Voicemails aren't showing up on the app

[PepHealth]

When we receive voicemails, we are only receiving an email notification with the voicemail attached, but we want to  receive and listen to the voicemail on the GoTo app as well. How can we listen and see any voicemails on the mobile app?

[KateG]

Hi @PepHealth welcome to the GoTo Community. 

Do you see the voicemail when you tap on Phone and Voicemail? 

[PepHealth]

Hey Kate, thanks for getting back to me.

No the voicemail section is empty on the app when you select voicemail.

I think theres an issue with the account configurations as the emails are getting sent to a different inbox and maybe thats causing them not to show under the main account? e.g. GoTo main account is a@mail.com and the email that the voicemails are received are on b@mail.com.

I'd still like the notifications to go to b, but the voicemails should be under the main account A.

[KateG]

@PepHealth so it sounds like voicemails are being routed to the wrong email account?  I can see if there is a way to fix that. Have you logged in with the 'wrong' email to see if the voicemails are there? 

[PepHealth]

That email address doesn't have an account linked to it on GoTo. I even tried to reset the password for the account to see if there was a hidden account but there isn't anything.

[KateG · Accepted solution]

@PepHealth That's odd. I'm not able to replicate this on my end. 

I wasn't able to find an account associated with the email you used to sign up for Community, so maybe there is some issue there?  I would recommend reaching out to Customer Support who can take a deeper look into the extension, account and email associated with it. 

[PepHealth]

Ah ok thats weird because this is the account that I use to login to my GoTo account so looks like there are a few problems here.

I'll reach out to support thank you Kate.

[KateG]

@PepHealth I'm sending you a PM with further information on this issue. Please check your messages.