The CallRail mobile app lets you stay connected to your call activity wherever you are. This article will walk you through some of the most common issues and how to troubleshoot them.
Getting started
Before you start troubleshooting, make sure your CallRail mobile app is up to date.
-
Download for iPhone
- CallRail's mobile app supports the operating system of iOS 16 or newer. If you're using an Apple device, please ensure it is updated with the latest iOS version.
- Download for Android
Basic troubleshooting
Before troubleshooting a specific problem, here are some steps you can take.
- Uninstall and reinstall the app.
- If you are using an Android device, try clearing your app cache using the steps below.
- Navigate to the Settings page.
- Select Apps.
- Choose the CallRail app from this menu.
- Select Storage.
- Select Clear app and cache data.
- Uninstall and reinstall the app.
- Log out of the app and log back in.
Below are some typical issues you might experience with the mobile app.
I can’t log into the app
I see a blank white screen when I open the mobile app
To fix this behavior, force stop the app, clear your app cache (if using the Android version), and then try to log into the app again.
My app isn't properly displaying data or logs
If you do not see current call or text data when you log in, try clearing your app cache.
Outbound calls aren't recording even when I select the option
If your outbound calls aren’t recording, check to make sure the setting to “Allow agents to record outbound calls” is enabled in your account.
Learn more about outbound call recording.
I can’t select my account’s Global Tags
Global Tags can only be selected in the CallRail desktop app, and are currently unavailable in the mobile app.
I’m not getting push notifications
If you’re not getting push notifications, use this article to check your notification settings. If those are set up correctly, you can check your device’s notification settings by using the instructions below.
Android notification instructions.
iOS notification instructions.
I can’t log out
If you can’t log out of the mobile app, we recommend uninstalling and reinstalling the mobile app.
My mobile phone doesn’t ring when I place an outbound call
If you’re experiencing this issue, there are a few things to check.
First, ensure the number you are trying to dial is correct. Next, make sure you are entering your mobile number into the Your Number field. The CallRail tracking number should be entered in the Tracker field.
Spam block features
Do you have any spam block features enabled on your device, such as T-Mobile Scam Block, or the iPhone Silence Unknown Callers feature? If so, you can deactivate them using the instructions below.
Is the caller ID of your tracking number blocked on your device?
Double-check that the tracking number you're using to dial out from isn't blocked on your mobile device.
Do Not Disturb
Was Do Not Disturb enabled on your device when you tried to place the call? If so, we recommend deactivating this feature. Follow the instructions below to deactivate it on your device.
Please note: You can return a call to someone who previously called your tracking number.
If you’re still having issues after following these troubleshooting steps, you can contact our Support team with your device type and model.