Android Voys App Problem Solver

• I can’t make outgoing calls
• My customer hears an echo
• You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'
• My colleagues can't see me in the app
• I can't answer calls
• My incoming phone number is always my own business phone number
• The connection disconnects during a call
• My colleagues and I use the same user account
• Improve call quality
• My Voys app doesn't work (properly) when Bluetooth is enabled.
• I have taken over the app account from a colleague
• There is no audio at all
• I can't see all my (missed) calls
• The customer cannot hear me
• I'm abroad and calling via the app doesn't work
• I'm not receiving incoming calls
• The app only rings once
• The app keeps crashing
• I can't hear the customer
• Android Native VoIP Client
• I can't make outgoing calls with 4G
• Have I set up the app correctly in Freedom?
• The audio stutters
• My headset is not working
• When I try to call, I hear a "number is not reachable" tone
• Make the Voys app work only via mobile data
• The problem is not solved yet
• Related Pages

I can’t make outgoing calls

You are using the app for the first time or you already have it in use, but you can't make outgoing calls. Follow the questions below step by step to see if we can solve the problem.

Are there any known issues with our service?

Click here to see if your problem cannot be solved for now and what we are working on.

Are call permissions enabled for your app?

• Login to Freedom with an Admin account.
• Go to Admin.
• Go to VoIP-Account.
• Check the box for your VoIP account for the app:

• Were you trying to call an international number? In this example, that was the problem. It's not checked.
• Check the correct call accesses.
• Click Apply.
• Now try making a call. Did it work?

My customer hears an echo

A handful of customers have reported that their customers always hear an echo during phone calls made with the app. At this moment, we cannot pinpoint the exact cause of this problem. This is partly because we have not been able to reproduce the issue ourselves. We have paused our investigation into the root cause, but we would still like to hear from you if you experience this problem.

Temporary solution

There is a way to remove the echo during the call.

• Turn on the speaker during the call.
• The customer will no longer hear an echo.

We understand that this can be very frustrating. If you're looking for another way to make calls, please contact us. We're happy to help you find a solution.

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

This help page addresses the error message "You don't have an app account. This means you cannot receive incoming calls in Voys" and provides comprehensive solutions to resolve this VoIP account connectivity issue. The page explains what this error means, outlines the necessary steps to create and link a VoIP account to your user account, covers the process for users with complete accounts who need to activate mobile app functionality, and includes guidance for users who prefer not to use a VoIP account, ensuring all users can successfully configure their calling capabilities within the Voys platform.

How do you add a VoIP Account?

• Log in Freedom.
• Go to Admin.
• Go to VoIP account.
• Click on add (If you don't have an add button, continue reading at 'How do you add a VoIP Account with a complete account').
• Enter a description for example 'App account'.
• Check if the outgoing number is correct.
• Set the correct call permissions.
• Click on save.
• Continue reading at 'How do you link a VoIP account to your user account?'.

My colleagues can't see me in the app

You are not visible in your colleagues' app. Your colleagues should log out and log back in to the app. If all goes well, you should then be visible to that colleague.

I can't answer calls

This help page provides troubleshooting steps for users who are unable to answer incoming calls on their mobile app. The page covers initial diagnostic checks including verifying known service issues and ensuring all software is updated (app reinstallation, phone updates, and restarts), testing different network connections (switching from WiFi to 4G/5G) and disabling Bluetooth to identify interference issues, and advanced troubleshooting steps when basic solutions don't work, including enabling remote logging to capture diagnostic data, sending detailed feedback with specific examples of failed calls (dates, times, and phone numbers), and preparing comprehensive information before contacting customer service for personalized support.

My incoming phone number is always my own business phone number

Either your app is not ringing (and it's forwarding the call to your mobile provider) or you have your mobile number set up in the dial plan. That mobile number then has a setting that shows you the dialed number (your own business number) instead of the caller's number. Read on to learn how to solve this.

I want to make sure that when calls come in on my mobile number, I see the customer's number and not our number.

• Log in to Freedom.
• Click on Admin.
• Choose Fixed/Mobile.
• For Caller ID Forwarding choose Caller's number.

• Click Save at the bottom of the page.
• You will now see the customer's number.

The connection disconnects during a call

This help page addresses the frustrating issue of call connections dropping unexpectedly during conversations, including situations where colleagues receive calls but nothing happens on your device. The page covers initial diagnostics to check for known service outages or platform-wide issues, provides systematic troubleshooting steps including app reinstallation and device updates to ensure optimal software performance, explains network connectivity testing by switching between WiFi and cellular connections to identify connection stability issues, and includes guidance on resolving Bluetooth-related interference that may cause call interruptions.

My colleagues and I use the same user account

The app is not designed to be shared with a colleague or multiple colleagues in combination with calling. This could lead to problems.

Improve call quality

With the Voys app, you make calls through your smartphone's internet connection, either via 4G/5G or WiFi.

The network

With the Voys app, you make calls through your smartphone's internet connection, either via 4G/5G or WiFi. Using 4G/5G is strongly preferred for the best call quality, as WiFi is often simply less reliable.

Calling via WiFi

This might sound a bit strange, as many people are used to the idea that WiFi is the fastest and most reliable option. For watching videos, downloading photos, and similar activities, this is indeed true. But a phone call is different because it's a direct connection.

When your smartphone is connected to a WiFi network, the app automatically uses it. In most cases, this works fine, but sometimes it can cause issues with call quality. With a WiFi connection, calls are more likely to stutter, have delays, or drop completely. The app can't do anything about this. However, you can fix it by switching to 4G/5G.

Turn off WiFi

We therefore recommend using the app with 4G/5G. If you notice that your call quality is poor, turn off your WiFi connection. The call will automatically switch to 4G. You can do this during an ongoing call, on both Android and iOS phones.

My Voys app doesn't work (properly) when Bluetooth is enabled.

You've discovered that when you turn off Bluetooth, your app suddenly works properly. On this page, you can find out if there's a solution to use your app while having Bluetooth enabled.

I have taken over the app account from a colleague

If you take over an app account from a colleague, it may not work immediately. Make sure you follow the steps below to determine if this resolves the issue.

Are there multiple users linked to your App VoIP-Account?

• Log in Freedom
• Go to Admin
• Go to VoIP-Account
• Check the VoIP account where you see your email address and where it also says (App) in parentheses. Are there multiple users linked?

Yes

Make sure that you become the only linked user.

• Go to Admin.
• Go to Users.
• Click on the email address that is also linked to your app account.
• Go to the Telephony settings tab.
• Go to VoIP-accounts.
• Deselect your app account.
• Click Save.
• Delete the app and download it again. Now it should work.

No, continue reading.

Have you arranged a new password?

• Go to Freedom
• Click on Forgot password.
• Enter your email address that is known to us.
• Click on Reset my password.

I'm not receiving any email

• Is the email in your Spam folder?
• Is the email in your unwanted mail?
• Did you enter the correct email address?
• Not sure which email address is being used? Continue reading below.

There is no audio at all

When I call a customer or have answered a call, there is a connection but there is no audio.

I can't see all my (missed) calls

The customer cannot hear me

When I use the app with or without my headset, the customer cannot hear me.

Is everything up to date?

Are you calling via WiFi?

Are you using Bluetooth on your phone?

I'm abroad and calling via the app doesn't work

This help page provides troubleshooting guidance for using the Voys app to make calls while traveling abroad for work. The page covers a systematic approach to resolving calling issues by first checking for known service problems, ensuring your app and phone are updated (including reinstallation steps and phone restarts), addressing potential Bluetooth interference, verifying correct number dialing, examining connectivity options (WiFi vs mobile data considerations for cost and reliability abroad), testing anonymous calls to identify country-specific regulations, and directing users to additional troubleshooting resources or customer support if the initial solutions don't resolve the calling problems.

Are there any known issues on our side?

Is everything up to date?

Are you using Bluetooth on your phone?

Are the phone numbers you're dialing correct?

Are you using WiFi or Mobile data?

Can you make anonymous calls?

If the above solutions haven't helped.

I'm not receiving incoming calls

Your colleague is receiving calls, but nothing is happening on your end.

Are there any known issues on our side?

Is everything up to date?

Are you calling over WiFi?

Are you using Bluetooth on your phone?

I have a Huawei phone.

Phone setting: 'Always run in the background'.

I took over the account from my colleague

The app only rings once

Due to Android restrictions, our apps are limited in how they can run in the background. For incoming calls, we first have to send a message to wake up the app. If the app wakes up and responds in time, we forward the call to the app. These messages are processed by a new middleware component.

Is everything up to date?

Are you calling via Wifi?

Phone setting: 'Always allow to run in the background'.

I have a Huawei phone.

The app keeps crashing

Every time I open or use the app, it crashes.

Is your phone's contact list linked to the app?

I can't hear the customer

When I use the app with or without my headset, I never hear any audio.

Are there known issues on our side?

Is everything up to date?

Are you calling via WiFi?

Are you using Bluetooth on your phone?

Android Native VoIP Client

Some Android devices have a built-in VoIP Client. VoIP works well with this VoIP client, but you need to make a small adjustment in the settings of your VoIP account.

Note: some manufacturers like Samsung have disabled the SIP capabilities in their custom ROM.

Setting up the Android SIP client

On your phone, go to:

• Menu
• Settings
• Call settings
• Accounts
• and click on "Add Account"

In the Android SIP client, enter the following details:

• Username (Account ID)
• Password
• Server

Next, you can indicate whether the VoIP account is your primary account. This is the "main" account among the SIP accounts and the account you will use by default for outgoing calls.

Now, you can specify whether you want to receive incoming VoIP calls. This consumes approximately 5% of your battery power over 16 hours of use.

Outgoing call settings

Finally, you can determine your "outgoing call settings." These can be found under:

• Menu
• Settings
• Call settings
• Use Internet calling

Then you can choose from:

• All calls
• Only Internet calls
• Ask for each call.

If you have a "standard" Android phone, "Ask for each call" is a good option. When you have a WiFi/4G/5G connection and want to make a call, the device will ask whether you wish to use your mobile or your VoIP account.

I can't make outgoing calls with 4G

I read that calling over Wi-Fi is not the best way, but I also can't make outgoing calls using 4G. What should I do?

Are there any known issues with us?

Is everything up to date?

What about your mobile provider?

Have I set up the app correctly in Freedom?

You've installed the app, but you're immediately running into problems. Nothing works. There might be an issue with the VoIP account you're using.

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

Have you taken over the account from a colleague?

My colleague and I use the same user account.

Are there known issues on our end?

Is everything up to date?

Are you calling via WiFi?

Are you using Bluetooth on your phone?

The audio stutters

The customer and/or I notice that there is noise or that I occasionally drop out.

Are there any known issues on our end?

Click here if your problem can't be solved right now and what we're working on.

Are you calling via WiFi?

Try calling via 4G/5G. Is your problem solved or does this work better? Then we recommend you to call via that network for better reachability. Read here more about the network.

My headset is not working

You have paired your headset with your phone, but when you try to make calls via the app, it's still not working properly. Read below for some things you can try to solve this issue.

Have you enabled call permissions on your phone?

Is your headset paired with multiple devices?

Try calling without a headset. Does that work?

When I try to call, I hear a "number is not reachable" tone

Are there any known issues on our end?

Is everything up-to-date?

Are you calling via WiFi?

Are you using Bluetooth on your phone?

Can you receive incoming calls?

Are the call settings correct?

Make the Voys app work only via mobile data

Android has an update where you can decide per app whether you want it to use 4G. Our Voys app works better on 4G than on Wi-Fi. It makes sense to use this feature.

We have tested this with several devices and so far we are satisfied with the results.

This feature does not appear to work in combination with Call through.

How do I enable this for:

The problem is not solved yet

Enable Remote logging.

Send feedback.

I want to contact customer service to solve my problem.

Related Pages