Desktop app
I can't access this feature
If a button, tab, or option is missing from your Cradle desktop app, your admin almost always has the answer. Here's what to ask them.
A feature is in the help centre, in the changelog, or in something a teammate showed you, but it's not showing up in your Cradle. Almost every time, the fix is a conversation with your Cradle admin, not Cradle support.
Common reasons a feature is missing
- Your plan doesn't include it. Some features are gated to particular plans. Your admin can check what's on yours.
- Your admin hasn't enabled it for you. Plenty of features are admin-controlled per user (call recording, transfer types, after-hours access, and so on). The setting lives in the admin portal.
- You don't have the right permission or group. Permissions are set per group. If a teammate has the feature and you don't, you're probably in a different group.
- It's in a private beta or on the roadmap. Some things you may have read about aren't generally available yet. SMS and WhatsApp are the two most common examples: SMS is available on Cradle desktop today for Australian and UK Cradle numbers only (see SMS availability today), and the WhatsApp Business rollout is in private beta ahead of general availability later in 2026.
What to ask your admin
The faster your admin can resolve it, the faster you're back to work. Send them:
- The name of the feature you're trying to use, exactly as it appears in the help centre or the desktop app.
- What you were trying to do when you noticed it was missing.
- The day and rough time you tried.
- Your work email address (the one you sign in to Cradle with).
Your admin can check the relevant setting in the admin portal at admin.cradle.io, or escalate to Cradle support if the answer isn't there.
Who's your Cradle admin?
The person who first invited you to Cradle, or whoever runs your phone system at your organisation. Often the office manager, an operations lead, or someone in IT. If you don't know, ask the person you reported to when you started.
If your admin says it's a Cradle problem
Then have your admin email help@cradle.io with the details above. Cradle support is open Monday to Friday, 8:30 am to 5:00 pm New Zealand time.