Calls to the seller go through a secure Carwow number. If a call isn't working, here's what usually causes it and what to do.
Why isn't my call connecting?
The seller's phone may flag it as spam, because it comes from a Carwow number rather than yours. Sending a text first, or leaving a voicemail, usually gets you a callback.
Some office phone systems (for example 3CX) and VoIP lines don't handle masked numbers well. Try calling from a mobile instead.
Numbers go live once the deal is confirmed, which can take a few minutes.
Why did my call cut off after a few seconds?
This usually means the call didn't reach a phone that can take a voicemail, such as a switchboard. Try calling from your main registered number. If it keeps happening on the same listing, let us know. We're looking into this one.
What do the menu options mean?
If we don't recognise the number calling, we'll ask who's calling so we can put them through to the right person:
I'm the seller
I'm the dealer
I'm collecting the car and need the seller
I'm collecting the car and need the dealer
Tip: collection drivers can use options 3 and 4 before the car is collected. There's no need to wait until delivery. |
The masked number doesn't work with our office phones
Some office phone systems, and rural or low-signal lines, don't always handle calls and texts from masked numbers. For now, please use a mobile for Secure Comms calls, and let us know so we can track how often this happens.
Should I try again or report it straight away?
Give it one more try, and follow up with a text, WhatsApp or email so the seller isn't left waiting. If it still won't connect, let us know. We can see exactly what happened to the call on our side.
Still need help? Email partner.operations@carwow.co.uk with the listing ID and we'll take a look. |