Account Management

Account Review

New accounts go through a short review before they can create tracking numbers. It exists to stop the platform being used for spam and fraud, which is what keeps call quality and number reputation good for everyone else. Most accounts clear it in seconds without noticing. How You Know You're in Review Two signs: - A yellow banner on the tracker setup page reading "Your account is currently pending review." - Trying to create a tracker returns "Trackers cannot be created while account is pending review." Everything else in the account works normally — you can add companies, invite users and set up call flows. Only buying tracking numbers is held. How to Complete the Review Add a payment method. That's the step that runs the review. Click your name in the top right, choose Manage Account, then Billing, and enter your card details. You're not charged during the trial — the card is what verifies the account. For the great majority of accounts the review completes the moment the card is accepted, and you can create trackers straight away. If the Card Is Refused - Prepaid cards aren't accepted. Use a standard credit or debit card issued to you or your business. This is the single most common cause. - Check the billing address matches the one your card issuer has on file. If You've Added a Card and It's Still Pending A small number of accounts are held for a person to look at. Nothing is wrong with your account and it isn't a rejection — it just needs a human. Email support and include: - the email address of the account owner, so we can find the account - your company name and website - a sentence on what you'll use call tracking for — the industry and roughly how many numbers you expect That last point is what usually resolves it fastest. Most held accounts are held because the intended use isn't obvious from the signup details alone. After the Review Nothing to do — the banner disappears and tracker setup unlocks. Start with Setting Up Your First Tracker.

Your Company Phone Numbers

Tracking numbers are bought and released through trackers, which makes it easy to lose sight of how many you actually hold. The Phone Numbers page is the single list of every number in a company — what it's for, when you got it, and whether it's still costing you money. Finding the Page Go to Settings → Phone Numbers inside the company. What Each Column Tells You - Number — the tracking number itself. - Tracker — which tracker owns it. A number pool has several numbers against one tracker; a campaign or offline tracker normally has one. - Purchase Date — when the number was added to your account. - Release Date — when it was released, or a dash if it's still active. - Status — a tick for active. Released numbers stay listed with their release date, so the history doesn't disappear. - Manage — settings for the tracker the number belongs to. Why This Page Is Worth Checking Reconciling your bill. Numbers are the recurring cost in call tracking. If a usage total looks higher than expected, this page shows you exactly which numbers were live and which tracker to blame. See Account Usage. Finding numbers you have forgotten. A campaign that ended six months ago keeps its number, and keeps billing, until the tracker is released. Scanning for trackers you no longer recognise is the fastest way to find that. Checking pool size against reality. A number pool's numbers all appear here, so you can see at a glance how many a pool is holding. Searching Use the search box to find a number or filter by tracker name — handy when a customer quotes a number back to you and you need to know which campaign it belongs to. Adding and Removing Numbers You don't buy numbers here. Setup a Tracking Number starts the tracker setup wizard, because every number belongs to a tracker. Removing one works the same way in reverse: release the tracker and its numbers go with it. See Releasing a Tracker. Note Released numbers cannot be recovered — they return to the carrier and may be reassigned. Check this page before releasing anything that's printed on materials still in circulation.

Updating Your Credit Card

Go to Billing Click your name in the top right, choose Manage Account, then Billing in the left-hand menu. This page shows your plan, the card you're currently paying with, your next billing date, and every invoice you've paid. Open the Card Form There are two ways in, and both land on the same form: - Under Card on File, click Update Payment Method. - Or use the Update Billing menu at the top right and choose Update Payment Method. Enter the New Card The form shows your Current Card on File at the top so you can check you're replacing the right one, then asks for: - Card number, Expiration date and Security code - Name on Card - Billing Address Fill it in and press the button at the bottom of the form. The new card replaces the old one immediately and is used for your next charge — there's nothing else to confirm, and no need to cancel anything first. Before Your Card Expires The expiry date under Card on File is worth a glance now and again. A card that expires between billing dates means a failed charge, and a failed charge can interrupt service on tracking numbers your marketing depends on. Update it as soon as the replacement arrives rather than waiting for a payment to fail. Checking a Charge Billing History on the Billing page lists every invoice with its date, amount and status. If an amount is higher than you expected, Account Usage breaks the same period down by company — tracking numbers, minutes, messages and transcription. The usual explanation is usage above your plan, or a tracking number still billing for a campaign that has ended. See An Overview of Call Tracker Billing. Changing Plan or Cancelling The same Update Billing menu holds Change Plan and Cancel Subscription. A plan change takes effect on your next billing date. Note Only account admins see Billing. If it isn't in your menu, you have a company-level role — ask whoever owns the account. See Account User Management.

Managing Your Company Tags

Tags are how you categorize calls and messages — "New Customer", "Estimate Request", "Booked Job" — so you can filter and report on them later. Tags belong to a company, not to your whole account. Each company keeps its own list, so a client's tags never appear on another client's calls. Where Your Tags Live Go to Settings, then Tags in the left-hand menu. Every tag the company has is listed, with a Last Used date beside it. Your company starts with a default set, so there's something usable from day one. Create a Tag Press Create a Tag at the top right of the list, type the Name, and press Create Tag. It's available to apply immediately. There's no call tag or message tag — every tag works on both. One tag can go on a call and on an SMS conversation, which is what lets you compare the two in reporting. Rename or Delete Use the icons in the Manage column: - Settings opens Tag Details, where you change the name and press Update Tag. Renaming keeps the tag on everything it's already applied to — the label changes everywhere at once, so this is the safe way to fix a typo or tidy wording. - Delete removes it, after a confirmation. It comes off every call and conversation carrying it, and that history can't be brought back. Rename instead of deleting if you just want different wording. Keeping the List Useful Last Used is the column to work from. Sort by it and the tags nobody has touched in months collect at the bottom. Long tag lists are what stop people tagging — if the picker has forty options, nobody scrolls it. A short list gets used consistently, and consistent tagging is what makes the reports worth reading. Two habits that keep it short: - One idea per tag. "Estimate Request" and "Booked Job" describe different things. "Estimate Request - Booked" describes both badly. - Review it quarterly. Delete what's unused, rename what's ambiguous. Applying and Reporting on Tags - On calls — see Call Tags and Reviewing Calls. - On SMS conversations — see Message Tags. - To see the totals, the Calls by Tag report breaks your calls down by tag over any date range. You can also filter the call list by tag and export the result.

Cancel Your Trial

If Call Tracker isn't right for you, cancel before your trial ends and you won't be billed. Cancel From the Billing Page Click your name in the top right, choose Manage Account, then Billing. The Next billing on date on that page is your deadline — cancel before it and no charge is raised. Click Update Billing at the top right of the page, choose Cancel Subscription from the menu, and confirm. Or Email Us If you don't see the Update Billing menu — it only appears once a subscription exists — or you'd simply rather we handled it, email support from the account owner's address and ask us to cancel. Include the email address of the account owner so we can identify the right account — it's the only detail we need, and without it we can't act on the request. We'll confirm by reply once the account is closed. Send it before your trial end date, not on it, so there's time to action the request. What Happens When You Cancel - Your tracking numbers are released. They go back to the carrier and cannot be recovered — if the same number is important to you, don't cancel until you've moved it. - Calls stop being tracked immediately. Anyone dialling a released number won't reach you. - No further billing. Cancelling in the trial means no invoice at all. Before You Cancel — Two Alternatives - Too expensive? Change Plan is on the same Billing page. A smaller plan keeps your numbers and your history. - Just not using it yet? Releasing the trackers you don't need cuts your usage while keeping the account and its data. See An Overview of Call Tracker Billing. If something specific didn't work, tell us in the cancellation email. It's the most useful feedback we get.

Set Up a Custom Domain

With a custom domain your clients sign in at calls.youragency.com instead of our address, and never see the Call Tracker name. It takes two steps: add the domain here, then point it at us with one DNS record. Before you start Branding only appears once the Agency Edition is on and your plan includes white label. Add the Domain in Branding Click your name in the top right, choose Manage Account, then Branding in the left-hand menu. Type your subdomain into Custom Domain and press Update Account Settings at the bottom of the page. It must be a subdomain. calls.youragency.com works; youragency.com on its own does not, because a root domain can't carry the DNS record this needs. We recommend calls. — short, obvious to clients, and it leaves your main website untouched. Create the DNS Record Now go to wherever your domain's DNS is managed — your registrar, or a provider like Cloudflare or Route 53 — and add: | Field | Value | |---|---| | Type | CNAME | | Name / Host | the subdomain only, e.g. calls | | Value / Target | whitelabel.calltracker.io | | TTL | leave at the default | Most DNS hosts want only the subdomain part in the Name field, not the whole address — entering calls.youragency.com there often produces calls.youragency.com.youragency.com. If your host does want the full name, it will usually show you a preview. Wait, Then Check DNS changes take anything from a few minutes to a few hours to spread. When it's ready, open https://calls.youragency.com and you should land on your branded sign-in page. If you get a certificate warning or a "not found" error immediately after making the change, wait and try again before changing anything — that's what propagation in progress looks like. Common Problems - Nothing loads after several hours. Check the record is a CNAME and not an A record, and that the target is exactly whitelabel.calltracker.io with no trailing text. - It loads our branding, not yours. The domain is working; the branding isn't set. Add your logo and colours — see Customize Your Call Tracker Account. - Google sign-in is missing on your domain. That's expected. Google requires every sign-in domain to be registered in advance, so clients on a custom domain use the email code instead. See Signing In. - The domain field cleared itself. Branding fields are wiped if the account moves to a plan without white label.

Account Usage Tracking Overview

We record billable usage for every company in your account, one row per billing period. It's the detail behind your invoice — what you were charged for, and which company it came from. Finding Your Usage Go to Account Settings → Billing and open Usage. Each row is one company for one billing period, newest first. What Each Column Means - Date — the day the usage was recorded, at the close of the period. - Billing Date Range — the period the row covers, normally a calendar month. - Company — which company in your account the usage belongs to. This is the column that makes the page useful for agencies: one invoice, but usage attributed per client. - Total Numbers — tracking numbers billed in that period. - Total Minutes — call minutes, each call rounded up to the next whole minute. - Messages — SMS sent and received. - Transcription Minutes — minutes of audio transcribed, where transcription is enabled. Why a Released Number Still Appears Tracking numbers are not billed pro rata. A number released part-way through a period is still billed for that period, then drops off the next one — so a released tracker shows up once more before disappearing. See Releasing a Tracker. That's usually the answer when a number count looks one higher than expected. Searching and Exporting Use Filters to narrow to a single company or date range — useful when an account has many companies and you only want one client's numbers. Export downloads what you're looking at as a CSV, which is the quickest way to rebill usage to a client or reconcile against an invoice. Usage and Your Invoice Usage explains an invoice; it doesn't replace it. Charges combine your base plan with additional usage above what the plan includes, and are billed the following month. For how the plan and overage fit together, see An Overview of Call Tracker Billing.

Adding Another Company to Your Account

As account admin, If you have the agency edition enabled, you'll be able to add unlimited number of companies to your account. Adding a New Company To add a new company, follow the "Add Company" from your dashboard where you'll be presented a from to set the company name and timezone create the company. The timezone will be used for call times for that company so it best if this matches up with the company's actual timezone. Adding Users for the Company To invite a new user, use the form to provide their First Name, Last Name, Email, and User Role. After submitting the form, the user will get an invitation email to confirm their account and create their password to login with. User Roles and Permissions Overview Company Admin - can view all calls, reports, receive notifications as well as manage company settings, integrations, and users inside the company. Company Reporting - can view calls, reports and receive notifications only. Resending the User Invitation Email If an invited user did not receive the invitation email. First, confirm that their email address is correct . If their address is correct, you can resend the invitation email by clicking on the resend arrow next to the user's name.

An Overview of Call Tracker Billing

Billing is a base plan, with any usage above that plan added on top. Everything you need is on one page. Where Billing Lives Click your name in the top right, choose Manage Account, then Billing in the left-hand menu. On this page: - Next billing on — the date your next invoice is raised. - Card on File with Update Payment Method — see Updating Your Credit Card. - See Account Usage — the detailed usage breakdown. - Billing History — every past invoice, with its amount and status. Click one to see it in full. Change Plan and Cancel Subscription live in the Update Billing menu at the top right of that page, alongside Update Payment Method. What You're Billed For Three things are metered, on top of your plan: - Tracking numbers — every phone number attached to a tracker in your account. - Minutes — the total talk time your tracking numbers received. - Messages — SMS sent or received on your tracking numbers. Transcription minutes are metered separately if your plan includes AI Call Transcription. How Minutes Are Counted Every call rounds up to the next whole minute. A 10-second call and a 55-second call both bill as one minute. Three 30-second calls cost three minutes, not one and a half — worth knowing if you run a lot of short calls. Calls you mark as spam aren't billed. Marking a call as spam takes its minutes out of the usage total for that period, so it's worth doing as you review. See Reviewing Calls. How Tracking Numbers Are Counted Numbers are not prorated. A number is billed for the full period whichever day you added it, and a number you release mid-period is still billed for that period — then drops off the next one. The practical consequence: releasing a number on the 2nd saves you nothing that month. If you're trimming numbers to cut cost, the saving lands on the following invoice. Reading Your Usage Press See Account Usage on the Billing page for a row per company per period: | Column | Meaning | |---|---| | Date / Billing Date Range | the period the row covers | | Company | which company the usage belongs to | | Total Numbers | tracking numbers billed in that period | | Total Minutes | talk time, rounded up per call | | Messages | SMS sent and received | | Transcription Minutes | audio transcribed | If you run several companies, this is the page that tells you which one is driving the bill — useful for agencies passing costs on to clients. Timing Usage above your plan in one period appears on the next invoice. So this month's bill is your plan for the coming month, plus the overage from the month just finished. A busy month shows up on the invoice after it, not during it. Payment We accept credit cards. Your card is charged automatically on the billing date shown on the Billing page — nothing to do each month. If a payment fails, update the card on that same page and the charge is retried. See Updating Your Credit Card.

Enabling the Agency Edition

The Agency Edition turns a single Call Tracker account into one that manages many businesses — separate companies, each with their own numbers, calls, reports and users, all billed together. It's built for agencies reselling call tracking, but it suits anyone running several businesses or locations from one login. Turning It On Go to Account Settings, tick Enable Agency Version, and press Update Account Settings. The interface changes immediately: you get an agency dashboard across all your companies, a company switcher in the header, and the ability to add companies without limit. What It Unlocks - Unlimited companies in one account. See Adding Another Company. - A company switcher, so you move between clients without signing out. - Account-level users who can be granted access to specific companies. See Account User Management. - White label branding — your logo, colours, custom domain and support address, so clients never see our name. See Customize Your Call Tracker Account. Branding Needs the Right Plan The agency toggle and white label branding are two different things. The toggle gives you multiple companies; branding requires a plan that includes white label. This matters when changing plans: if an account moves to a plan without white label, its branding fields are cleared on save — custom domain, logo, icon, colours and support email all reset. Downgrade deliberately, and keep copies of your brand assets. The Single-Company Rule The toggle is only available when your account has exactly one company — and that applies in both directions, switching it on and switching it off. With more than one company, the control is replaced by a note explaining why. In practice this rarely bites when enabling, because an account starts with one company and you turn the Agency Edition on precisely so you can add more. It matters when you want to turn it back off: you would have to remove companies until one remains. It's a safeguard rather than a restriction. A single-company account with several companies' worth of live tracking numbers would leave those numbers with nowhere to belong.

The Agency Overview

If you run call tracking for clients, the Overview is where you work from. One page lists every company in your account, and every route into a client's data starts here. It appears once the Agency Edition is on, for users with account admin access. Finding It Click Overview in the top navigation bar. Your logo links here too. Agency admins see a different top navigation from client users — Overview, Customize and Account Settings, instead of Calls and Reports. That's because you work across companies rather than inside one. The Three Totals The tiles across the top are account-wide: - Companies — active client companies. - Numbers — every active tracking number across all of them. This is what drives your bill, so it's the number to watch. See An Overview of Call Tracker Billing. - Users — everyone with access to any company in the account, your own team included. The tiles don't change when you search. They stay account-wide on purpose, so filtering the list below never makes you misread your totals. The Company List Each row is a client, and the blue figures are links, not just numbers: | Column | Where it takes you | |---|---| | Name | that company's call log | | Numbers | that company's trackers | | Users | that company's user list | | Status | active or inactive | | Manage | company settings, or delete | That's the fastest route into a client — one click from the list straight to their calls, rather than switching company and then navigating. Sort by clicking a column heading. Sorting by Numbers is the useful one: it puts your heaviest clients at the top, which is where cost and attention both concentrate. Finding a Client Type into Search by company name above the table. It filters as a search, so a partial name works. With more than 25 companies the list pages, so on a large book search is faster than scrolling. Adding and Removing Clients Add Company is at the top right of the list. See Adding Another Company. The red bin icon in the Manage column deletes a company. It asks for confirmation first, and the warning is accurate — deleting a company will permanently: - release all trackers and numbers, which cannot be undone; the numbers go back to the carrier and someone else can take them - remove all users and their access If a client is leaving but might come back, or you want their history, consider deactivating the company from its settings instead of deleting it. Working Inside a Company Once you open a client, the top navigation changes to that company's Calls, Reports and Settings, with a Companies link on the left to get back out. You always know which client you're looking at — their name sits in the bar beside it.

Customize Your Call Tracker Account

Call Tracker can be rebranded to look like your own product. Your clients sign in on your domain, see your logo in the header, and get call notification emails in your colours — the Call Tracker name never appears. Everything below lives on one page. Open the Branding Page Click your name in the top right, choose Manage Account, then Branding in the left-hand menu. Once the Agency Edition is on you also get a Customize link straight in the top navigation bar, which is the same page. Every change on this page is saved by the Update Account Settings button at the bottom. Nothing saves as you type. Don't see Branding? Turn on the Agency Edition first. The menu item only appears once it's on and your plan includes white label. Custom Domain Put your clients on calls.youragency.com instead of our address. Enter the subdomain here, then add one DNS record — the full walkthrough is in Set Up a Custom Domain. Support Email Your address, used as the reply-to on every email the system sends to your users, and behind the support link in the help sidebar. Without it, replies come to us instead of you. Brand Logo and Icon Two separate uploads, and they're used in different places: - Upload Brand Logo — appears in the top navigation bar, on the sign-in screen, and at the top of every notification email. Use a wide logo with transparent background. - Upload Brand Icon — a square image, used as the browser tab favicon. A wide logo squashed into this slot is unreadable at 16 pixels; crop to a square mark or monogram. Brand Colours Five colour fields, each driving a specific part of the interface: | Field | What it changes | |---|---| | Header Background Color | the navigation bar behind your logo, and the email header | | Header Text Color | the menu links sitting on that bar | | Highlight Color | links, the active menu item, and focus outlines on form fields | | Primary Button Color | the fill on every main action button | | Primary Button Text Color | the text on those buttons | Two pairs need checking together, because they're what usually goes wrong: - Header Background against Header Text. A dark bar wants light text. Set a dark background and leave the text dark and your menu disappears. - Primary Button against Primary Button Text. Same problem on every Save button in the app. After saving, open a page as a client would see it and look at the navigation bar and one button. That's a five-second check that catches both. Where Your Branding Shows Up Once saved, it applies to: - the sign-in and sign-out screens on your custom domain - the header on every page your clients see - call, voicemail and SMS notification emails - user invitations and password reset emails Your clients never reach a Call Tracker branded page. If Your Branding Disappears Branding is a white label plan feature. If the account moves to a plan without it, every field on this page is cleared — logo, colours, domain and support address. They aren't hidden, they're emptied, so moving back means entering them again.