iPhone Voys App Problem Solver

Click here to see if your problem can't be solved at the moment and what we're working on.

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

Try calling via 4G/5G. If your problem is resolved or works better, we recommend using that network for better reliability. Read here for more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

When you receive a call, the iPhone allows you to answer but the phone may still be secured with fingerprint or password. If you want to transfer a call, first make sure you unlock your iPhone and click on the Voys app. You will then be able to see your call and find the transfer option immediately.

Do you have many contacts in your contact list? It's possible that our app can't handle that many.

• Remove our app from your phone.
• Reinstall the app.
• You will now receive several permission requests.
• When Voys shows the notification: 'Voys would like to access your contacts', press Don't Allow.
• Try using the app again. Is it no longer crashing? Then our app cannot handle the number of your contacts. It's too many.
• If this doesn't solve the problem, continue reading.

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 explore options with you.

• 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.
• Is your phone running the latest update? If not, update your phone.
• Restart your phone. Did this help?

Try calling over 4G/5G. If your problem is resolved or works better, we recommend using that network for better reachability. Read here for more information about the network.

The iOS operating system always makes the Voys App ring once for an incoming call, even if that call is no longer available. This can happen, for example, if you're in a call group and one of your colleagues has already answered the call.

This is a VoIP issue that always occurs with iOS. The Voys App is therefore not the only app with this problem. All other VoIP apps are affected, such as Bria or Zoiper. Our developers are doing everything possible to make the Voys App work as well as possible within the limitations of iOS.

Are you using the Screen Time feature? Make sure to add our app to Always Allowed.

• Go to the settings of your iPhone.
• Then go to Screen Time.
• Click on Always Allowed.
• Scroll through the list until you see the Voys app.
• Press the plus icon.

Due to iOS restrictions, our apps can only run in limited ways in the background. Therefore, with incoming calls, we first need to send a message to wake up the app. If the app does this and registers in time, we forward the call to the app. The messages for this are processed by a new middleware component. So make sure the app is always active.

• Go to the settings of your iPhone.
• Click on our app.
• Enable background refresh.

A VoIP device, such as a Yealink t41s, maintains an open connection (via REGISTER requests) with a VoIP platform. As soon as someone calls, they can find each other immediately. Mobile apps cannot maintain an open connection with our VoIP platform; they communicate via push notifications. This can be seen as an intermediate step between the VoIP platform and our app.

A phone device registers with us so we know how and where we can reach it. This includes IP address and port, the type of communication UDP/TCP/WS/TLS, and whether it's encrypted or not. When a call comes in for that device, we can route the call to it.

For a mobile device, keeping this continuously open doesn't work because the phone would drain quickly. By using push messages, we can wake up the app when there's a call, activating the app only when needed so it consumes energy only when necessary.

All calls are established in the following way:

Call from the caller —> VoIP Platform (Voys) —> Apple/Google Push Notification service —> Device —> Voys App.

Since iOS13, Apple has made a major change to their Apple Push Notification service. Because pushVoIP notifications were being misused for non-VoIP purposes, Apple completely revamped it. This means we now have to do things that aren't logical.

1. With a push notification, we need to make the app ring and notify that there's an incoming call, even though we don't know if there's a good internet connection to conduct a call. After that, we have the app register on our platform so we can send a call to the app. This is completely backward because you'd want to hear a ringtone only after the device has registered. But this is what Apple requires.
2. When you press answer, we need to start a timer showing that the call has been answered, but it's possible that a colleague just beat you to it, or that your (internet) connection has a problem and our system doesn't receive the message, meaning the call can't be established. So again, we have to pretend there's a call while it's not yet set up. This can create the impression that the app isn't working properly, but this is because we have to follow Apple's rules, which aren't really well thought out.

Despite now having a better app with version 7, it may seem like this version is worse than the previous one, but version 7 was released right around the introduction of iOS 13, which is why the app doesn't appear to be an improvement.

This has caused the communication to no longer happen so smoothly.

1. Notifying a user now happens immediately and for every notification that comes in. The phone no longer receives VoIP notifications. So even if our system knows that the call has already been picked up by a colleague or that the caller has already hung up, your iPhone will still ring.
2. Checks cannot be performed before a call is forwarded to your app. For example, checking if the network connection is strong enough. The user must always be disturbed.
3. Finally, a push notification is not a call. An actual SIP call still needs to be established. Apple only requires that a user interface be created immediately.

In all these problems, your iPhone rings once, even though no connection can be established.

We've managed to implement several solutions to make the app work as best as possible, but after months of work, we now have a worse app than before iOS 13. The app can still ring even when you're not receiving a call anymore, or answering sometimes doesn't work because there's no call anymore.

I wish I could say that we're working on a solution, but unfortunately, there's nothing we can do. In this case, iOS is causing the delay.

A VoIP device, such as a Yealink t41s, maintains an open connection (via REGISTER requests) with a VoIP platform. When a call comes in, they can immediately find each other. Mobile apps cannot maintain an open connection with our VoIP platform; they communicate via push notifications. You can think of this as an intermediate step between the VoIP platform and our app.

A phone device registers with us so we know how and where we can reach it. This includes IP address and port, the type of communication (UDP/TCP/WS/TLS), and whether it's encrypted or not. When a call comes in for that device, we can route the call to it.

For a mobile device, keeping this connection continuously open doesn't work because the phone's battery would drain quickly. By using push notifications, we can wake up the app only when there's an incoming call, so the app only uses energy when necessary.

All calls are established in the following way:

Call from the caller —> VoIP Platform (Voys) —> Apple/Google Push Notification service —> Device —> Voys App.

Since iOS13, Apple has made a significant change to their Apple Push Notification service. Because VoIP push notifications were being misused for non-VoIP purposes, Apple completely overhauled the system. This forces us to do things that aren't logical.

1. With a push notification, we need to make the app ring and notify the user of an incoming call, even if we don't know whether there's a good internet connection for the call. Only then do we register the app on our platform so we can send a call to the app. This is completely backward—ideally, you'd only want to play a ringtone after the device has successfully registered. But this is what Apple requires.
2. When you press the answer button, we need to start a timer indicating that the call has been answered, but it's possible that a colleague has already answered it or that your internet connection has a problem, preventing this message from reaching us. In that case, no call can be established. So again, we have to pretend there's a call even though it hasn't been set up yet. This can give the impression that the app isn't working properly, but it's because we have to follow Apple's rules, which aren't well thought out.

Although we now have a better app with version 7, it may seem like this version is worse than the previous one, but version 7 was released right around the introduction of iOS 13, which makes the app appear to be no improvement.

This has resulted in communication that's no longer seamless.

1. User alerts now happen immediately for every notification that comes in. The phone no longer receives VoIP notifications. So if our system knows that the call has already been picked up by a colleague or that the caller has already hung up, your iPhone will still ring.
2. Checks cannot be performed before a call is routed to your app. For example, checking if the network connection is strong enough. The user must always be disturbed.
3. Finally, a push notification is not a call. An actual SIP call still needs to be established. Apple only requires that the user interface be created immediately.

In all these scenarios, your iPhone will ring once, even though no connection can be established.

We've managed to implement some solutions to make the app work as well as possible, but after months of work, we now have a worse app than before iOS 13. The app can still ring even though you're not receiving a call anymore, or sometimes answering doesn't work because there's no longer a call.

Keep trying. We recommend the following:

• Make sure your iPhone has the latest version.
• Reinstall the app.
• Try making a call again. Didn't work?
• Log out of the app, then log back in.
• Try making a call again.
• Have a colleague call you. Does it work now?
• Turn your iPhone off and on again.
• Try making a call or have someone call you.
• Still not working? Go through these steps again later. It's even possible that the app will suddenly start working at a later time.

You might be unlucky that besides having registration problems, you're also encountering another issue. Click here to view our other help pages.

Click here to check if your problem cannot be resolved for now and what we're working on.

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

It's possible that your mobile provider has poor coverage in the specific location where you're working or staying. Your internet works fine when you send messages through apps or browse the web, but making calls through the app doesn't work. You can investigate the following:

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

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

Try calling via 4G/5G. Is your problem resolved or does this work better? If so, we recommend you to call via that network for better availability. Read here more about the network.

Turn off your Bluetooth. Is it working now? Read here more.

Click here.

Click here.

Click here.

Click here to find out if your problem cannot be solved for now and what we're working on.

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

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

Turn off your Bluetooth. Does it work now? Read here for more information.

Click here to see if your problem cannot be resolved yet and what we are working on.

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

Try calling via 4G/5G. Is your problem resolved or does it work better? If so, we recommend calling via that network for better availability. Read here for more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

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

No, continue reading.

Then check this page to see if the problem you're experiencing is listed there and follow those steps.

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

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

Try calling via 4G/5G. Is your problem resolved or does it work better? If so, we recommend calling via that network for better availability. Read here more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

Read here.

• 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 right VoIP account.
• Scroll down and click on save.
• You have now linked a VoIP account to your app account. Uninstall the app and download it again. Now it should work.

• Log in to Freedom.
• Go to Admin.
• Go to Users.
• Click on the email address you use for your app account.
• Click on the tab Incoming calls (if you don't have this tab, you should go to 'How do you add a VoIP-Account')
• Click activate next to Mobile app.
• Click on save.
• You have now linked a VoIP account to your app account. Uninstall the app and download it again. Now it should work.

Click here if your problem cannot be resolved at the moment and to see what we're working on.

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

Try calling via 4G/5G. Is your problem resolved or does it work better? If so, we recommend calling via that network for better reliability. Read here for more information about network connections.

Turn off your Bluetooth. Does it work now? Read here for more information.

• Open the app.
• Go to Profile.
• Go to App preferences.
• Go to Recents.
• Check the Show tab with all calls option.
• Go to Recents at the bottom of the page.
• You now have two tabs Personal and All.
• Under All you can now see all your calls.

Make sure your headset is only paired with your phone. Does it work now? If so, your headset might not be able to switch between multiple devices properly, or there may be a setting on one of the devices preventing it from switching easily.

To rule out any other issues with your app, we recommend checking if you can use the app without the headset.

• Disconnect the headset from your phone.
• Make a call using the app.
‣
Yes, I can make calls now.
‣
No, I still can't make calls.

This is possible, but as soon as you use the app, it checks if you are logged in elsewhere. It will automatically log out the other apps. This only happens if you have registered a VoIP account.

Making calls with an app therefore doesn't work well in combination with multiple colleagues. Taking turns being logged in can work, but this doesn't guarantee functionality. We therefore recommend using a separate account for each colleague.

Making calls with an app doesn't work well in combination with multiple colleagues. If you don't connect a VoIP account to the app, you can use the app to adjust availability. For example, by switching between mobile numbers or extensions when you take turns being on duty.

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

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

Try calling over 4G/5G. Is your problem resolved or does this work better? If so, we recommend calling over that network for better reachability. Read here more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

Due to iOS restrictions, our apps are limited in how they can run in the background. Therefore, for incoming calls, we first need to send a message to wake up the app. If the app does this and reports back in time, we forward the call to the app. The messages for this are processed by a new middleware building block. So make sure the app is always active.

• Go to Settings on your iPhone.
• Click on our app.
• Turn on Background App Refresh.

Click here.

Click here to see if your problem cannot be resolved at the moment and what we're working on.

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

Try calling over 4G/5G. If your problem disappears or works better, we recommend using that network for better availability. Read here for more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

• Log in to Freedom.
• Go to Dial plans.
• Click on your phone number.
• Click on Change dial plan.
• At the top of the dial plan, click on Add step.
• Choose VoIP Account and then select the account you have linked to your app.
• Click on Save.
• Click on Save Changes.
• Have a colleague or yourself call your business number from another phone.
• Yes, this works! Try making an outgoing call now. It's possible that the successful incoming call has helped establish the connection for outgoing calls as well.
• No, it doesn't work. Continue reading.

• Login to freedom.voys.nl with an Admin account.
• Go to Admin.
• Go to VoIP-Account.
• Check the box for your VoIP account used with the app.
• Were you trying to dial an international number? That might be the issue in this example. That permission may not be checked.
• Check the appropriate call access options.
• Click Apply.
• Try making a call now. Did it work?

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

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

Try calling via 4G/5G. Is your problem resolved or does this work better? If so, we recommend calling via that network for better reliability. Read here more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

The iPhone is quite slow when it comes to changes like these. Read here about what you can try to get it working.

• Log in to freedom.voys.nl 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. That option is not checked.
• Check the appropriate call access options.
• Click on Apply.
• Try making a call now. Did it work?

Click here to see if your problem cannot be resolved for now and what we're working on.

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

Try calling via 4G/5G. Is your problem resolved or does this work better? We recommend calling via that network for better reachability. Read here more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

• Log in to Freedom.
• Click on Admin.
• Choose Fixed/Mobile.
• For Caller ID display, select Number of the caller.

• Click Save at the bottom of the page.
• You will now see the customer's 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.
• Select your email address or your app VoIP Account.
• Click Save.
• Click Save changes.
• Your app is now in the dial plan.

This can have multiple causes. Follow the steps below to see if they solve the problem.

• Reinstall the app. This ensures you have the latest version, but also helps rule out other potential problems. Click here to follow the step-by-step reinstallation guide.
• Is your phone running the latest update? If not, update your phone.
• Restart your phone. Has this helped?

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

Click here to check if your problem cannot be solved at the moment and what we are working on.

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

Try calling via 4G/5G. If your problem is resolved or works better, we recommend using that network for better reachability. Read here more about the network.

Turn off your Bluetooth. Does it work now? Read here for more information.

Is your Galaxy Watch updated to the latest version? Here's how to do it.

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

Does your watch have the latest update? After that, make sure to turn off call answering.

• Go to the settings of your phone.
• Go to Connections.
• Go to Bluetooth.
• Press the settings button next to your Galaxy Watch.
• Uncheck that you want to receive phone calls.

The smartwatch may accidentally take over your audio as soon as our app connects with your customer. Follow the steps below to prevent this from happening again.

• Turn Bluetooth off or disconnect your smartwatch from your phone.
• Have someone call your app.
• Does it work? Then it was due to the smartwatch connection in combination with using our app.
• End the call.
• Reconnect your smartwatch to your mobile or turn Bluetooth back on.
• Have someone call your app again.
• It should work now too.

• Make sure Remote Logging is enabled.
• Click Send feedback.
• Briefly describe your problem. For example:
• 'I can make outgoing calls with the app, but I can't receive incoming calls.'
• Provide a few examples of when it happened with as specific date and time as possible. For example:
• March 12 at 13:13 with phone number 0612345678.
• Today at 13:15 with phone number 0678910112
• Click on Send feedback.

• Make sure Remote Logging is enabled.
• Note a few examples of when it happened with as specific date and time as possible. For example:
• March 12 at 13:13 with phone number 0612345678.
• Today at 13:15 with phone number 0678910112

If you'd like to troubleshoot the problem with us, please contact us.

Just click on the call icon in the bottom right corner of this page.