Troubleshooting

The call didn't come

Check these, in order:

1. Is there a usual time? Home says "No usual time yet" until you set one. See Set the usual call time.
2. Are calls paused? The Schedule tab says "Calls are paused." Select Resume at this time.
3. Did it go unanswered? Look at Sessions, on the All calls tab. "No answer" or "Voicemail answered" means it rang but was not picked up. See Missed calls and All calls.
4. Does their phone let unknown numbers ring? Call screening, "silence unknown callers" and do-not-disturb can send the call straight to voicemail. Save Rosie's number as a contact after the first call.

The call hung up as soon as they answered

Rosie listens for answering machines, and hangs up on anything that sounds like one:

• Call screening. Services that answer unknown numbers for you and ask who is calling (Google Voice's call screening, or a phone's built-in call screen) sound like voicemail. Turn screening off, or save Rosie's number as a contact so it rings straight through.
• A long greeting. Six seconds or more of talking when picking up can sound like a machine. Ask them to answer with a short "Hello?".

In All calls, these show as "Voicemail answered".

Call now shows a message instead of calling

• "Please wait … before requesting another call": calls need twenty minutes after the last call ends, even if it was not answered. The button shows the remaining wait. An administrator of your family can choose Call again now, enter a reason and confirm to override just this wait. The request is recorded; calling hours, permission and existing bookings still apply.
• Outside their days and hours, or before 8 a.m. or after 8 p.m. their time, calls can't be placed.

See Place a call now.

Rosie said "calls are paused" or calls stopped

After they decline recording or ask not to be called, calls stop and you get an email. See Pause or stop calls.

I can't sign in

• The code comes by email (or by text, if you chose Use phone). Check your spam or junk folder, and wait a minute before asking for another.
• Make sure you are using the same email address you signed up with.
• Invitations to someone's own sign-in only work with the email address they were sent to, and for seven days.

The recording or stories are missing

They usually appear within a few minutes of the call ending, and calls under a minute don't produce stories. If a recording is still missing the next day, email help@phiniti.ai.

Something else?

Email help@phiniti.ai. It helps to include the person's first name and the date of the call.