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Help

When something goes wrong

What to check when calls aren’t answered, lead alerts don’t arrive, a page won’t load or you can’t sign in, and how to reach a person.

These are the same answers TradeCatch customers see in the app. Where one says “open Help” or names a page, that’s inside TradeCatch once you’ve signed in. Sign in →

My calls aren't being answered. What do I check?

First, test it. Ring your business number from another phone and let it ring without answering.

If your phone rings and rings, forwarding isn't on. Dial the codes from the Forwarding page in Calls. If your voicemail answers, dial ##002# to clear it, then dial the codes again.

Vodafone pay-as-you-go can't forward calls, and landlines need your provider to set it up. If Calls still says it's setting up your number, it isn't live yet. Email us at support@tradecatch.ai if it's taking a while.

I'm not getting lead texts or emails.

You only get a lead alert when a caller describes a job. Check the call in your calls list to see if they did.

If you changed your mobile or email after going live, alerts still go to the old details. Email us at support@tradecatch.ai and we'll switch them over.

A page won't load, or the app looks broken.

Tap "Try again" on the page. If that doesn't work, close the app and open it again.

TradeCatch updates itself, so a refresh usually sorts it. If it keeps happening, email us at support@tradecatch.ai and tell us which page.

I can't log in, or I've forgotten my password.

On the sign-in page, tap "Forgot Password?". Enter your email address and we'll send you a link to set a new password. Check your spam folder if it doesn't arrive.

If you still can't get in, email us at support@tradecatch.ai from the address you signed up with.

Catch or the AI receptionist said something wrong to a customer.

Open the call in Calls and listen to the recording or read the transcript, so you know exactly what was said. Then ring or text the customer to put it right.

Check "Your business details" in Calls, under Settings, in case something there is out of date. Use "Start a test call" to hear how it answers now.

Please tell us too, so we can fix it. Open Help and choose "Send feedback", or email us at support@tradecatch.ai.

How do I get hold of a person?

Open Help and choose "Contact us", tell us what's wrong and send it. It goes straight to Rich, our founder, and he usually replies within one working day. If you'd rather email, it's support@tradecatch.ai.

To report a problem from inside the app, open Help and choose "Send feedback".