If your presence dot in the Cradle desktop app is grey and the label reads Offline, the fix is almost always one click. Most "I'm showing as offline" cases aren't a connectivity problem at all, they're a presence setting that someone (or Cradle's automatic offline detection) flipped to Offline.

Are you actually signed in?

This is the first question to settle, because the answer changes what you do next:

You're signed in, you can see your call tab, but your presence dot is grey. Your account is online. Your presence is set to Offline. Skip to Set your presence back to Available.
You can't sign in at all, or Cradle is telling you it can't reach our service. Skip to If Cradle says it can't reach the internet.

If you're signed in, your machine has internet. Cradle wouldn't have got you past the sign-in step otherwise.

Set your presence back to Available

The presence dot lives in the top right of the desktop app, just to the left of the Audio Settings speaker icon. Its colour shows your current presence (green = Available, orange = Away, red = Busy, grey = Offline). The dot is a visual indicator only; you change your presence from the Settings tab.

Open the Settings tab in the Cradle desktop app.
Click your name at the top of the Settings panel.
Select Available.

That's it. The dot turns green, your colleagues see you as Available, and Cradle starts routing inbound calls to you again.

If the dot keeps flipping back to Offline on its own, read on - one of the sections below probably applies.

If Cradle says it can't reach the internet

When Cradle first opens, it checks it can reach the Cradle service. It also checks a generic well-known site (Google and Cloudflare) to confirm general internet connectivity. If those checks fail, the app shows a banner that says it can't reach the parts of the internet it needs to right now.

If you see that banner:

Check your internet. Open a web page in your browser. If cradle.io (or any site) won't load, your network is down. Fix the network first; Cradle will reconnect on its own once it's back.
Restart Cradle once the network is back, if it doesn't reconnect within 30 seconds.
Check status.cradle.io. If the service itself is having an issue, it'll be on the status page.

Offline detection has set you offline automatically

Cradle has an Offline detection setting that automatically puts you on Offline when the app loses its internet connection, when your computer sleeps, or when you quit the app. It's on by default and it's usually doing you a favour, but it can leave you stuck on Offline if the trigger fired and Cradle hasn't realised the network (or your laptop) is back.

To check or change the setting:

Open the settings screen in the Cradle desktop app.
Find Offline detection in the presence panel.
Toggle it off if you want to override it, or leave it on and manually set your presence back to Available with one click on the presence dot.

See Setting your status for more on the automatic settings.

You woke your computer from sleep

If you opened your laptop and the Offline label was already there when Cradle loaded, the app is probably still working through the wake-up. Network reconnection isn't instant.

Give it 10 to 30 seconds. Cradle should flip to Available automatically once it has a steady connection.
If it doesn't, click the presence dot and set yourself back to Available. If that still doesn't stick, quit Cradle and reopen it; the cleanest reset after a long sleep.

A second device of yours has gone offline

Presence is one state per Cradle account. If you're signed in on another computer or your phone and that device went offline (closed laptop, dead battery, lost Wi-Fi), the Offline state can sometimes ride across to the device you're on now.

Check the device you're not actively on (your home laptop, your phone). If Cradle's still open there, either bring it back online or quit it.
See Signing in on multiple devices for how multi-device presence works.

Note: opening Cradle on a second desktop will close the first

Cradle allows one active desktop session at a time. If you open the desktop app on a second computer, the desktop session on the first machine receives a notification and then exits automatically. This is by design - it prevents the two desktops from racing to answer the same call. The mobile app is separate and stays signed in regardless.

If your colleague says "Cradle just told me it was being signed out somewhere else", that's why.

Still stuck?

If you're signed in, the dot is green, and calls still aren't reaching you, the issue is probably routing rather than presence. Email help@cradle.io with:

Your work email.
Whether other users in your firm are receiving calls right now.
The phone number that's calling in (or that you'd expect calls to come in on).
Cradle support is open Monday to Friday, 8:30 am to 5:00 pm New Zealand time.

Cradle says I'm offline