Problem: Tirza isn't picking up

Problem: Tirza isn't picking up

Annoying. Let's walk through it step by step. Nine times out of ten it's something simple.

First: is it really Tirza, or something else?

Check:

• Is Tirza on on your dashboard? (ON/OFF switch up top)
• Have you tapped in the right forwarding code? (see your network article)
• Has anyone touched or reset your phone recently? (colleague, child, repair)

All looking OK? Work through the checklist below.

Checklist — go through it in order

1. Do a test call from your dashboard

Go to the dashboard → click Do a test call. Does Tirza pick up?

• Yes, Tirza picks up on the test call → Tirza works. The problem is in your forwarding. Go to step 2.
• No, the test call doesn't work either → Tirza herself has a problem. Skip to step 5.

2. Check your forwarding setting

On your phone tap in:

*#21#

You'll see an overview of your forwarding settings. Is there a number next to Voice? Does it match your Tirza number (see dashboard)?

• Yes, matches → go to step 3
• No, a different number or nothing → tap your forwarding code in again (see network article)

3. Check your calendar connection

Dashboard → Settings → Calendar. Is there a green tick next to your Google Calendar?

• Yes, green → go to step 4
• No, red or warning → click Reconnect and follow the Google article

4. Check your opening hours

Dashboard → Settings → Opening hours. Are your working days right?

Note: if it's outside your opening hours, Tirza picks up with a different message ("we're closed at the moment, happy to take a callback request"). That's not an outage — that's correct.

• Opening hours right and within your working time → go to step 5
• Opening hours wrong → adjust, save, and test again

5. Check the status page

Go to tirza.ai/status. That shows whether there's an outage on our side.

• All green → no known outage, the problem is on your side. Go to step 6.
• Something amber/red → there is an outage. Follow the status page for updates. During that time your clients get a friendly message ("sorry, I'll call you back shortly") — no client is lost.

6. Restart your phone

Sounds silly, often works. Turn your phone off, wait 10 seconds, turn it back on. Then run the test call again.

7. Check your subscription is still active

Dashboard → Settings → Subscription. Does it say "Active"?

• Yes → go to step 8
• No, "Expired" or "Payment failed" → sort your payment. On failed payment Tirza is paused automatically. Check your mail for the Stripe payment link.

8. Get in touch

Checked everything, still not solved? Time for help.

During office hours (Mon-Fri 9am-6pm): Email hello@tirza.ai with:

• Your phone number
• What you've tried (short list)
• Time of the last client that wasn't picked up

We'll reply within 2 hours.

Out of hours (evening, weekend): Email anyway. For critical issues (you're fully booked with clients ringing and it's not working): call our emergency number from your welcome email. Only use if it really can't wait until tomorrow.

What Tirza does during an outage

Even if something goes wrong, you don't lose clients:

• Tirza can't handle this call → Retell (our telephony system) picks up with "sorry, technical issue, we'll ring you back"
• Retell is down → your own voicemail kicks in or the phone keeps ringing
• Either way → we send you a text + email straight away about the missed caller, so you can ring back

No silent failures. You always know something happened.

Stuck?

Still not working after all of this? Call us. Not email, not WhatsApp — call. The number's in your welcome email under "emergencies". That's exactly what it's there for.

You're not hitting an anonymous support team. You always get someone on the line who knows your business.