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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. There’s no in-app way to remove one: contact us, and we 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.