Why am I not receiving calls?

If Cradle isn't ringing when you expect it to, the cause is almost always one of four things. Work through these in order, the first one fixes most cases.

Quick checks (try these first)

Are you signed in? Open the Cradle desktop app. If it's at the sign-in screen, sign in.
Is Cradle running? On Windows, check the system tray; on macOS, check the menu bar. If the Cradle icon isn't there, launch the app.
What does your presence say? Look at your name on the settings screen, or click the Cradle tray / menu-bar icon. If you're not on Available, Away, or Idle, calls won't ring you. Change it to Available.
Are you already on a call? Cradle won't ring you for a new call while you're on one. Check whether you have a Cradle in-call screen open in the background.

The most common cause: your presence is blocking calls

Cradle uses your presence to decide who to ring. Four states stop calls reaching you:

Busy, you've set yourself as not-to-be-disturbed. Change to Available to receive calls again.
On a call, set automatically when you're already on a Cradle call. Wait for the call to end, plus any wrap-up time you've configured.
Offline (manual), you've clocked out. Change to Available to come back in.
Offline, set automatically when Cradle isn't running or your internet has dropped. Launch the app and check your connection.

If you don't recognise the state Cradle's showing for you, see How does presence work? for the full list.

Other common causes

You're in your wrap-up window

If you've set a wrap-up time, Cradle holds calls back for that window after each call ends. The desktop app shows a Wrapping Up screen with a countdown. Click Finish wrapping up to dismiss it early.

Your admin's routing rules don't include you

Calls reach you through routing rules set by your admin in the admin portal. If you've recently been removed from a group, or a new rule has changed who gets calls first, the rules might be sending calls past you. Ask your admin to confirm:

You're a member of the group(s) you expect to receive calls from.
The routing rule for your number includes you.
Your Available status is set high enough in the priority order.

A second session for your account quit yours automatically

Cradle doesn't allow two sessions on the same account at the same time. If someone else (or you on another device) signs in to your account, your existing session is signed out automatically. If calls suddenly stopped reaching you, check the Cradle icon in your system tray (Windows) or menu bar (macOS); if Cradle isn't running, launch it and sign back in.

Audio devices or microphone permission

If Cradle doesn't have the right audio devices selected, or microphone permission has been revoked at the OS level, the app can stop incoming calls before they ring. Two places to check:

Audio Settings inside Cradle. Open the settings screen and confirm the microphone, speaker, and ringtone devices are all set to real devices, not "no device selected".
OS microphone permission. Cradle needs OS-level permission to use the mic. See the walkthrough for your operating system: Windows, macOS, or Linux.

On mobile? Check your phone's DND first

If your Cradle presence is Available on your desktop and your mobile is supposed to ring but isn't, the most likely cause is your phone's own Do Not Disturb mode.

Your phone's operating system has its own Do Not Disturb (sometimes called Focus, Silent, or similar). When your phone is in DND, the OS can decline an incoming Cradle call before the Cradle mobile app gets a chance to ring, even when Cradle thinks you're Available.

iOS: Settings → Focus. Check whether Do Not Disturb or any Focus mode is on.
Android: Settings → Sound & vibration → Do Not Disturb. Or swipe down from the top of the screen and check the DND quick toggle.

DND on your phone is separate from Cradle presence, see How does presence work?.

Still stuck?

If your presence is Available, you're not in wrap-up, your admin has confirmed your routing, and your phone isn't in DND, the issue is likely deeper than presence.

Note the time of an example missed call.
Email help@cradle.io with that time, your name, and a screenshot of your presence panel if you can.
Cradle support hours are 8:30 am – 5:00 pm New Zealand time, Monday to Friday.