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I can't access this feature

If a button, tab, or option is missing from your Cradle desktop app, your admin almost always has the answer. Here's what to ask them.

A feature is in the help centre, in the changelog, or in something a teammate showed you, but it's not showing up in your Cradle. Almost every time, the fix is a conversation with your Cradle admin, not Cradle support.

Common reasons a feature is missing

  • Your plan doesn't include it. Some features are gated to particular plans. Your admin can check what's on yours.
  • It's an organisation-wide setting that's off for your org. Most feature gating in Cradle is per organisation, not per user. Transfer types (blind, cold, warm) are a clear example: they're switched on or off for the whole organisation. If a teammate doesn't have a feature either, that's the shape of gating you're looking at.
  • Call recording is the one that can go either way. Recording can technically be enabled user by user, but in practice most organisations turn it on for the whole account or leave it off entirely.
  • It's in a private beta or on the roadmap. Some things you may have read about aren't generally available yet. SMS and WhatsApp are the two most common examples: SMS is available on Cradle desktop today for Australian and UK Cradle numbers only (see SMS availability today), and the WhatsApp Business rollout is in private beta ahead of general availability later in 2026.

Groups are about routing inbound calls, not about feature permissions. Being in a different group to a teammate doesn't affect what features you can use; it affects which inbound calls reach you. If you're looking at a feature gap, the answer is your plan or an organisation-wide setting, not your group membership.

What to ask your admin

The faster your admin can resolve it, the faster you're back to work. Send them:

  1. The name of the feature you're trying to use, exactly as it appears in the help centre or the desktop app.
  2. What you were trying to do when you noticed it was missing.
  3. The day and rough time you tried.
  4. Your work email address (the one you sign in to Cradle with).

Your admin can check the relevant setting in the admin portal at admin.cradle.io, or escalate to Cradle support if the answer isn't there.

Who's your Cradle admin?

The person who first invited you to Cradle, or whoever runs your phone system at your organisation. Often the office manager, an operations lead, or someone in IT. If you don't know, ask the AI assistant in this help centre (the chat bubble in the bottom-right corner) and it can look up your account's admins for you.

If your admin says it's a Cradle problem

Then have your admin email help@cradle.io with the details above. Cradle support is open Monday to Friday, 8:30 am to 5:00 pm New Zealand time.

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