Known Issues
- Two-Factor Authentication (2FA) is not currently supported on the mobile client. If 2FA is enabled on your account, you will not be able to log in.
Device Compatibility
Android devices require version 12 or newer. iOS devices require version 16 or newer. The mobile app is designed for phones only. iPad and Android tablet support may work but screen sizing is not optimized, and the device must have cellular calling capability. The mobile app does not work on Mac computers, even those with Apple chips. Mac users should use the desktop or web version of the application.
Can I Use the Same Login on Multiple Devices?
While it is not prevented, using the same extension on more than one mobile device at the same time is not recommended. This scenario is not tested and can cause issues with ringing, presence, call history, and new message notifications. This behavior will be restricted in a future version.
What to Check If the App Is Not Ringing
On iOS:
- Ensure that only one mobile UC client is using the same extension.
- Make sure Do Not Disturb or Focus mode is not active. On iPhone this is the crescent moon icon in Control Center.
- Ensure Low Power Mode is not enabled.
- In iOS Settings, confirm that notifications are enabled for the UC app, Background App Refresh is on, and Cellular Data is allowed.
- If the app has not been opened in over 30 days, the security token may have expired. Opening the app or signing out and back in will refresh it.
On Android:
- Ensure only one mobile UC client is using the same extension.
- Confirm Do Not Disturb is not enabled. This can be turned off through Settings or by swiping down from the top of the screen.
- In app settings, ensure the UC app is allowed to run in the background, that all notifications are enabled, and that mobile data usage is allowed.
- If the app has not been used in over 30 days, sign out and back in to refresh the security token.
On both platforms: If the user moves frequently between Wi-Fi and cellular, setting the network switching strategy to Always and RTP Priority to Prefer Mobile Data under Preferences, then Calling, can help the app handle network transitions more reliably. As a last resort, uninstalling and reinstalling the app clears cached data and resets all permissions.
What Causes Choppy Audio?
Poor audio quality is most commonly caused by a weak network connection. If on Wi-Fi, move closer to the access point. If on cellular, consider using the Callback feature, which routes the audio through the cellular voice network rather than data, which can improve quality in areas with poor data service. For persistent audio problems across all calls, contact support for an evaluation.
Why Does the Lock Button End My Calls on iPhone?
iOS 26 introduced an Accessibility feature that causes the lock button to end active calls. To disable this, go to Settings, then Accessibility, then Touch, and enable the Prevent Lock to End Call option.
What to Do If DTMF Is Not Working
If you cannot enter digits in an automated phone menu during a call, sign out and sign back in. This forces the app to retrieve the latest configuration from the system.
What to Do If Features Like DND Are Missing
Check for updates in the App Store or Google Play Store and install the latest version. Then sign out and sign back in to ensure the app picks up the most recent configuration.