Troubleshooting
Calls not forwarding to motel4
Section titled “Calls not forwarding to motel4”If calls never reach motel4, the issue is almost always in your phone provider’s forwarding settings, not in motel4.
- Call your property number from another phone. If your desk phone or cell rings, forwarding is off or misconfigured.
- Verify the forwarding number in Dashboard → Phone Settings matches exactly what you entered at your carrier (including country code).
- Try forward-all temporarily to rule out ring-count timing. If that works, adjust no-answer/busy settings.
- Check voicemail — if voicemail answers before forwarding triggers, disable voicemail or increase forwarding ring count so forwarding wins.
Voicemail picks up instead of motel4
Section titled “Voicemail picks up instead of motel4”Reduce voicemail answer speed or disable voicemail on the forwarded line. Example: forward after 3 rings, voicemail after 6.
Forwarding works intermittently
Section titled “Forwarding works intermittently”Usually caused by no-answer forwarding with inconsistent ring counts or voicemail racing the forward. Standardize ring settings or switch to forward-all for testing.
AI giving incorrect answers
Section titled “AI giving incorrect answers”motel4 answers from Property Settings only.
- Read the call transcript in your dashboard.
- Update the relevant fields in Dashboard → Property Settings.
- Call again and ask the same question — changes apply immediately.
- Be specific (“Free parking behind building, no permit needed”) instead of vague (“parking available”).
AI said something not in my property details
Section titled “AI said something not in my property details”Contact hello@motel4.ai with the transcript. motel4 should not invent information; this is treated as a priority issue.
Escalation issues
Section titled “Escalation issues”- Confirm escalation phone numbers in Dashboard → Escalation Settings.
- Test by saying “I need to speak to a person.”
- Ensure the escalation phone is on, has signal, and is not blocking transfers.
Emergencies not reaching you: Test immediately — verify the number, disable Do Not Disturb, and confirm your carrier allows forwarded transfers.
Too many escalations: Add more detail to Property Settings and review escalation trigger sensitivity.
Dashboard and account
Section titled “Dashboard and account”| Issue | Fix |
|---|---|
| Cannot log in | Use Forgot password, or Sign in with Google if you registered that way |
| Missing transcript | Wait 30 seconds and refresh; confirm forwarding points to the correct motel4 number |
| Changed property phone number | Update Property Settings and reconfigure carrier forwarding from the new number |
| Add second property | Dashboard → Properties → Add Property; may require Hotel or Custom plan |
Billing and plans
Section titled “Billing and plans”| Issue | Fix |
|---|---|
| Hit monthly minute limit | Dashboard shows usage; overage is $0.18/min beyond your plan allowance. Upgrade if you consistently exceed limits — see Plans & pricing. |
| Cancel subscription | Dashboard → Account → Subscription → Cancel plan. Access continues until the end of the current billing cycle. No cancellation fees. |
| Change plan | Dashboard → Account → Subscription. Upgrades can apply immediately; downgrades usually start next billing cycle. |
| Payment failed | Update card in Dashboard → Account → Billing. motel4 retries automatically; fix within a few days to avoid service interruption. |
| Need invoice / receipt | Dashboard → Account → Billing → download invoices for your records. |
Still stuck?
Section titled “Still stuck?”Email hello@motel4.ai with your property name, carrier or phone system, and what you already tried. Include a recent call time if the issue involves a specific conversation.