When something looks wrong.
The problems people actually hit — and what fixes them.
The tracking number isn’t swapping
Nine times in ten it’s one of these:
- The tag isn’t on the page. View source and search for intrinsicloop. If it’s absent, the GTM trigger probably isn’t set to All Pages.
- You’re looking at a cached page. Test in a private window.
- The phone number isn’t recognisable. Loop swaps
tel:links and plain-text numbers. If yours is inside an image, or split across elements, it can’t see it — make it a realtel:link. - Your pool is exhausted. If every number is assigned to a concurrent visitor, the next visitor sees your real number (by design — better an unattributed call than a lost one). Add numbers.
Calls connect but aren’t recorded
Check Setup → Numbers → Recording is enabled for that number. Also note: calls that ring out unanswered have nothing to record — they still appear as leads, marked missed, which is often the more useful signal.
Every lead says “Direct”
Direct means no referrer was visible. Common causes: ad URLs without UTM parameters; links from apps (WhatsApp, Facebook in-app browsers) that strip referrers; or Safari expiring the cookie between the visit and the call. Fix the first with proper UTM tagging; fix the last with first-party cookies.
A lead I know about isn’t showing
Check the date filter (top right) — the default view is 30 days. Then check the Spam filter, in case it was misclassified; if it was, tell Loop by re-classifying it, and the scoring improves.
Spam is getting through
Re-classify it in the leads feed. Loop learns from corrections. If a particular caller is persistent, block the number under Setup → Numbers → Blocked callers.
How does the free trial work?
Seven days, full product, on the Single Site or Multi-Site plan. We take your card at signup but charge nothing until the trial ends — cancel any time before then in Billing and you won’t be charged a penny. If you don’t cancel, the subscription starts automatically on day eight.
How do I cancel?
Billing → Manage billing opens your Stripe portal: cancel, change card, download invoices. Cancellation takes effect at the end of your current period. Your data is kept for 30 days (so you can export it), then permanently erased.
Is VAT included?
No — all prices are exclusive of VAT, which is added at checkout (20% for UK customers). If you’re VAT-registered you can enter your number at checkout; EU business customers are handled under the reverse charge.
Where is my data stored?
The United Kingdom — database, processing and call recordings all in London. Recordings are deleted from our telephony provider the moment our UK copy is confirmed. Full detail: Security & data.
A caller has asked to be erased
Setup → Privacy — search their number or email, review what’s held, then erase with typed confirmation. Recordings are destroyed everywhere they exist; anonymised statistics survive so your reports stay intact. The action is audit-logged, which is what you want if you ever have to demonstrate compliance.