Overview
This article helps you identify and resolve any issues you may encounter with the DialPad Mobile app.
Who uses this feature
Office employees, Customer Service Representatives (CSRs)
Applies to all business types
Feature configuration
This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
With the Dialpad app, you can make calls using WiFi, cellular data (3G, 4G, LTE, or 5G), or regular cellular minutes.
If both WiFi and cellular data are available, the system tries to place or receive calls with WiFi first.
If the internet connection is unreliable, the app may default to using cellular data to maintain high call quality. To avoid this, disable HD Calling or select before each call when you leave the office.
Carrier calls are given preference over mobile apps. For iOS devices, the Dialpad HD call is put on hold as soon as an incoming carrier call rings. For Android devices, the Dialpad HD call is put on hold if you answer an incoming carrier call. If you ignore it, the Dialpad HD call will continue uninterrupted.
When placing outbound calls via Dialpad mobile app, you may notice a different number displayed. These relay or shadow numbers are used to display your Dialpad caller ID. Each of your contacts will have a specific relay number assigned and it'll be used every time you call them.
Resolve log-in issues
If you're unable to log into the Android or iOS mobile app using your Microsoft Office 365 or Google Workspace credentials, you can try the following steps:
Force quit the app
iOS:
Swipe up from the bottom of the screen and pause in the middle.
Swipe right or left to find the app you want to close.
Swipe up on the app's preview to close it.
Android:
Tap the Home button and swipe left or right to quit Dialpad.
Open your default browser on your mobile device and type in dialpad.com/logout.
Once done, open another browser tab and type in dialpad.com/login.
After you log in, open the mobile app and sign in again.
Prevent dropped or missed calls
Try the most common troubleshooting tips to reduce calling issues on your mobile app.
Force quit the app
iOS:
Swipe up from the bottom of the screen and pause in the middle.
Swipe right or left to find the app you want to close.
Swipe up on the app's preview to close it.
Android:
Tap the Home button and swipe left or right to quit Dialpad.
Log out and log in
In the Dialpad mobile app, go to Profile > Settings.
Tap Log Out and then log in again.
Enable airplane mode (Android)
Enable HD Calling.
Tap your Profile > HD Calling (Beta).
Tap Enable HD Calling for Outbound calls.
Turn on Airplane Mode.
Connect to a WiFi network.
Place a new call through the app.
Avoid VPN
Dialpad's mobile apps don't support VPN connections. This may be part of a mobile security app or is installed by the user.
Uninstall and reinstall the app
Resolve device-based issues
The device not ringing when HD calling is on (iOS)
If your iOS device isn't ringing when you receive an HD Call, you may need to change your call audio routing. First, ensure that these conditions are met:
HD Calling is enabled for inbound calls
Your app is running in the background
You have turned on the notifications for the app and the device
Once you've confirmed the above, follow these steps on your iOS device:
On your device, go to Settings.
Tap Accessibility > Touch > Call Audio Routing.
Select Speaker.