What's happening

You expected to see a call, but it isn't in your Inbox. Every call Scarlett answers lands there, in the Calls folder. Work through these in order.

1. Check the right folder

Open Inbox and pick Calls from the folder list (on a phone, tap Calls in the bar at the bottom). If you archived the conversation, it's in the Archived folder. You can also search the Inbox for the caller's name or number. See Read and act on your calls.

2. Did Scarlett actually answer it?

Only calls Scarlett answers are logged. If you picked up yourself — because the call came in outside the hours you set in When Scarlett answers, or because Scarlett was switched off with the switch in the top bar — there's no call in the Inbox.

3. Your divert may point at an old number

Every account has its own Scarlett number. If you set your divert before yours existed, it may still point at the old shared Scarlett line. Calls there can't be matched to you, so Scarlett answers as a general answering service and the call doesn't reach your Inbox.

Open Scarlett number (in the menu under Set up Scarlett) and compare the number at the top with the one you dialled in your divert code. If they're different, re-dial the code with the number shown — see Point your calls at Scarlett.

What's next

• Get your own Scarlett line — find your number.
• Test your divert and read the result — confirm calls are arriving.
• Scarlett used the wrong business name — the same cause, heard on the call.