Tracking stopped or never started
Work down this list in order. Most cases are solved by the first three.
1. Is the contact a client?
Only activity with a matching client is captured. Open the client on the web and check that the exact number or address is on the record. A call from an office line that is not listed will be ignored.
2. Is monitoring on?
On the app dashboard the top card should read Monitoring Active. If it reads Monitoring Off, tap it. If it reads Service not running, tap Restart monitoring service. The persistent TrackTime notification should be visible in the shade whenever monitoring runs.
3. Are all permissions still granted?
Gear menu → Permissions. Anything without a check mark has been revoked, which happens after some system updates and when Android decides an app is unused. The accessibility service in particular is switched off silently by some phones after an app update or reinstall. Grant it again; if the toggle is greyed out, repeat the restricted-settings override in Setting up the Android app.
4. Is the phone putting the app to sleep?
If tracking works for a day and then stops, the manufacturer's battery manager is the usual cause. Confirm Battery Optimization is granted in TrackTime, then check the phone's own battery settings. On Samsung, add TrackTime to Never sleeping apps under Battery → Background usage limits. On other brands look for a battery or power-saving section and exempt TrackTime.
5. Was the app reinstalled?
After uninstalling and reinstalling, Android drops the accessibility and notification-access grants and may require the restricted-settings override again. Updating in place through the app's own Download button does not have this problem.
6. Specific types missing
- Calls but no texts: the SMS permission, or the phone uses a messaging app other than Google Messages for SMS.
- Texts but no email: Email Send Detection (accessibility) or Notification Access is off, or the email was sent from an app other than Gmail or Outlook.
- No WhatsApp, Signal, or Telegram: Notification Access is off, or the messages were outgoing. Only incoming messages are detected in those apps, and calls inside them are never detected.
- Entries exist on the phone but not on the web: see Sync and signing in.
If none of this helps, send a note through the contact form with the phone model and Android version. An administrator can also read the Capture column on the Users page, which names the specific thing that is off.