Troubleshooting

Calls still ring my own phone, not Epocra

The forwarding code did not take. Work through these in order:

• Check you dialled from the right handset. The code has to be dialled from the phone whose number you are forwarding.
• Check the number. The code and your Epocra number are one continuous string. A missing digit means the code was accepted but points somewhere else.
• Check the trailing hash. On every carrier except Verizon the code ends with #.
• On AT&T, wait for the confirmation tone before hanging up.

The exact codes are on the forwarding page. Re-dialling the "on" code is harmless if you are not sure whether it worked.

Incoming calls do not ring, or notifications never arrive

Almost always the notification permission. Epocra needs it to ring you for an incoming call, not just to show alerts.

• Open your phone's own Settings app, find Epocra, and check notifications are allowed.
• Check the per-type switches in Epocra Settings › Notifications — new recordings and voicemails are separate.
• Check your phone is not in a focus or do-not-disturb mode that silences the app.
• On Android, battery optimisation can stop an app being woken. Excluding Epocra from battery optimisation is worth trying if calls arrive late or not at all.

I declined a permission and now something is broken

Nothing is permanently broken, and you do not need to reinstall.

• Microphone — without it there is no call audio at all. Grant it in your phone's Settings app under Epocra, then restart the app.
• Notifications — see above.
• Contacts — optional. Without it, calls show numbers rather than names for anyone you have not added by hand. On iPhone the in-app prompt does not come back once it has been denied: switch it on in Settings › Epocra › Contacts. On Android, grant it under the app's permissions.

Contacts are allowed, but names are still not showing

• Contacts sync while the app is open, never while it is closed. After adding someone to your phone book, open Epocra and give it a moment.
• Check Settings › Privacy › Auto-sync phone contacts is still on. The app-level switch is separate from your phone's own contacts permission, and both have to be on.
• You can force a fresh import from the same place, which re-uploads your phone book even if Epocra thinks nothing has changed.

A call has no transcript or summary

Check these before assuming something failed:

• Has it been a few minutes? Summaries are not instant. They normally land within a few minutes of hanging up.
• Is the call marked Private? Excluded contacts and excluded contact types are deliberately not recorded, so there is nothing to transcribe. Check the lists under Settings › Privacy.
• Did the call go through Epocra at all? A call taken on your carrier line with forwarding off never reaches us.
• Was there anything to summarise? Very short calls and calls that went unanswered will legitimately show empty sections.

If a call meets none of those and is still bare after fifteen minutes, send us the time and the number and we will look at it.

Bad audio on a call

• Try the same call on a different network — moving between weak mobile data and Wi-Fi is the most common cause.
• If you use a Bluetooth headset, test once without it to establish whether the problem follows the headset.
• If it is a desk phone, check the handset is registered and not sitting behind a restrictive firewall.

I cannot sign in

• Use the forgotten-password link on the sign-in screen rather than guessing.
• If you changed your email recently, sign in with the new address — the change takes effect as soon as it is verified.

My desk phone will not register

• Re-enter the credentials from Settings › SIP Credentials. A single mistyped character in the password or server is the most common cause.
• Check the port and transport as well as the server. A handset defaulting to the wrong transport is the usual culprit.
• Send us the make and model and we will walk you through it.

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Still stuck? Email info@epocra.com with the time of the call and the number involved. That is usually enough for us to find it.