This article covers common call issues on the bOnline mobile and desktop apps, including problems making and receiving calls. Follow the relevant section below based on your issue.
First: check the basics
Make sure you're logged in with the correct credentials. See Logging in to the bOnline mobile app or Logging in to the bOnline desktop app.
Check that your device has a stable internet connection. If on mobile, try switching between Wi-Fi and mobile data.
If you've forgotten your PIN, see Forgot Your bOnline Mobile App Login PIN? or Forgot your bOnline desktop app login PIN?
Cannot make calls
If you cannot make outbound calls, check the following:
Does the problem happen with every type of call? Test by calling your voicemail, an internal extension, and an external number (landline or mobile).
If the issue only occurs when dialling a landline number, try adding a 0 prefix to the number.
If dialling an international number, check the country is not on the barred list for international calls.
If your bOnline services are suspended, you will not be able to make or receive calls. Contact bOnline support to resolve the suspension and restore calling functionality.
Cannot receive calls
If incoming calls are not reaching your app, or calls ring on the caller's end but not yours, work through the following checks in order.
Check your availability status
If your status is set to Do Not Disturb or Unavailable, incoming calls will not ring on your app. A red stripe will appear on the app if Do Not Disturb is active. Change your status back to Available.
To change your status:
Mobile app: Go to My Profile and change your presence state to Available.
Desktop app: Change your presence state to Available from the status indicator.
Check for active call forwarding rules
If a call forwarding rule is active, a banner will display in the app. Incoming calls may be diverted to another number instead of ringing on your device.
To disable call forwarding, go to Call Forwarding in your app settings, toggle the forwarding rule Off, and select Save. See Call forwarding on your bOnline phone desktop app or Call forwarding rules in the bOnline mobile app for full steps.
Log out and log back in
If calls are still not coming through, log out of the app and log back in. This refreshes your session and clears most temporary connection issues that prevent incoming calls from ringing on your device.
Open the bOnline app.
Go to Profile and select Log out.
Log back in using your credentials.
Test by calling your number from another phone to confirm incoming calls now ring on your device.
Re-register the app
If logging out and back in does not resolve the issue, re-register the app to sync your device with the server.
Open the bOnline app.
Go to Profile, then Advanced settings, then Event registration.
Select the registration link to re-register.
All users on the account should complete this step to ensure all devices are synchronised.
Reinstall the App
If re-registering the app does not resolve the issue, try reinstalling it to ensure a clean setup. Follow these steps:
Log out of the bOnline app.
Uninstall the app from your device.
Restart your device.
Download and install the latest version of the bOnline app from the official source.
Log back in and ensure all requested permissions are granted.
Mobile-Specific Troubleshooting
For issues specific to mobile devices, consider the following steps:
Check Device Resources:
Open your phone’s settings and confirm you have sufficient free storage and memory.
Update Your Phone’s Operating System:
Navigate to your phone’s system or software update settings and ensure it is running the latest version of the operating system.
Clean Reinstall of the App:
Uninstall the bOnline app.
Clear any remaining app files or cache/data (Settings > Apps > bOnline > Storage > Clear cache and Clear data).
Reinstall the latest version of the app from the official source and log back in.
Desktop-Specific Troubleshooting
For issues specific to the desktop app, follow these steps:
Reinstall the Desktop App:
Log out of the bOnline desktop app.
Uninstall the app and restart your computer.
Download and install the latest version of the desktop app.
Open the app, allow any requested permissions, and log back in.
Not hearing call notifications?
If calls are reaching the app but you are not being alerted, the issue is likely your device notification settings. See Why am I not receiving call notifications on the bOnline app? for steps on checking notification permissions, setting the banner style to persistent, and disabling battery optimisation.
Stop Calls from Ringing on Your Mobile Device
If you want to prevent calls from ringing on your mobile device while keeping your number active, you can log out of the bOnline mobile app. This will stop calls from being delivered to your mobile device but will still allow them to ring on other connected devices. Alternatively, uninstalling the app will also achieve this result. For detailed steps, refer to the "Log out and log back in" and "Reinstall the App" sections above.
If the issue continues after following all of the above steps, contact the bOnline support team through live chat.