#Common problems

The two commonest reasons nothing is being called, and where they show.

#Nothing is being called

Work down the list; it is almost always one of the first three.

If the time is not in the upcoming table, the fault is higher up the list. If it is there and the call still did not happen, look at its status among the past calls.

#The message with the code did not arrive

• Check that the number is in the form +420xxxxxxxxx. Only Czech numbers can be verified so far.
• Use Send again — it becomes available after a short delay, which the application counts down.
• On a landline no message can arrive. The code is read out by an automated voice; the option is in the dialog itself.
• If the application reports that verifications are used up, try tomorrow (the account's daily limit) or in an hour (the limit for one number).

#The code does not match

A code is valid for a limited time. Send a new one and type it in straight away. Watch out for the mix-up — the code goes to the called person, not to you.

#The number was verified and suddenly is not

You changed the profile's telephone number. Consent belongs to the number, not to the profile, so the verification falls and has to be done again. That is deliberate: somebody else entirely may be on the new number.

#The call happened but the answer is empty

Look at what the Answer column says:

If "Ambiguous" keeps coming back on the same question, it is probably badly put — asking two things at once, or not saying what units you want. See Wording a question.

#Calls repeat on the same day more often than I wanted

Check the schedule. Every time in the grid is a call of its own, and if the questions are split across two schedules with the same times, the telephone rings twice. You merge them by putting the questions on one shared schedule — see The call schedule.

#I changed the times for one question and they changed for the others too

The schedule is shared. When editing, the application offers three options, and the middle one — Edit the schedule for this question — detaches it from the others. If the last option was chosen, the change went to everybody.

#The recording will not play

• If the button is replaced by deleted and a date, the twelve-month period has run out. The quotation on the answer stays.
• If the recording is shorter than the call, the length limit cut the record off.
• If the application reports that the recording cannot be loaded, try again in a moment and then write to us.

#I cannot create another profile

A trial account may hold three profiles at most. Write to info@querybeam.eu.

#I cannot sign in

• Wrong e-mail or password — use Forgot your password?
• The account has two-factor authentication on — enter the code from the authenticator app, or one of the backup codes.
• The session expired — sign in again; a session is valid for a limited time.
• Did you sign in through Facebook, Google or Microsoft? Then you have no password, and you set one through forgotten password.

#The application will not let me past and wants me to agree to a document

Your account has no recorded consent to the terms of service — it happens on accounts created through Facebook, Google or Microsoft, where consent cannot be given any earlier. Read the document, tick the box and continue. If you do not agree, the other button signs you out.

#None of this fits

Write to support@querybeam.eu, business days 09:00–17:00. Complaints are settled within 30 days at the latest.

It helps to include the profile's name and the date and time of the call in question.