Calls not syncing on Android? Fix it step by step
A call is missing from LumaKol, the outcome prompt never came, or a recording did not attach. Work through these checks in order; most fixes take a minute.
- The LumaKol Android app, signed in on the phone you call from
- The phone in your hand, unlocked
- 1
Open Setup health in Diagnostics
Open More → Diagnostics. The score at the top comes from six checks: Phone and calls, Call log, Work SIM, Notifications, Battery optimisation and Show over other apps. Each row shows OK or Fix. Tap a row marked Fix and the app asks for that permission or opens the setting. Phone and calls, Call log and Work SIM are required: without the call log permission no call is captured at all.
More → Diagnostics - 2
Check the call was on the work SIM and to a lead
On a dual-SIM phone, LumaKol captures calls on the work SIM only and never reads the other SIM. A call to a number that is not a lead is not logged either, unless your workspace turns calls from new numbers into leads. If the wrong SIM is set, change it in More → Calling → Work SIM.
- 3
See what is waiting, then tap Sync now
The Sync section of Diagnostics shows Calls waiting and Changes waiting, and Last sync shows when the phone last reached LumaKol. Calls and outcomes are saved on the phone first and go up as soon as there is a connection, so a call made with no signal is not lost. Tap Sync now to send what is waiting. The chip at the top of the app says Offline, a number to upload, or Up to date; tap it to see what it means.
- 4
Stop the phone from closing LumaKol
When a call ends, Android tells LumaKol, which reads the new call log entry, matches it to the lead and asks for the outcome. Phones that save battery hard close apps in the background, so that signal never reaches the app. In Diagnostics, tap Battery optimisation and set LumaKol so it is not optimised. Then follow the guide for your phone brand, which covers the brand’s own extra settings:
- Xiaomi, Redmi and POCO (HyperOS and MIUI): autostart, battery saver set to No restrictions, and locking the app in recent apps
- Samsung (One UI): unrestricted battery use and Never sleeping apps
- realme, OPPO and OnePlus (realme UI, ColorOS, OxygenOS): Allow background activity, auto launch and locking the app
- Call endson the work SIM
- Call log readneeds the app running
- Matched to the lead
- Outcome prompt
- Synced
What happens after each call - 5
Know that late is not lost
If the phone stopped LumaKol, the calls are still in the phone’s call log. The app picks them up the next time it runs: when you open it, after the phone restarts, and in a background check about every 30 minutes when Android allows it. Only the outcome prompt arrives late. Recordings are different: the app looks for a call’s recording for 24 hours after the call, so open LumaKol at least once a day.
Tip: A caller who opens LumaKol at the start of each day never loses a call, even on the strictest phone. - 6
If recordings do not attach
LumaKol never records calls itself. It attaches the file your phone’s dialer saved, so the dialer must be set to record calls and must save them as audio files on the phone. Then check the switch in More → Calling → Sync dialer recordings. Each call in the Calls tab says where its recording is: Looking for the recording…, Recording found · waiting to upload, Recording uploaded, or No recording found for this call. A call that did not connect has nothing to record, and the file’s length has to match the call’s.
- Waiting to upload for a long time: Upload recordings on Wi-Fi only is on, so it waits for Wi-Fi. Connect to Wi-Fi or switch the option off.
- No recording found: open More → Calling → Recordings folder and choose the folder your dialer saves to (your brand guide says where to look).
- Phones that use the Google Phone app as their dialer keep its recordings inside the Phone app, not as files other apps can open, so LumaKol cannot attach them.
Does your dialer save each recording as an audio file on the phone?LumaKol can attach itWithin 24 hours of the callNothing to attachThe call and outcome still syncRecordings come from the phone’s own dialer - 7
Still stuck? Redo setup or write to support
Redo setup at the bottom of Diagnostics walks you through the setup steps again. If calls still go missing, open More → Help & support → Write to support. Your workspace, account and app version are attached for you, so describe the call that is missing and when you made it.
What you have at the end
- Every required permission marked OK in Diagnostics
- Nothing left in Calls waiting
- The phone no longer closing LumaKol in the background
- Recordings attaching where your dialer saves them as files
Common questions
Does LumaKol need to stay open on the screen?+
No. It only needs to be allowed to run in the background. The settings in this guide and the brand guides stop the phone from closing it while you are not looking at it.
Will these settings drain my battery?+
LumaKol works when a call ends or something changes, plus a quick look at the call log about every 30 minutes. It does not sync on a timer, so letting it run in the background costs little battery.
Can I get calls from an iPhone into LumaKol the same way?+
No. iPhone does not let any app read the call log, so there is no automatic call logging on iPhone. Everything on this page is for the Android app.
Related
- ProductCall tracking appHow the Android app logs every work call to the right lead
- GuideInstall the Android app and set up your work SIM
- GuideKeep calls syncing on Xiaomi, Redmi and POCO
Write to support — every message is answered by a person within one business day.
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