Lead Center mobile app troubleshooting

Heads up!

There is a new version of the iOS Lead Center mobile app! Check out this article to learn more about the changes.

This article will walk you through some of the most common Lead Center mobile app issues and how to troubleshoot them.

Getting started

Before you start troubleshooting, make sure your Lead Center mobile app is up to date.

Update for iOS.

Update for Android.

Basic troubleshooting

Before starting to troubleshoot a specific issue, here are a couple basic troubleshooting steps you can take.

  • Uninstall and reinstall the app.
  • If you are using an Android device, try clearing your app cache.
  • Log out of the app and log back in.

Next, we’ve collected some common Lead Center mobile app issues. If one of the sections below describes the specific issue you are experiencing, you can use the guide linked in that section to help you troubleshoot.

I can't login into the app

If you're having trouble logging into the app, you can check out our Community post on the subject.

I downloaded the app and it says I don’t have access

In order to use the Lead Center mobile app, you’ll need to have Lead Center activated on your account. If you don’t have Lead Center, you can add it to your account.

I answered a call, but it’s not showing the caller or timeline details

If you are an agent with access to multiple companies in Lead Center, make sure you have the desired company selected when you answer a call. The company you select when you answer a call is where you’ll see the caller and timeline details.

I can’t access the All Companies view of the app

Currently, there isn't an All Companies view in the Lead Center mobile app. If you want to see data for all your companies in one place on a mobile app, you can use the CallRail mobile app.

Why are Lead Center Calls appearing in the call history of my iPhone?

iPhone iOS uses a framework called CallKit. CallKit automatically integrates call-related apps like Lead Center, Skype, etc., with the iPhone, including calls from/to those apps in the iPhone call logs. Unfortunately, iPhone does not allow you to deactivate this functionality.

Please note: this is iPhone specific behavior.

My callers cannot hear me

If your callers can’t hear you, there are a few things you can check.

Are you using Wi-Fi?
Try turning Wi-Fi off on your phone to see if the sound quality improves.

Are you using a headset?
If you are using a headset, USB microphone, or Bluetooth, please ensure your audio sources are configured correctly on your device.

Calls are ringing in the desktop app, but they are not ringing on the mobile app

If calls are ringing on the Lead Center desktop app, but not on your phone, you can use this guide to help you troubleshoot.

I’m not getting calls to the Lead Center mobile app on my Samsung device 

If you aren’t receiving calls to the Lead Center mobile app on your Samsung device, you can use this guide to help you troubleshoot.

If you’re still having issues after troubleshooting, you can contact our Support team with your device type and model.

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