Mobile app troubleshooting

This guide is to help with common issues with the Talkroute Mobile Applications. Please check the app's system requirements below and review the troubleshooting steps. 

 

Please check your mobile device to make sure it meets the app's minimum requirements:

  • A recent version of iOS or Android
  • Cellular service (For incoming and outgoing calls)
  • Available Wifi/3G/4G/5G data connection (For Call History, Text and Voice Messages)

 

Part 1 - Checking your settings

  1. Verify the correct phone numbers are entered and selected in the app's settings page.
    Open and log into your mobile app, tap the menu button on the top left, and select Settings.

    Cellular Number:
    Your phone's cell number should be entered here. If your number does not match your cell phone number or a virtual phone number is entered here, outgoing calls with the app might not work. 

    Default Caller ID:
    These are the numbers that will appear when you make outgoing calls and send new text messages with the application. A listing of your virtual phone numbers will appear under each outgoing setting dropdown menu. If you do not see one of your virtual phone numbers, please check your permissions for the account. Our guides below will provide more info on how an admin can change user permissions:
    How to Change User Virtual Number Permissions
    How to Change User Text Messaging Permissions 

    Please note that text messaging needs to be enabled for your virtual phone number before you can select it in the app. Please see our guide here on how to enable text messaging for your virtual phone number: https://support.talkroute.com/hc/en-us/articles/360052122554-Getting-Started-How-to-Send-Text-Messages 

  2. Test again for the issue, if you are still having problems proceed to part 2.

 

 

Part 2 - Refresh the app data

  1. Log out of the app and back in to force the app data to refresh. 
    Open the Talkroute mobile app, tap the menu button on the top left, select your user name at the top, and tap Logout.

    Please note that logging out will only clear the Talkroute app's local files on your mobile device and will not clear any voicemails, text messages, call history data, call recordings, or call flow settings saved on your Talkroute account.

  2. Please log back in and test again for the issue. If you are still having problems proceed to Part 3.

 

 

Part 3 - Reinstalling the app

  1. Log out of the app and close it. 

  2. Uninstall the app from your mobile device.

  3. Restart the mobile device.

  4. Reinstall the latest app version from iTunes or Google Play.

  5. Open the app and log back in

  6. Verify the correct phone numbers are entered and selected in the app's settings page

  7. Test again for the issue, if you are still having problems please see Part 4.

 

 

Part 4 - Other Issues

The app is calling my virtual phone number instead of the number I dialed
The Talkroute app works by calling an access number through your smartphone's regular dialer. This access number will be the Talkroute number you wish to display as the outgoing Caller ID to the number you are dialing from the mobile app.
If your mobile app is connecting to your virtual phone number when you attempt to place an outgoing call, please see part one of this guide to make sure your cell phone number is entered correctly in the proper area of the app. 
If you have a caller ID block on your device, this can prevent the call from connecting correctly. Please remove any caller ID block on your device before placing an outgoing call using our service. 
If you are using an iPhone, you will get a confirmation message confirming the call with the virtual phone number. Selecting the call button when prompted will connect you to the number you dialed in the app. 
No audio during calls
The Talkroute app will use your built in audio on your device if no external audio devices are connected. If you are not able to hear anything when placing a call, please check to see if you have a bluetooth or wired headset connected.
I am not getting Voicemail or Text Message Notifications
If push notifications are disabled for the application through your device's settings, you will not get notified of new voicemail or text messages. Please check your device notification settings, find Talkroute on the list and make sure this is enabled.
Please note that you will not get any notifications for any numbers or voice mailboxes you do not have permissions for. Please see our guides below on where to find those settings:
How to Change User Virtual Number Permissions
How to Change User Text Messaging Permissions 
Local contacts not showing in the app
The Talkroute app will use your local contact list on your device to display names in the app for any saved numbers. If contact names are now showing up please check your phone's permissions to make sure Talkroute is allowed to access your contacts. You can check these settings by following the steps below:

iOS: Settings --> Privacy --> Talkroute
Android: Settings --> Apps --> Talkroute --> Permissions

If the Talkroute app has permission to access your contacts, please follow part 3 of this guide to reinstall the application.
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