Help / Troubleshooting
Troubleshooting
When something looks wrong
Scarlett isn't answeringNine times out of ten the divert isn't actually on. Work through this in order to get calls reaching Scarlett.Calls aren't showing upA call isn't in your Inbox — usually it's in another folder, you answered it yourself, or your divert points at an old Scarlett number.Scarlett used the wrong business nameEither your business name is wrong, or the call reached an old Scarlett number that can't tell which business it was for. Here's how to tell which.No confirmation text was sentScarlett only texts when the caller said yes to one. If a caller didn't get a text, check whether she sent one and that the number could receive it.A call transfer didn't workA caller wasn't put through to a colleague. Usually the department is paused, the call didn't match it, or the number isn't one Scarlett can dial.Can't sign in, or lost your authenticatorWhat to do when a password isn't working, you've lost your two-factor device, or an invite link has expired.GlossaryPlain definitions of the Scarlett-specific words you'll meet — divert, your Scarlett number, tags, scenario, call forwarding and unattributed.
Still stuck? Email hello@getscarlett.ai with your business name and, if it’s about a call, roughly when it came in.