Don't Panic, We've Got You
Issues on event day are rare, but we know how stressful it can feel when something isn't working right. Here's what to do if you run into trouble with your audio guestbook phone.
Quick Troubleshooting Steps
No sound or greeting when you pick up:
Make sure the phone is powered on (check for the Green LED light under the handset, not the smaller one by the USB port if you have it plugged in )
Pick up the handset and listen for the greeting. If you hear it, the phone is working.
Hang up and try again. Sometimes, the first pickup after powering on takes a moment to initialize.
If you still don't hear it, put the phone to your ear, press down the plungers, then release them. It's possible you just didn't bring the phone to your ear fast enough. If you hear it, the phone is working.
Guests say the phone "isn't working":
This usually means guests aren't waiting for the beep. After they pick up, they'll hear a greeting, then a beep. They need to start talking after the beep
We recommend placing some signage next to the phone with clear instructions for guests
Your phone is not powering on or is not staying on:
All of our phones arrive fully charged. A low or dead battery is usually the result of the phone not being properly powered off after testing it before an event. In this instance, use the provided charging cable to charge your phone while it's powered off. After charging for an hour, power the phone on and keep it plugged in during use.
Your Voicemails Are Safe
Our phones auto-save every voicemail as it's being recorded. Even if the phone gets unplugged mid-message, everything recorded up to that point is saved. You won't lose your guests' messages.
Emergency Support on Event Day
If you're having an issue you can't resolve on your own, text our emergency support line, and we'll help you troubleshoot in real time. You can find this number in your order confirmation email and in your client portal.
Our team monitors the emergency line on weekends and during peak event hours, so you're never left hanging.
After the Event
If you think something went wrong during your event (the phone was unplugged for a period, guests mentioned issues, etc.), let us know when you ship the phone back. Our audio team will check the files thoroughly and make sure every recoverable voicemail is included in your final delivery.
More questions? Email us at [email protected]. We're here to make sure your experience is seamless from start to finish.