Most problems have a quick fix. Start with the checks at the top, then find the section that matches what you are seeing.

First checks

1. Is Fetchit itself working? Look at Service status. If something is down there, we are already on it.
2. Is Fetchit up to date? Open the Fetchit menu from the system tray (on a Mac, the menu bar) and choose Check for Updates.
3. Have you tried restarting Fetchit? Choose Exit from the Fetchit menu, then open Fetchit again.

Popups don't appear

Work through these on the computer that isn't getting popups.

• Make sure Fetchit is running. When it starts and connects, a message says "Fetchit is running in the background." Fetchit starts with your computer unless Start with computer has been turned off in Settings.
• Make sure the computer is signed in. If you see the "Welcome to Fetchit" window, the computer has been signed out. Sign in again (see Signing in on a computer).
• Turn off Do Not Disturb. In the Fetchit menu, Do Not Disturb (on) means popups are being held back. Choose it again to turn it off. Restarting Fetchit also turns it off. Your computer's own Do Not Disturb or Focus mode does not affect Fetchit.
• Look on your main screen. With more than one monitor, popups always appear on the main display, in the corner set by Popup location in Settings.
• Check how long popups stay. Popups close on their own after 20 seconds unless Popup duration is changed, and it can be set to never close. If Dismiss globally is on, a coworker closing a popup closes it on every computer.
• If your business software runs as an administrator, turn on Fetch as administrator in Settings, so Fetchit can open client records in it.
• Try a test call. Call your business from another phone. If some computers get the popup and others don't, compare the ones that don't against this list.

A caller shows up red

A red popup means Fetchit couldn't match the number to anyone in your client records. That usually means one of these:

• The number isn't in your client records, or is saved in a way that doesn't match. Fetchit matches on the last 10 digits of a number, so check the client's phone numbers in your business software.
• The caller hid their number. Blocked and anonymous calls can't be looked up, so they always show without a name.
• Fetchit can't reach your business software right now. Fetchit keeps its own copy of your client list, refreshed regularly, and falls back to it when your software doesn't answer. A client added in the last hour may not be in that copy yet.

To see how the connection is doing, open Settings on any computer and look at your business software's status:

Status	What it means
Syncing, or Exporting client list…	Fetchit is refreshing its copy of your client list. Nothing to do.
Paused, resuming shortly, or Retrying shortly	A refresh hit a snag and will try again on its own.
Sync failed	Fetchit is signed in, but its copy of your client list may be out of date.
No data	Your software didn't send any clients. Its saved sign-in may need renewing.
Not connected	No business software has been set up for your organization yet.

If it says Sync failed, No data or Not connected, contact support and we will fix the connection.

Clicking a popup doesn't open the client

If clicking a popup shows a message and opens Settings instead, your organization's business software isn't fully set up. The message says what is missing, such as "No PMS is configured for this organization" or that it "has no portal address". Contact support and we will finish the setup.

Signing in on a computer

To connect a computer, choose Sign in in the "Welcome to Fetchit" window. Your browser opens so you can sign in and choose your organization, and the computer connects when you return.

You see	What to do
Sign-in timed out	Sign-in has to finish within 10 minutes. Choose Start over and sign in again.
Invalid or expired sign-in code	Choose Start over and sign in again.
Your account isn't a member of any organization yet	Ask the person who manages Fetchit at your business to invite you, then try again.
Device connected, but the app didn't open	Make sure Fetchit is running on the computer, then start the sign-in again.
Organization no longer exists	The organization was removed. Contact support.

Signing in to the website

• "Invalid one-time password." Enter the current code from your authenticator app. If codes keep failing, check that your phone's clock is set automatically.
• "Unknown email address." or "Invalid credentials." Check the email address and password you are using.
• Forgot your password? Enter your email on the sign-in page, then choose Forgot password? under the password field. We email you a link, good for one hour, to choose a new one. Setting it signs out every browser signed in to your account. If the email does not arrive, check your spam folder or contact support.
• Invitation link expired. Invitation links work for a week. Ask whoever set up your business in Fetchit to send a new one, and use the newest email if you have more than one.

Updates

Fetchit checks for updates when it starts and every hour after that. Updates download in the background and install the next time Fetchit restarts. To check straight away, choose Check for Updates from the Fetchit menu. The window that opens shows the version you are on.

If Fetchit was installed on your computers by your IT team using an MSI package, it doesn't update itself. Your IT team rolls out new versions instead.

Browser extension

If your business software runs in a web browser, Fetchit uses its browser extension to open client records there. In Settings, the browser status tells you how it is doing:

• Not connected: no browser with the Fetchit extension is open. Open your browser.
• Update needed: the extension is out of date. Update it from your browser's extensions page.
• Not responding: restart that browser, which usually fixes it.

Still stuck?

Contact support any time. It helps if you tell us:

• The version of Fetchit, from the Check for Updates window.
• What you expected and what happened instead.
• For a call that didn't pop up, roughly when it came in and the number it came from.