---
title: "A client didn't get the quote or setup link"
url: "https://calltracking.au/help/agencies/quote-not-received"
summary: "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."
type: troubleshooting
audience: customers
products: ["Agency accounts"]
who_can_do_this: "An agency Owner or Editor"
---

# A client didn't get the quote or setup link

**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

First check the [Enfonica status page](https://enfonica.status.io/) for a known incident.

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.

| Email | 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.

**To check**, ask the client to search their email, including spam, for `notifications@calltracking.au`.

**To fix it**, 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

**To check**, open the quote and look at **Email** under **Client details**.

**To fix it**, 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.

**To fix it**, 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.

**To fix it**, 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.

## Related

- [Why does the client pay Enfonica, not the agency?](https://calltracking.au/help/agencies/client-pays-enfonica.md)
- [A team member can't see a client](https://calltracking.au/help/users/team-member-cant-see-client.md)
- [What your client sees](https://calltracking.au/docs/agencies/what-your-client-sees/#if-something-goes-wrong)
- [Create and send a quote](https://calltracking.au/docs/agencies/create-a-quote/)

---

Web version: https://calltracking.au/help/agencies/quote-not-received