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No calls are being recorded 

Call recording is Android only. If you are on iPhone, recording is not supported — this is an Apple platform restriction with no workaround. See Known Limitations for more detail. Also confirm that call recording is included in your Salestrail subscription. 

Check 1: Is recording enabled in the Salestrail app?

Open the Salestrail app and go to Settings > Recording Settings. Make sure Call Recordings is toggled on. If it is off, no recordings will be captured regardless of any other settings.

Check 2: Have you selected a recording method?

In the same screen, check that either Use Built-in Call Recorder or Use Salestrail Recorder is selected under SIM Call Recording. If neither is selected, recording will not work.

Check 3: Are you using the right recording method for your device?

If you have selected the built-in recorder but your device uses a Google Dialer, Salestrail cannot access the recording folder. 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, switch to Use Salestrail Recorder and follow the APK setup guide.

If you are using the built-in recorder and your device does not have a Google Dialer, skip to Check 7.

Check 4: Is the Recorder APK installed and linked?

If you are using the APK method, open the Salestrail Recorder APK on your phone. If it is not installed, go to salestrail.io/apk to download it. Once installed, open the main Salestrail app to link the two apps together.

Check 5: Is accessibility enabled for the Recorder APK?

Open the Salestrail Recorder APK. If the front page shows Accessibility Service Disabled, accessibility is not enabled. Tap Accessibility Settings, find Salestrail Recorder, and toggle it on.

On Android 13, 14, and 15, you may see a Restricted Settings message when trying to enable this:

  1. Tap on Salestrail Recorder even though it appears greyed out
  2. Go to Phone Settings > Apps > Salestrail Recorder
  3. Tap the three dots in the top corner (Samsung) or scroll to the bottom of the page (Redmi and some other devices)
  4. Tap Allow Restricted Settings
  5. Return to the Recorder APK and enable accessibility

Video guide: calls.salestrail.io/RemoveRestrictedSettingsForSalestrailRecorder

Check 6: Is battery optimization disabled for both apps?

Both the main Salestrail app and the Salestrail Recorder APK must have battery optimization disabled. Check both:

For the main app: Phone Settings > Apps > Salestrail > Battery > Unrestricted

For the Recorder APK: Phone Settings > Apps > Salestrail Recorder > Battery > Unrestricted

Also make sure Remove Permissions if App is Unused is turned off for both.

Check 7: Is the correct recording directory selected? (Built-in recorder — start here if you are not using the APK)

If you are using the built-in recorder, Salestrail needs to know where your phone stores its recordings:

  • Samsung: go to Settings > Recording Settings > Recording Directory and select Use Default
  • All other devices: select Select Directory, navigate to your phone's recording folder, and tap Use This Folder

If the folder path is not showing under Recording Directory, Salestrail does not know where to find the recordings. Go back to the setup guide and repeat the directory selection step.

Also confirm that the built-in recorder itself is enabled in your phone's dialler. Open your dialler, go to Settings > Call Recording, and make sure Record Calls Automatically is turned on. If this setting is off, no recordings are being created for Salestrail to find.