What's happening

Calls aren't reaching Scarlett. Nine times out of ten, the divert isn't actually on — it lives on your phone network, not in the app, so it's easy for it to be off without the app knowing.

Work through it in order

1. Is Scarlett switched on? The switch in the top bar (on Home in the phone app) reads Scarlett on or Scarlett off. While she's off, she never picks up: calls ring the phone you chose when you switched her off, or callers hear a short sorry message. Only the owner can switch her back on.
2. Has the divert ever worked? Open Scarlett number (in the menu under Set up Scarlett). If it doesn't show Divert working, set it up with Point your calls at Scarlett.
3. Is it pointing at your number? The number in your divert code must be the one at the top of the Scarlett number page. A divert set up before you had your own number may point at an old one — re-dial it.
4. Ring your business number from another phone, then press Test my connection. Read the result.
5. Did you dial the code from the right phone? The divert must be set on the phone that receives your business number.
6. Is the divert what you expect? After a few rings lets your phone ring first; When it goes to answerphone only diverts when you're on another call or decline it. If you wanted every call, use Straight away.
7. Have you set answering hours? Outside the hours in When Scarlett answers (Train Scarlett → Business, under Hours), your phone rings first and Scarlett only picks up if you don't.
8. Did you change SIM, handset or network? Diverts don't survive a network change — re-dial the code.
9. Still nothing? Email hello@getscarlett.ai with the number you dialled from and roughly when.

What's next

• Point your calls at Scarlett — set the divert.
• Test your divert and read the result — prove it's on.
• Calls aren't showing up — she answered, but nothing's in the Inbox.