If CloudTalk Go on your mobile phone is not ringing or showing incoming call notifications, the problem is usually linked to login status, notifications, internet connection, or how your phone treats apps in the background. This guide explains all common causes and gives you detailed steps to fix them.
User level: Admin
Symptoms
You may notice one or more of the following:
Your phone does not ring when someone calls you
Calls arrive on Desktop but not on Mobile
Calls only ring if the CloudTalk Go app is open
You see missed calls in Call History even though the phone never rang
Calls arrive inconsistently
Push notifications appear late or not at all
The mobile app logs you out without warning
If you are experiencing general app issues, you can also review the CloudTalk Go troubleshooting guide.
How Incoming Calls Reach the Mobile App
CloudTalk Go receives calls through VoIP push notifications.
A push notification wakes the app, brings it to the foreground, and shows the call screen.
You can receive calls even if the app is closed, as long as:
you are logged in
notifications are allowed in your phone settings
the app can run in the background
your device is online
App state | Logged in | Pause Notifications | Will it ring | What happens |
App open | Yes | No | Yes | Call screen appears instantly |
App in background | Yes | No | Yes | Push notification appears and opens the call |
App closed | Yes | No | Yes | Push wakes the app, tap to answer |
If you are logged out or notifications are blocked, the phone cannot receive calls.
Root Causes
Below are the main reasons why CloudTalk Go does not ring and what each one looks like in practice.
⚠️ You are logged out or your session expired
If you are logged out, the app cannot receive calls at all.
What it looks like
You open the app and see the login screen
Calls ring on Desktop but never on Mobile
You used the app on Wi-Fi, then did not open it for a long time, and it silently logged you out
Why it happens
Long inactivity
App update or reinstall
Manual logout
Aggressive system cleanup on the device
⚠️ Pause Notifications is enabled
Pause Notifications tells CloudTalk Go to silently ignore incoming calls and alerts.
What it looks like
You see new calls in Call History later
No ringtone, no push, even though you are logged in
Colleagues say your status is available, but your phone stays quiet
Why it happens
You enabled Pause Notifications during a break and forgot to turn it off
You tested the feature and left it enabled
To learn more: Pause Mobile Notifications
⚠️ Push notifications are blocked in phone settings
Even if permissions inside CloudTalk look fine, your phone can block notifications at the system level.
What it looks like
You receive calls in Desktop, but Mobile is completely silent
If you open the app manually, you suddenly see missed calls
No pop-ups, no banners, no sound on incoming calls
Why it happens
You denied notification permission on first launch
You disabled notifications for CloudTalk Go in iOS or Android settings
Focus or Notification Profiles are active and suppressing alerts
⚠️ CloudTalk Go Calling Account is disabled (Android only)
On Android, CloudTalk Go registers as a Calling account (a system-level VoIP calling service). This allows the device to display the native incoming call screen and wake the app reliably.
If the Calling Account is disabled, incoming calls may not ring, especially when the app is closed or the screen is locked.
What it looks like
Calls appear as missed in CloudTalk Go, but the phone never rang
You only see a push notification instead of a full incoming call screen
Calls ring only when CloudTalk Go is open on screen
After reinstalling the app, calls stop ringing until the permission is granted again
Why it happens
The device showed the "Calling Account / Phone Account" permission request on first install, and the user denied it
Some Android devices automatically disable Calling Accounts as part of battery or system optimization
On newer Android versions, the Calling Account must be enabled manually in system settings
Some Android models do not support Calling Accounts at all (for example, certain Oppo and Realme devices). In this case, CloudTalk Go cannot show the native full-screen call UI, and ringing may rely solely on push notifications
Names and locations of this setting vary across manufacturers.
It may appear as Calling accounts, Phone accounts, VoIP calling, or be nested inside the default Phone app settings.
⚠️ Battery or background restrictions are limiting the app
Many Android devices restrict apps in the background to save battery. This can delay or completely block CloudTalk Go notifications.
What it looks like
Calls sometimes ring, sometimes not
Calls ring when the app is open, but not when it is minimized
After some time with the screen off, calls stop ringing
Why it happens
Power saving mode is on
Background activity is restricted for CloudTalk Go
The device kills background apps to free memory
⚠️ Internet connection is unstable or blocked
CloudTalk needs a stable connection when the call arrives.
What it looks like
Calls ring when you are on Wi-Fi but not on mobile data, or the other way around
You see missed calls at times when you had poor coverage
You are on guest Wi-Fi with strict firewall rules
Why it happens
Weak Wi-Fi or mobile signal
Rapid switching between networks
VPN, firewall, or corporate security blocking notification traffic
More on call quality troubleshooting: Fix Call Quality
⚠️ Device specific optimisations (OEM tweaks)
Some manufacturers apply extra aggressive app control.
This is very common on:
Xiaomi
Huawei
Oppo
Vivo
OnePlus (with certain system settings)
What it looks like
Everything looks correct in CloudTalk, but calls only arrive while the app is on screen
After locking the phone for some minutes, no calls ring anymore
Why it happens
The phone removes CloudTalk Go from “protected” or “whitelisted” apps
Autostart or background permission is disabled for the app
⚠️ Conflicts between multiple devices and statuses
If you are logged in from several devices at once, your call distribution depends on your user status and call routing.
What it looks like
Calls ring on Desktop but not on Mobile
You recently changed your status (for example, paused or custom status) on one device
Only one of your devices rings where you expected both
Why it happens
Desktop app is available and takes the call
Mobile app session is stale or backgrounded too aggressively
Agent status in routing does not match your expectation
⚠️ Permissions not granted during installation
On installation, the app asks for microphone, notifications, and sometimes other permissions. If any of these are denied, incoming call behavior may be affected.
What it looks like
You do not get notifications
You get notifications, but cannot answer properly because of missing microphone permission
⚠️ System Do Not Disturb or Focus mode is active
The phone itself can silence alerts, even if CloudTalk is configured properly.
What it looks like
You see a moon icon, focus icon, or similar in the status bar
Other apps are also quiet (Messages, WhatsApp, etc.)
Step-by-Step Troubleshooting
Follow these steps in order. After each important change, ask a colleague to call you and see if the phone rings.
1. Confirm you are logged in and available
Open the CloudTalk Go app.
Check if the app shows the login screen.
If it does, log in again with your usual credentials.
Once logged in, check your user status inside the app.
Make sure you are set to Available or whatever status your routing uses.
If you were logged out, log in, then test again with an incoming call.
2. Check Pause Notifications in CloudTalk Go
In the CloudTalk Go app, open Settings or your Profile menu.
Look for Pause Notifications.
If it is enabled, switch it off.
Try another test call. If calls now ring, you found the cause.
3. Verify push notifications in your phone settings
Even if CloudTalk Go shows notifications as enabled, your phone might be blocking them.
On iOS
Open Settings on your iPhone.
Go to Notifications > CloudTalk Go.
Turn on Allow Notifications.
Enable:
Lock Screen
Notification Center
Banners
Turn on Sounds and Badges.
On Android
Menu names can differ slightly by manufacturer, but usually:
Open Settings.
Go to Apps or Apps & notifications.
Find CloudTalk Go.
Tap Notifications.
Turn on all primary notification categories.
Ensure sound is allowed and notifications are not set to “silent”.
Test again with a call.
4. Check the CloudTalk Go Calling Account (Android only)
Some Android phones require CloudTalk Go to be enabled as a Calling Account so the device can display incoming calls correctly.
To check:
Open Settings.
Go to Apps or Apps & notifications.
Tap Default apps (sometimes under Advanced).
Open Calling accounts, Phone accounts, or VoIP calling apps.
Find CloudTalk Go and make sure it is enabled.
If the option is missing, your device may not support Calling Accounts. In this case, CloudTalk Go relies only on push notifications for incoming calls, which can be less reliable on heavily customized Android systems.
5. Check Do Not Disturb and Focus modes
On your phone, open quick settings or Control Center.
Look for Do Not Disturb, Focus, Bedtime, or similar modes.
Turn these modes off temporarily and retest with a call.
If calls now ring, adjust the mode so CloudTalk Go is allowed to notify even when focus is active.
6. Make sure the app can work in the background
This is especially important on Android.
iOS
Go to Settings > General > Background App Refresh.
Check that Background App Refresh is enabled.
Find CloudTalk Go in the list and ensure it is turned on if applicable.
Android
Open Settings > Apps > CloudTalk Go.
Go to Battery.
Set battery usage to Unrestricted or Allow in background.
If your phone has a manufacturer specific section such as Battery optimisation, App launch, or Protected apps, add CloudTalk Go to the allowed or protected list.
7. Check your internet connection
While someone calls you, make sure your phone is online.
Try switching from Wi-Fi to mobile data or the opposite.
Run a quick speed test in a browser or another app to confirm connectivity.
If you use a VPN or corporate Wi-Fi, try testing on a simple mobile data connection instead.
If calls start working on mobile data but not on a certain Wi-Fi network, the issue is likely firewall or network related.
8. Restart the app and the device
Close CloudTalk Go completely.
Turn your phone off and back on again.
Reopen CloudTalk Go and make sure you are logged in.
Try another incoming call.
This often helps refresh notification tokens and background services.
9. Check multiple devices and routing
Confirm if you are logged in somewhere else (for example, Desktop app).
Make sure your availability is correct on all devices.
Ask a colleague or admin to check if your calls are supposed to ring on multiple devices or only specific ones.
If calls always ring on Desktop but never on Mobile, and you have already checked notifications, it may be related to routing or device priority.
10. Reinstall CloudTalk Go
If nothing else helped:
Delete the CloudTalk Go app from your phone.
Restart your phone.
Install the latest version from the App Store or Google Play.
Open the app and log in.
Allow all requested permissions, especially notifications and microphone.
Test incoming calls again.
When To Contact Support
If calls still do not reach your mobile after all steps above, contact CloudTalk Support.
Include:
Your name and email used for CloudTalk
Type of phone and OS version (for example, iPhone 13, iOS 18; Samsung Galaxy S23, Android 15)
Whether calls ring on Desktop, Web, or other devices
Approximate times when calls were missed
Screenshots of your notification settings for CloudTalk Go
This helps Support and engineering quickly see whether the problem is device specific, network related, or configuration related.