answer isn’t back yet.

• Outcome unknown

  It can’t tell whether the booking went through.

What the Home status means

• Paused: you paused your receptionist. To answer calls again, resume it on the Pause page.
• Ready for calls: live calling is switched on for your business.
• Setup in progress: live calling isn’t on yet.
• Status not confirmed: the app couldn’t get a fresh service status. It checks again every minute; contact support if it stays.

Home’s setup list has its own Call forwarding row, showing what the app currently knows about your forwarding.

While setup needs something, the Setup card sits on top of Home; its headline says how many things need attention, or how many of the required checks are done. Once everything is ready, the headline is Ready for calls with Everything is set up under it, and the card is no longer on top. Tap it to see every check and open the one that needs you.

If your free trial ended or its minutes are used up, Home says so, and callers are turned away. You’ll find them under Turned away in Inbox.

Nobody answers, or callers hear an error

1. Stop forwarding first, so calls ring your own phone.
2. Then contact support, with the time it happened.

When a problem on our side affects calls, a banner at the top of the app says so, for everyone on your team. Choose Details to read more in Help. If we also send a push and an email, they’re titled “Service update”, and the notice is in Inbox. When it’s fixed, the banner says Resolved for a day.

Callers your receptionist couldn’t answer meanwhile show in Inbox as Missed calls, so you can call them back.

A backup route for when the receptionist can’t answer is planned.

You changed phone, plan or phone company

Forwarding can stop or change when you do. Follow your phone company’s steps on Forward your calls, then test your forwarding again.

A forwarding code didn’t work

Don’t try codes from other websites or other phone companies: a code can do something else on another network. Follow your phone company’s own support page, or call them and ask.

If you’re not sure what’s set now, ask them to turn off all call forwarding, then start again.

Notifications not arriving

To set them up, see Notifications. If they don’t arrive, open Settings in the app, choose Notifications and check each part.

• This phone: if it says this phone doesn’t get notifications, choose Turn on notifications and allow them when your phone asks.
• If it says notifications for this app are off in Android settings, choose Open Android settings and allow them there.
• Alerts in the iPhone app are planned. Until then, an iPhone gets them from the web app on its Home Screen, or by email.
• Email: notifications go only to an address you confirmed with its code. No code? Check the address, then choose Send a new code.
• What to send: only what you switched on there sends a notification. A test call sends one like any other call.

Talk to VoiceDog

On a phone, tap “Talk to VoiceDog” at the bottom of Home, Inbox, Contacts or Business. On a wider screen, choose “VoiceDog Agent” in the menu at the side. Or open Settings, Help center, Ask a question.

Your conversations with VoiceDog are yours. No one else in your business can open them, the owner included.

Our team sees a conversation only when you choose Talk to a person. Your words, the conversation and the details shown with it are sent to us then.

It answers from these help pages, your setup, and your calls, bookings, texts and customers. It reads only what your role can open: a member gets no answers about money booked or the plan’s minutes, and only the owner gets what the business was charged.

It can’t change anything. It only reads. To change a setting, it points you to the page.

When the VoiceDog Agent is off, the same page sends your message to our support team, who reply by email, usually within one business day.