This guide will help you troubleshoot the most common issues with the CloudTalk Go mobile app from call connectivity and push notifications to app performance. Follow these steps to check your setup before contacting Support.
User Level: Agent
Before You Start
Please note the following behaviors of the CloudTalk Go mobile app:
The mobile app does not include all the same features as the desktop version. Features like Smart Dialer, Power Dialer, Voicemail Drop, Call Automation, and notification preferences are only available on desktop.
When your phone is locked or the app is closed, your status changes to Offline. You will still receive inbound calls through push notifications. Once you open the app, your status changes to Online, similar to WhatsApp.
The app cannot maintain a call when the internet network changes (for example, when switching between Wi-Fi and mobile data). Calls will drop automatically in this situation.
Check Your App and Device
Make sure both your CloudTalk Go app and mobile operating system are up to date.
Open Google Play (Android) or App Store (iOS) and check for updates.
Confirm that your device model and OS version are supported.
Make sure the app is allowed to run in the background and that your connection is stable.
If you are not sure what version of CloudTalk Go you are using, you can check it in your phone settings or directly in the app menu.
Check App Permissions and Settings
To work correctly, CloudTalk Go needs full access to:
Pause notifications: Inside the CloudTalk Mobile app, you can enter the Settings > Pause notifications > in the next screen, please make sure that notifications are enabled and "Night silence" and "Scheduling pausing" are turned off.
Microphone and Push notifications: Ensure that you have enabled all permissions for CloudTalk Go.
Notification permission on iOS device.
Notification permission on Samsung device, the interface depends on the OS version and brand.
Background activity: allow the app to run while minimized and make sure it’s allowed to run in the background in your device’s app settings.
Background App Refresh setting on iOS device.
Background data usage on Samsung device, the interface depends on the OS version and brand.
Do Not Disturb and Battery Saver: make sure both are turned off, since they can block notifications or calls.
Do no disturb mode on iOS device
Do not disturb mode on Samsung device, the interface depends on the OS version and brand.
If you are using Android, make sure Calling Account is enabled. Devices that do not have this setting are not compatible with CloudTalk Go. You can find more details in our CloudTalk Go for Android: Requirements and Setup guide.
Calling account setting on Samsung device, the interface depends on the OS version and brand.
Check Your Internet Connection
CloudTalk Go requires a stable internet connection (Wi-Fi or mobile data).
Try moving closer to your Wi-Fi source or switching to mobile data if possible.
Avoid changing the network during a call, as this will disconnect the call.
The app does not work on IPv6-only networks. Check your IP type at whatismyipaddress.com.
If your provider supports both IPv4 and IPv6, disable IPv6 in your device settings or contact your internet provider.
Test Calls
If your app and device are correctly set up but you still experience issues:
Try making and receiving a few test calls.
Restart the app and your device.
Reinstall CloudTalk Go if the issue continues.
If issues continue, note whether the problem happens every time or only occasionally, and whether other teammates experience it too.
If the problem persists, contact CloudTalk Support and include:
The affected user’s name and email
Device model and OS version
CloudTalk Go app version
Date and time of the issue
Call IDs (if available)