Common questions

That is almost always the forwarding. Your line has to be pointed at us before Sam hears anything, and that switch lives with your phone company rather than with us — which is why we cannot see it from here.

Do thisRing your own number and listen. If you hear your own voicemail, the forwarding is not on yet.

Some phones, iPhones especially, will not dial a star code from a link. Your line is fine. A few carriers also use a different code, or want forwarding switched on from your account with them instead.

Do thisDial the code shown under the link by hand, or ring us and Sam will read it to you one digit at a time. If there is still no tone, Sam raises a ticket and we reply by email with the steps for your carrier.

On most lines, dial *73 on the same phone and wait for the tone. Your calls come straight back to you from that moment, your number is untouched, and you do not have to tell us first. Your plan carries on until you ask us to close the account.

Do thisDial *73 on the handset itself.

That is a different setting — your phone rings first and Sam picks up what you miss. The code for it varies more between carriers than the usual one, so it is worth getting the right one rather than guessing.

Do thisRing us and Sam will read you the usual code for it. If there is no tone, Sam raises a ticket and we reply by email with your carrier's.

Sam can only put jobs in your diary once your calendar is connected, and only while both permissions are still on. If either was unticked, or you have since removed our access, Sam still answers the call and takes the details, but cannot offer a time.

Do thisReconnect your calendar from the link in your setup email, and leave both tick boxes on.

Your number and your account are unaffected. Forwarding lives with your phone company, so a new handset usually keeps it, but a new SIM, a new carrier or a reset can drop it.

Do thisRing your own number from another phone. If you hear your own voicemail, ring us and Sam will read you the code to put it back on.

Sam checks your calendar before offering any time, so this usually means the job it clashed with was not in there — or the calendar permission that lets Sam see when you are busy has been turned off.

Do thisCheck the clashing job is in the calendar you connected to us.

It is the CBI number printed on every invoice we send you. It never has O, 0, I, 1, S or 5 in it, so anything that looks like one of those is a misread; look again.

Do thisLook at the top of any invoice from us.

On the phone, three things: your CBI number, your business name, and the number your customers call. There is no password anywhere, which is deliberate — it means nothing to lose or reset. To see your calls on the account page, we text a six-digit code to the number on your account instead.

Do thisHave all three to hand when you ring.

You can move up or down whenever you like. Moving up takes effect once the invoice for it is paid; moving down starts at the end of the billing month you are in. There is nothing part-month in either direction.

Do thisRing us or use the form on your account page, and we will set it going.

Your phone keeps being answered. We do not cut anybody off for going over. The extra time shows up on your next invoice at $15 for each hour or part of one, and most shops never reach it.

It goes to the email address on your account, with a PDF attached, usually within minutes of signing up. If it is not there, it is worth a look in your junk folder first — and if it is genuinely missing, we will send it again.

Do thisRing us with your CBI number, your business name and the number your customers call, and Sam will raise a ticket to get it sent again.