- 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 are using the same user account
- 5. I’ve downloaded the app, but it doesn’t work
- 6. I cannot make outgoing calls
- 7. I can’t make outgoing calls with 5G
- 8. I’m not receiving incoming calls
- 9. I can’t answer calls
- 10. I can’t transfer calls
- 11. My incoming phone number is always my own business phone number
- 12. The connection drops during a call
- 13. When I try to call, I hear a “number is not reachable” tone
- 14. I’m abroad and calling via the app doesn’t work
- 15. My colleagues can’t see me in the app
- 16. I don’t see my company name on my app as set in the dial plan
- 17. Why can’t I call +31(0)612345678?
- 18. I hear a voice announcing the phone number calling me or that I’m calling
- 19. The audio stutters
- 20. There is no audio at all
- 21. I can’t hear the customer
- 22. The customer cannot hear me
- 23. My customer hears an echo
- 24. My Voys app doesn’t work (properly) when I have Bluetooth enabled
- 25. My headset is not working
- 26. I can’t see all my (missed) calls
- 27. The app only rings once
- 28. The app keeps crashing
- 29. Improve call quality
- The problem is not resolved 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.
Whats wrong? | Solution |
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? |
Are you calling via WiFi? | Try calling via 5G. WiFi is often less reliable for calls — switching to 5G is the quickest fix. |
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. |
You get the message: ‘You don’t have an app account. This means you cannot receive incoming calls in Voys.’ | See the You get the message: ‘You don’t have an app account’ section on this page. |
Have you taken over the account from a colleague? | See the I have taken over the app account from a colleague section on this page. |
My colleague and I use the same user account. | See the My colleagues and I use the same user account section on this page. |
Are there any known issues on our end? | Check our status page to see if there’s anything we’re working on. |
2. You get the message: ‘You don’t have an app account. This means you cannot receive incoming calls in Voys.’
No VoIP account is linked to your user account. Without one, you can’t make calls via our platform or over the internet.
I don’t want to use a VoIP account.
Read here.
How do you add a VoIP account?
- Log in to Freedom.
- Go to Admin.
- Go to VoIP Account.
- Click Add. (No Add button? Go to Adding an extra user.
- Enter a description, for example ‘App account’.
- Check that the outgoing number is correct.
- Set the correct call permissions.
- Click Save.
- Continue reading at ‘How do you link a VoIP account to your user account?’.
How do you link a VoIP account to your user account?
- Log in to Freedom.
- Go to Admin.
- Go to Users.
- Click on the email address you use for your app account.
- Go to the Telephony settings tab.
- Go to App account.
- Select the correct VoIP account.
- Scroll down and click Save.
- You’ve now linked a VoIP account to your app account. Delete the app, reinstall it, and you should be good to go.
How do you add a VoIP account with a *complete account*?
- Log in to Freedom.
- Go to Admin.
- Go to Users.
- Click on the email address you use for your app account.
- Click on the Incoming calls tab. (No tab? Head to ‘How do you add a VoIP account’ instead.)
- Click Activate next to Mobile app.
- Click Save.
- You’ve now linked a VoIP account to your app account. Delete the app, reinstall it, and you should be good to go.
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.
If the above hasn’t helped
Go to the The problem is not resolved yet section at the bottom of this page.
4. My colleagues and I are using 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 extensions when taking turns being on duty.
5. I’ve downloaded the app, but it doesn’t work
Your app is set up in the dial plan and you’ve followed the setup instructions, but it still doesn’t work. The phone either doesn’t ring at all, or it rings but nothing happens when you answer. Most likely, your account hasn’t registered yet.
Why does my app register so late?
Unfortunately, there’s nothing we can do about this — iOS is causing the delay.
How can I make it work?
Keep trying. We recommend the following steps in order:
- Make sure your iPhone has the latest software version.
- Reinstall the app.
- Try making a call. Didn’t work?
- Log out of the app, then log back in.
- Try again.
- Have a colleague call you. Does it work now?
- Restart your iPhone.
- Try making a call or have someone call you.
- Still not working? Repeat these steps a bit later. It’s possible the app will suddenly start working on its own.
No matter what I do, it really doesn’t work.
You may be running into a separate issue on top of the registration problem. Go to the The problem is not resolved yet section at the bottom of this page.
6. I cannot 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.
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?
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.
Have you switched VoIP accounts or users for the app?
The iPhone can be slow to handle changes like these. See the I’ve downloaded the app, but it doesn’t work section on this page for steps to get it working.
Are the call permissions enabled for your app?
- Log in 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 — the option was not checked.
- Check the correct call permissions.
- Click Apply.
- Try making a call. Did it work?
7. 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.
8. 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.
Settings: ‘Background App Refresh’
Due to iOS restrictions, we first need to send a message to wake up the app before forwarding a call. Make sure the app is always active.
- Go to Settings on your iPhone.
- Tap on the Voys app.
- Enable Background App Refresh.

I took over the account from a colleague
See the Have I set up the app correctly in Freedom section on this page.
9. I can’t answer calls
You receive an incoming call but can’t answer it.
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.
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.
10. 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?
When you receive a call, the iPhone allows you to answer, but the phone may still be secured with a fingerprint or password. If you want to transfer a call, first unlock your iPhone and open the Voys app. You’ll then be able to see your call and find the transfer option.
11. 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.
12. The connection drops during a call
You’re on a call, but suddenly the connection drops.
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.
13. When I try to call, I hear a “number is not reachable” tone
You’re using the app — for the first time or not — but when calling multiple numbers, you hear a tone saying the number isn’t reachable. You know for a fact those numbers work on other devices.
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?
14. 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.
15. 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.
16. I don’t see my company name on my app as set in the dial plan
With iPhone, only one caller name option can be displayed at a time. We’re unable to configure this differently — we have to work within how iOS handles the data we send.
Alternative solution
Besides variable caller name, we also offer variable announcement. When enabled, you’ll hear which company or department is being called through a brief audio cue when you answer. The customer does not hear this.
17. Why can’t I call +31(0)612345678?
You get a message that the number doesn’t exist. iOS previously supported this number format, but that option has been removed.
If you’ve been using iCloud contacts for years, you may have numbers stored in this format. We recommend saving numbers without the (0) — so +31612345678 instead of +31(0)612345678.
But I can call that number from my regular phone app.
That’s correct — but we’ve made a deliberate choice not to support this format in the Voys app. Our app ignores spaces, brackets, and dashes, but not numbers. This is because number formatting rules differ across Europe. Including both +31 and 0 is redundant — the +31 already replaces the 0 — so we consider this format invalid. Accepting it in some cases would create bigger problems elsewhere.
18. I hear a voice announcing the phone number calling me or that I’m calling
iOS has a feature that announces caller numbers out loud. Here’s how to turn it off.
- Go to Settings on your iPhone.
- Go to Phone.
- Select Announce Calls.
- Choose Never.
- You’ll no longer hear the number being announced.
19. 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.
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?
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.
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.
20. 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. 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.
21. 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. 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.
22. 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. 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.
23. 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.
24. My Voys app doesn’t work (properly) when I have Bluetooth 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 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.
You can also configure your watch settings to prevent it from answering calls from the Voys app.
My headset disconnects when I press accept or when the customer answers.
Some users experience their Bluetooth device disconnecting unexpectedly.
- My headset disconnects briefly but reconnects automatically — we don’t know the exact cause for some devices. Contact us to explore alternative calling options.
- My headset disconnects and doesn’t reconnect — you can manually reconnect during the call:
- Tap the phone icon in the app.
- Select your headset as the audio output.
- You should now be calling through the headset again.
- My headset disconnects and I can’t reconnect it at all — contact us to explore alternative calling options.



25. My headset is not working
Your headset is paired, but calls via the app still aren’t working properly.
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 — go to the The problem is not resolved yet section at the bottom of this page.
26. 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.
27. The app only rings once
Due to iOS restrictions, apps are limited in how they can run in the background. For incoming calls, we first send a message to wake up the app. If the app 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 over WiFi?
Try calling over 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.
How can iOS be the cause of this problem?
iOS always makes the Voys app ring once for an incoming call, even if that call is no longer available — for example, if a colleague has already answered it. This is a VoIP limitation on iOS that affects all VoIP apps, not just ours.
Is Screen Time enabled on your iPhone?
If you use Screen Time, make sure the Voys app is added to Always Allowed.
- Go to Settings on your iPhone.
- Go to Screen Time.
- Tap Always Allowed.
- Scroll down and find the Voys app.
- Tap the plus icon to add it.
Background refresh must be enabled.
Due to iOS restrictions, we first need to send a message to wake up the app before forwarding a call. Make sure the app is always active.
- Go to Settings on your iPhone.
- Tap on the Voys app.
- Enable Background App Refresh.
Why is iOS 13 a step backward for VoIP apps?
A regular VoIP device maintains an open connection with our platform and can be reached immediately when a call comes in. Mobile apps can’t do this — they use push notifications instead to save battery.
Since iOS 13, Apple changed how VoIP push notifications work. This forces us to:
- Make the app ring and show an incoming call notification before we know whether the connection is good enough to actually handle the call.
- Start a “call answered” timer when you press answer, even though the call may already have been picked up by a colleague or dropped.
- Create a call interface immediately via push notification — even though the actual SIP call still needs to be established separately.
The result: your iPhone may ring once even when no call can be established. We’ve done everything we can to work around this, but Apple’s requirements make it unavoidable.
28. 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 would like to access your contacts’, tap Don’t Allow.
- Try the app again. No more crashing? Then the number of contacts is too large for the app to handle.
- If this doesn’t solve the problem, continue reading.
29. 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.
This can happen even if you have a fast and reliable WiFi network.
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.
Some users experience a brief loss of audio when switching between WiFi and 5G. If that happens, enable remote logging and use the feedback button in the app as described below.
The problem is not resolved yet
Enable remote logging.
- Open the app.
- Go to Profile.
- Go to App preferences.
- Scroll down to Debugging.
- Turn on Remote Logging.
- Tap Send under Send today’s activity.
Send feedback.
- Make sure Remote Logging is enabled.
- Tap Send feedback.
- Briefly describe your problem. For example: ‘I can make outgoing calls, but I can’t receive incoming calls.’
- Include a few specific examples with date, time, and phone number. For example: March 12 at 13:13 with phone number 0612345678.
- Tap Send feedback.
I want to contact customer service.
- Make sure Remote Logging is enabled.
- Note a few specific examples with date, time, and phone number.
- Contact us via the call icon in the bottom right corner of this page.
Related Pages
Android Voys App Problem Solver
Using the Voys App on a privacy-focused phone (e.g., Brix3)