iPhone 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 iPhone, 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 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 / I can’t put calls on hold
• 11. My incoming phone number is always my own business phone number

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.’

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 / I can’t put calls on hold

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

Is your phone unlocked?

You answer a call from the lock screen. The hold button and transfer option aren't shown there. that's an Apple limitation, not a Voys one. WhatsApp and other calling apps have the same restriction.

To put a call on hold or transfer it:

1. During the call, tap the three dots (more).
2. Tap 'Open Voys app'.
3. Unlock your iPhone.
4. You'll see the same call screen as with an outgoing call. Including the hold button and transfer option.

Why does this happen

When you receive a call, the Voys app uses Apple's built-in calling interface (CallKit). Apple doesn't allow third-party apps to add buttons like hold or transfer to that screen. This applies to WhatsApp, Teams, and every other calling app too. Unlock your phone and open the Voys app to get the full call controls.

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.