Troubleshooting call issues on bOnline mobile and desktop apps

Modified on Wed, 15 Apr at 8:06 AM

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 are logged in to the bOnline app 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 have forgotten your PIN, see How do I reset my bOnline mobile or 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.

Cannot receive calls

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.

The bOnline mobile app showing a red stripe indicating Do Not Disturb mode is active.

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.

The bOnline app showing a banner indicating an active call forwarding rule.

To disable call forwarding, go to Call Forwarding in your app settings, toggle the forwarding rule Off, and select Save.

The Call Forwarding settings page in the bOnline app showing the toggle to turn off a forwarding rule.

Re-register the app

If calls are still not coming through, re-registering the app can refresh the connection and sync your device with the server.

Open the bOnline app.
Go to Profile > Advanced settings > Event registration.
Select the registration link to re-register.

All users on the account should complete this step to ensure all devices are synchronised.

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 banner style to persistent, and disabling battery optimisation.

If the issue continues after following all of the above steps, contact the bOnline support team through live chat.