Common setup mistakes
Most setup problems come down to a small number of mistakes that are easy to make and easy to fix. If something isn't working after you've completed setup, check this list first.
1. Creating a separate organisation instead of joining your team's
What happens: You sign up at salestrail.io or the generic signup page instead of using your team's invite link or invitation email. Salestrail creates a brand new organisation for you, your calls don't appear on your manager's dashboard, and your manager can't see your data.
How to spot it: Your dashboard shows no teammates. Your manager sees you listed as "In another organisation" in User Management.
How to fix it:
- Log in to the Call Analytics Dashboard
- Go to User Management and click on your own name
- Click Delete user to remove yourself from the wrong organisation
- Sign in again — you will see an invitation to join the correct organisation
- Accept it
How to prevent it: Always use the invite link or invitation email your admin sends you. Never sign up independently.
2. Not disabling battery optimization
What happens: Android closes the Salestrail app in the background to save power. When a call comes in, the app can't activate in time and the call is missed.
How to spot it: Some calls are tracked but not all. Tracking is inconsistent — it works sometimes and not others.
How to fix it:
- Go to Phone Settings > Apps > Salestrail > Battery
- Set to Unrestricted
- Turn off Remove Permissions if App is Unused
If you are using the Salestrail Recorder APK for call recording, repeat these steps for the Recorder APK as well — it needs its own battery settings adjusted separately.
How to prevent it: Do this immediately after installing the app, before making any calls. The Salestrail app will show a notification reminding you if battery optimization is still on.
3. Not granting all permissions
What happens: You skip one or more permission prompts during setup. The app installs but can't detect calls, match contacts, or log data properly.
How to spot it: Calls aren't being logged at all. The Permissions column in Dashboard > User Management shows a red dot for your account.
How to fix it: Open the Salestrail app — it will show a notification for any missing permissions. Tap it to go directly to the permission that needs to be granted. Grant all permissions requested.
How to prevent it: During initial setup, grant every permission the app asks for without skipping any.
4. Using the wrong app on iPhone
What happens: On iPhone, you make calls from the native Phone app or from your contacts list. These calls are not tracked by Salestrail.
How to spot it: You're on iPhone and no calls are appearing in the dashboard, even though the app is installed.
How to fix it: On iPhone, all calls must be made from within the Salestrail app. Open the app, use the dialler to find your contact, and call from there.
How to prevent it: Make this part of your team's routine from day one. See Making Calls via the Salestrail App on iOS for the full workflow.
5. Team members not completing the CRM login step
What happens: The organisation Owner connects the CRM integration, but individual team members don't complete their own login step. Their calls are tracked in Salestrail but not pushed to the CRM.
How to spot it: Calls appear in the Salestrail dashboard but not in Salesforce or HubSpot. The Integration column in User Management shows a red dot for affected users.
How to fix it: Each user needs to go to Dashboard > Integrations > Apps > Login and authenticate with their own CRM credentials.
How to prevent it: After the Owner connects the integration, send your team a message asking them to complete the login step. It takes less than a minute.
6. Using a Google Dialer with the built-in recorder
What happens: You try to set up recording using your phone's built-in recorder, but your phone uses a Google Dialer. Salestrail cannot access the built-in recorder's storage folder on Google Dialer devices, so no recordings are captured.
How to spot it: Call recording is enabled but no recordings appear in the dashboard.
How to fix it: Switch to the Salestrail Recorder APK. See Setting Up the Salestrail Recorder APK.
How to prevent it: Before choosing a recording method, check which dialler your phone uses. Open the Salestrail app, go to Settings > Recording Settings, enable recording, and look for the message "Your phone might have a Google Dialer." If you see it, use the APK.
7. Forgetting to disable battery optimization for the Recorder APK
What happens: You install the Salestrail Recorder APK and set it up correctly, but forget to disable battery optimization for it. The APK gets closed by Android mid-call and some or all recordings are missed.
How to spot it: Some calls are recorded but not all. Recording is inconsistent.
How to fix it:
- Go to Phone Settings > Apps > Salestrail Recorder > Battery
- Set to Unrestricted
- Turn off Remove Permissions if App is Unused
How to prevent it: When you finish setting up the Recorder APK, immediately go to its battery settings before making a test call.
8. Inviting users with more licenses than purchased
What happens: You invite more users than you have licenses for. Users without a license can't access their call data on the dashboard.
How to spot it: Some team members log in but see no data. A notification appears at the top of the dashboard about insufficient licenses.
How to fix it: Go to Dashboard > Subscription > Purchase and buy additional licenses, or remove users you no longer need.