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Guides and fixes from our support team for the tracking script, number pools, attribution, integrations, reports and agency accounts.
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Set up tracking
The tracking script, number swapping on your website, and your tracking numbers.
Calls and attribution
Why a call is credited to a visit or not, how sure that is, and recording and AI Call Insights.
Integrations
Which calls reach Google Ads, Google Analytics, Meta, HubSpot and Zapier, and when.
Billing, agencies and users
Plans and payments, how agencies and their clients work together, and who can do what in the Console.
Popular articles
- Tracking numbers don't show on your websiteThe tracking script swaps the number only on pages it runs on, for a site that's active, on an allowed domain, with a pool rule that matches the page. Check those first, then how the number is written on the page.
- A call shows no attributionA call is linked to a website visit only if a visitor held the tracking number when the call started, so no attribution usually means the caller dialled a number they'd seen earlier. An empty campaign means the visitor's first page had no utm_campaign tag in its address.
- How many tracking numbers does a website need?Enough that visitors on the website at the same time don't have to share a number, which depends on how many people are on the site at once, not on monthly traffic. Start with the numbers your plan includes, and check the pool's health after a week.
- When do tracked calls show up in Google Ads?Call Tracking sends Google Ads one conversion for each answered call from a visitor who clicked a Google ad, if the call lasted at least the minimum duration, 60 seconds by default. It's sent shortly after the call ends, and Google can take up to 24 hours to show it.
- Why does the client pay Enfonica, not the agency?The client pays Enfonica directly so that the agency carries no phone costs or credit risk and has nothing to rebill. The client pays by card for its plan and anything beyond it, and gets 10% off for signing up through the agency.
- Is call recording legal in Australia?Generally yes, when callers are told the call may be recorded before the conversation starts. Call Tracking can play a consent message, the recording preamble, before each recorded call is connected, but the business that records is still responsible for following the law.
More ways to get help
Contact support
Send us the details: which tracking site it affects, and what you've tried.
Contact supportSystem status
Live status for calls, numbers and the Console.
View the status pageCall Tracking docs
How each feature works, and every setting, from the tracking script to the integrations.
Open the docsNew to Call Tracking? See which ads, keywords and pages make your phone ring. Talk to sales
Stuck on something?
We'll sort it.
Tell us what's happening and which tracking site it affects. The more detail, the faster the fix.
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Email support
Documentation
Setup, routing, integrations and troubleshooting, step by step.
Open the docs
Platform status
Live status and incident history for every Enfonica service.
enfonica.status.io
Contact support
Goes straight to the support team. We'll reply by email.