Android Voys App Problem Solver

Something not working the way it should? This page walks you through the most common issues with the Voys app on Android — step by step, starting with the most likely cause. Work through the steps in order and stop as soon as your problem is solved.

• 1. Have I set up the app correctly in Freedom?
• 2. You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'
• 3. I have taken over the app account from a colleague
• 4. My colleagues and I use the same user account
• 5. I can’t make outgoing calls
• 6. I can’t make outgoing calls with 5G
• 7. I’m not receiving incoming calls
• 8. I can’t answer calls
• 9. I can’t transfer calls
• 10. My incoming phone number is always my own business phone number
• 11. The connection drops during a call
• 12. When I try to call, I hear a “number is not reachable” tone
• 13. I’m abroad and calling via the app doesn’t work
• 14. My colleagues can’t see me in the app
• 15. The audio stutters
• 16. There is no audio at all
• 17. I can’t hear the customer
• 18. The customer cannot hear me
• 19. My customer hears an echo
• 20. My Voys app doesn’t work (properly) when Bluetooth is enabled
• 21. My headset is not working
• 22. I can’t see all my (missed) calls
• 23. The app only rings once
• 24. The app keeps crashing
• 25. Improve call quality
• 26. Make the Voys app work only via mobile data
• The problem is not solved yet
• Related Pages

1. Have I set up the app correctly in Freedom?

You’ve installed the app, but you’re running into problems right away.

2. 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?'.

3. I have taken over the app account from a colleague

Taking over an app account can be a bit tricky. Work through the steps below to get things sorted.

Are there multiple users linked to your app VoIP account?

• Log in to Freedom.
• Go to Admin.
• Go to VoIP Account.
• Find the VoIP account that shows your email address and has (App) in the name. Are there multiple users linked to it?

Yes — make sure you are 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, reinstall it, and you should be good to go.

No — continue reading.

Have you set a new password?

• Go to Freedom.
• Click Forgot password.
• Enter the email address registered with us.
• Click Reset my password.

I’m not receiving the email

• Check your spam folder.
• Check your junk mail folder.
• Make sure you entered the correct email address.

4. My colleagues and I use the same user account

The app is not designed to be shared by multiple colleagues in combination with making calls. This can cause problems.

What happens if we log in at the same time and want to make calls?

It’s possible, but as soon as the app is used, it checks whether you’re logged in on multiple devices and will automatically log out the others. This only happens if a VoIP account is linked.

Making calls doesn’t work well when multiple colleagues share the same account. Taking turns can work, but it’s not guaranteed. We recommend a separate account for each colleague.

We want to log in at the same time, but we don’t want to make calls with the app.

No VoIP account linked? You can still use the app to manage availability — for example, switching between mobile numbers or devices when taking turns being on duty.

5. I can’t make outgoing calls

You’re using the app for the first time, or you’ve been using it for a while — but outgoing calls aren’t working. Let’s figure out what’s going on.

Are there any known issues with our service?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential problems. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi calls are more likely to stutter, drop, or cause delays — switching to 5G usually fixes this. See the Improve call quality section below for more tips.

6. I can’t make outgoing calls with 5G

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

What about your mobile provider?

Your provider may have limited coverage at your location. Your internet works fine for messaging and browsing, but calling through the app doesn’t. Try the following:

• Do you have this problem at multiple locations — at home, at work, and on the go?
• No — the problem is likely limited coverage at that specific location.
• Yes, continue reading.
• Have you checked with your provider whether they have good coverage at those locations?
• Yes, and they confirmed an issue — that needs to be sorted on their end before we can tell if there’s also something on ours.
• No, continue reading.
• Do colleagues with the same provider also experience this? Mention it when you contact us — it helps.

7. I’m not receiving incoming calls

Your colleagues are getting calls, but your phone stays quiet.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling over WiFi?

Try calling over 5G. Is your problem resolved, or does this work better? If so, we recommend using that network. WiFi is often less reliable for receiving calls — 5G is more stable.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

I have a Huawei phone.

Due to trade restrictions, Huawei phones don’t support Google Push Notifications — which is why incoming calls don’t work on Huawei devices. Go to Why isn’t the Voys app working on my Huawei?

Phone setting: ‘Always run in the background’

Android limits how apps run in the background. For incoming calls, we first send a message to wake up the app. If it responds in time, we forward the call.

Enabling ‘Always run in the background’ often makes incoming calls more reliable.

• Open the app.
• Tap Settings.
• Go to Calling.
• Turn on Always run in the background.

• The slider moves to the right and can’t be turned back.

I took over the account from a colleague

See the Have I set up the app correctly in Freedom section on this page.

8. I can’t answer calls

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for a step-by-step reinstallation guide.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi calls are more likely to stutter or drop — 5G is more reliable. See the Improve call quality section below.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

9. I can’t transfer calls

You are on a call, but the transfer button is not available.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi is often less reliable for calls — switching to 5G usually helps.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

Is your phone unlocked?

Make sure your phone is unlocked when you want to transfer a call. Open the Voys app to find the transfer option.

10. My incoming phone number is always my own business phone number

Either your app isn’t ringing and it’s forwarding calls to your mobile provider, or your mobile number is set up in the dial plan with a setting that shows you the dialed number instead of the caller’s. Here’s how to sort it.

I want to see the customer’s number when calls come in on my mobile 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.
• Done — you’ll now see the customer’s number.

I want to add my app to the dial plan instead of my mobile number.

• Log in to Freedom.
• Click on Dial Plans.
• Click on your business phone number.
• If your mobile number is listed, click Modify Dial Plan.
• Click Modify next to your mobile number.
• Change Fixed/Mobile to User or VoIP Account.
• Choose your email address or your app VoIP account.
• Click Save.
• Click Save Changes.
• Your app is now in the dial plan.

But why isn’t my app ringing?

There are a few possible causes. Work through the steps below.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi is often less reliable for calls — switching to 5G usually helps.

11. The connection drops during a call

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi connections can cause calls to drop — 5G is much more stable.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

12. When I try to call, I hear a “number is not reachable” tone

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi is often less reliable for calls.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now?

Can you receive incoming calls?

• Log in to Freedom.
• Go to Dial Plans.
• Click on your phone number.
• Click Edit Dial Plan.
• At the top of the dial plan, click Add Step.
• Choose VoIP Account and select the account your app is connected to.
• Click Save.
• Click Save Changes.
• Have a colleague call your business number from another phone.
• Yes, it works — now try making an outgoing call. The successful incoming call may have helped establish the connection.
• No, still not working — continue reading.

Are the call settings correct?

• Log in to Freedom with an Admin account.
• Go to Admin.
• Go to VoIP Account.
• Check the box next to your VoIP account for the app.
• Check the correct call permissions.
• Click Apply.
• Try making a call. Did it work?

13. I’m abroad and calling via the app doesn’t work

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

Are the phone numbers you’re dialing correct?

Have a colleague try making a call, or use a different device. Make sure you’re dialing the number correctly.

Are you using WiFi or mobile data?

WiFi abroad is often more cost-effective — especially outside Europe. That said, we can’t guarantee the app will always work over WiFi. Try switching to mobile data. If that fixes it, consider getting a local SIM card.

Can you make anonymous calls?

Try making an anonymous call. If that works, it may be due to local regulations. Reach out to us and we’ll investigate.

If none of the above has helped

Contact us via the call icon in the bottom right corner of this page.

14. My colleagues can’t see me in the app

Ask your colleagues to log out and log back in to the app. That should do the trick.

15. The audio stutters

There’s noise, dropouts, or the audio occasionally cuts out.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi connections can cause audio to stutter or cut out — 5G is more stable for calls.

16. There is no audio at all

You’re connected, but there’s no audio at all — nothing in, nothing out.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential problems. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi can interfere with audio — switching to 5G often solves it.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

17. I can’t hear the customer

You’re on a call — with or without a headset — but you can’t hear anything.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi can interfere with audio — switching to 5G often solves it.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

18. The customer cannot hear me

You’re on a call — with or without a headset — but the customer can’t hear you.

Are there any known issues on our end?

Check our status page to see if there’s anything we’re working on.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential problems. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi can interfere with audio — switching to 5G often solves it.

Are you using Bluetooth on your phone?

Turn off Bluetooth. Does it work now? See the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.

19. My customer hears an echo

A number of customers have reported that their callers always hear an echo during calls made with the app. We haven’t been able to reproduce the issue ourselves, so we can’t pinpoint the exact cause just yet. Our investigation is paused for now — but we’d still love to hear from you if you run into this.

Temporary fix

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

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

We get that this isn’t ideal. If you’re looking for another way to make calls, get in touch — we’re happy to help you find something that works.

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

So turning off Bluetooth fixes it — good to know. Let’s see if there’s a way to keep Bluetooth on and still have the app work properly.

I have a Galaxy Watch connected to my phone.

Is your Galaxy Watch updated to the latest version?

• Read here how to update the Galaxy Watch 4.
• Read here how to update the Galaxy Watch 5.

If your watch is up to date, make sure call answering is turned off on it.

• Go to Settings on your phone.
• Go to Connections.
• Go to Bluetooth.
• Tap the settings icon next to your Galaxy Watch.
• Uncheck the option to receive phone calls.

I have a smartwatch connected to my phone.

Your smartwatch may accidentally take over your audio when the app connects to a caller. Follow the steps below to prevent this.

• Turn off Bluetooth or disconnect your smartwatch.
• Have someone call your app.
• Does it work? Then the smartwatch was causing the interference.
• End the call.
• Reconnect your smartwatch or turn Bluetooth back on.
• Have someone call your app again.
• If all goes well, it will work now.

21. My headset is not working

Your headset is paired, but calls via the app still aren’t working properly.

Have you enabled call permissions for your headset?

• Go to Bluetooth settings.

• Tap the arrow next to the device you want to use with the app.
• Turn on the toggle for Calls.

Is your headset paired with multiple devices?

Make sure your headset is only paired with your phone. If this fixes it, the headset probably can’t switch between multiple devices properly.

Try calling without the headset. Does that work?

• Disconnect the headset from your phone.
• Make a call using the app.
• Yes, it works — reconnect the headset. If the problem comes back, continue reading.
• No, still not working — turn off Bluetooth. Can you make calls now?
• Yes — see the My Voys app doesn’t work (properly) when Bluetooth is enabled section on this page.
• No — if your problem isn’t listed above, go to the The problem is not resolved yet section at the bottom of this page.

22. I can’t see all my (missed) calls

• Open the app.
• Go to Profile.
• Go to App preferences.
• Go to Recents.
• Enable Show tab with all calls.
• Go to Recents at the bottom of the screen.
• You now have two tabs: Personal and All.
• In All, you can see all your calls.

23. The app only rings once

Android limits how apps run in the background. For incoming calls, we first send a message to wake up the app. If it responds in time, we forward the call.

Is everything up to date?

• Reinstall the app. This ensures you have the latest version and helps rule out other potential issues. Click here for step-by-step reinstallation instructions.
• Does your phone have the latest software update? If not, update your phone.
• Restart your phone. Did this help?

Are you calling via WiFi?

Try calling via 5G. Is your problem resolved, or does this work better? If so, we recommend calling via that network. WiFi is often less reliable for calls — 5G helps the app wake up faster too.

Phone setting: ‘Always allow to run in the background’

• Open the app.
• Tap Settings.
• Go to Calling.
• Enable Always allow to run in the background.

• The slider moves to the right and can’t be turned back.

I have a Huawei phone.

Due to trade restrictions, Huawei phones don’t support Google Push Notifications — which is why incoming calls don’t work on Huawei devices. Go to Why isn’t the Voys app working on my Huawei?

24. The app keeps crashing

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

Is your contact list linked to the app?

Got a lot of contacts? The app may not be able to handle that many.

• Uninstall the app.
• Reinstall the app.
• When the app asks: ‘Voys wants access to your contacts’, tap Don’t allow.

• Try the app again. No more crashing? Then the contact list was the culprit.
• If it’s still crashing, continue reading.

25. Improve call quality

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

The network

5G is strongly preferred for the best call quality. WiFi is often less reliable for calls.

Calling via WiFi

When your smartphone is connected to WiFi, the app uses it automatically. In most cases this works fine, but it can sometimes cause issues: calls over WiFi are more likely to stutter, have delays, or drop entirely. The app can’t prevent this, but switching to 5G usually fixes it.

Turn off WiFi

If you notice your call quality is poor, turn off WiFi. The call will automatically switch to 5G. You can do this during an active call, on both Android and iOS.

26. Make the Voys app work only via mobile data

Android lets you choose per app whether it should use 5G even when WiFi is available. Since the Voys app works better over 5G, this is worth setting up.

Note: this feature doesn’t appear to work in combination with Call through.

For Samsung and other Android phones

• Go to Settings.
• Go to Connections.
• Choose Data usage.
• Tap Apps using mobile data only.
• Find the Voys app.
• Turn on the switch next to the Voys app.

The Voys app will now use mobile data even when you’re connected to WiFi. Make sure to test it on your phone.

For Poco and Xiaomi phones

• Go to Apps.
• Choose Manage apps.
• Tap the Voys app.
• Look for Restrict Data Usage.
• Choose Mobile data.
• Tap OK.

The Voys app will now use mobile data even when you’re connected to WiFi. Make sure to test it on your phone.

The problem is not solved yet

Enable Remote logging.

• Open the app.
• Go to Profile.
• Go to App preferences.
• Scroll all the way down to Debugging.
• Turn on Remote Logging.
• Click Send under Send today's activity.

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Related Pages

iPhone Voys App Problem Solver

Using the Voys App on a privacy-focused phone (e.g., Brix3)

Why isn’t the Voys app working on my Huawei?

How to use the Voys app

The Voys App