Troubleshooting
Quick answers to the things people ask most.
Why isn't Gary calling my customer?
Most often it's one of these:
- They're not switched on. Gary only calls customers you've turned him on for on the Approvals page. See Turning Gary on for a customer.
- No phone number. Gary needs a phone number on the contact. If it shows No phone, add one in Xero (or in Gary) and it appears at the next sync.
- They're on your do-not-call list. Anyone who's opted out can't be called.
- It's outside your calling window. Gary only calls during your hours (by default 8am–6pm on weekdays, in the customer's timezone). He waits for the next allowed time.
- The invoice isn't due yet, or is too small. Your follow-up rules can set a grace period after the due date and a minimum invoice amount.
- You're in test mode. In test mode Gary never rings real customers — see below.
- You're out of credits. Gary pauses new calls when your balance runs out. See Credits and billing.
- Gary reached them five times already. After five connected calls about one invoice with no payment, Gary stops and flags it to escalate to debt collection. See What happens after a call.
How do I try Gary safely first?
Use test mode. While it's on, every call diverts to your own phone (and then your test number) instead of the customer — so you can hear exactly what Gary sounds like before he rings anyone real. A banner shows when test mode is on. Turn it off in Settings when you're ready to go live.
Gary called but didn't reach anyone
That's a no answer. Gary tries again the same day — after 1 hour, then 2, then 4 — and starts fresh the next day while the invoice is owing. No credit is charged for a call that doesn't connect.
A customer opted out by mistake — can I undo it?
Opt-outs are permanent by design, so nobody is called again after asking to stop. Removing one is admin-only and needs a deliberate step — contact us, or ask your account admin, and only do it with the customer's agreement.
Something else
If a page won't load or a connection shows an error, check the Integrations page — a Xero or mailbox connection may need reconnecting. If you're still stuck, get in touch and we'll help.