Short answer
Ask the client to search for email from notifications@calltracking.au, then resend the quote from Quotes, or create a new quote if the address is wrong. A client who has paid but lost the setup link can get a new one from the quote page.
- Applies to
- Agency accounts
- Who can do this
- An agency Owner or Editor
Check for a known incident first. If there is one, we're already working on it, and there's nothing to change on your side.
Checking Enfonica system status…
Status pageOn this page
What are you seeing?
- The client didn't get the quote
- The quote has expired
This quote has expired - The client paid but lost the setup link
Every email to the client comes from Enfonica Call Tracking, notifications@calltracking.au. Replies go to the person at your agency who created the quote, even if a colleague resends it.
| When | Button | |
|---|---|---|
| The quote | When you send or resend it | Review and Approve Quote |
| A reminder | Every 7 days while the quote is waiting, until it's accepted, cancelled or expires | Review Your Quote |
| Welcome | After the client pays | Complete Your Setup |
The client didn't get the quote
It was filtered or went to spam
The Enfonica Console shows a quote as sent even if the email didn't arrive, because it doesn't track delivery.
Check
Ask the client to search their email, including spam, for notifications@calltracking.au.
Fix
Go to Quotes, open the menu next to the quote, and select Resend. Resending gives the client another 30 days.
The email address is wrong
Check
Open the quote and look at Email under Client details.
Fix
Cancel the quote and create a new one with the right address. A sent quote can't be edited. The client's account is tied to the address the quote was sent to, so get it right before they accept.
The quote has expired
This quote has expired
A quote expires 30 days after it was last sent.
Fix
Resend it from Quotes. If the client had already started checkout, it can't be resent: create a new quote instead.
The client paid but lost the setup link
The setup link in the welcome email lasts 30 days, and goes only to the client's address. You can't resend it from your agency.
Fix
Ask the client to open the quote link from their original email and select Continue where you left off. The page then says their account is already set up, and shows a Resend setup link button. If that doesn't work, contact support.
Still stuck?
Tell us which tracking site it affects and what you've tried. Our support team will reply by email.
Related
Was this helpful?
What was the problem?
Thanks for telling us.