Call disconnected in mobile app only

If calling works for the desktop dialer here, but it failed using the mobile app only:

1. Check if the Twilio Account SID is a master account or an account Once you are in the account view, Click on Settings

Or simply go to https://app.gosoftware.com/settings/twilio

Click on Twilio

Depending on which location you are having this issue, make sure the account SID is different from the master Account SID on top.

We always need to use a Twilio account SID to configure for the locations to call properly using the mobile app.

Another common case is that the location user would provide their own Twilio SID, which might be a Master Account SID that won't work with the mobile app.

For locations that will be using the account's Twilio account

Here are the steps to fix it if the location is currently using the Master Account SID:

Click Update Credentials by clicking the three dots on the right to delete the connection

Click Delete connection here

Click Create Account so a Twilio account will be created based on your account's Twilio master account configured on top

Once the account is created, click Move numbers to move the numbers from the client's master account to its account.

If the move number tool is showing an error, please reach out to Twilio support to help move the numbers:

Move Number Not Working

For locations that will be using your client's own Twilio account, there are two ways to fix it if the location is currently using your client's Master Account SID:

1st method: Create an account in the client's Twilio account -> Move numbers -> Update in the software

How to Create a new account in Twilio from Console:

Access the Accounts page in Console.
Click Create new Account, or the Icon_New.png icon.
Enter the desired account name, and then click Create.

Once it is created, click into the account and copy the Account SID and auth token.

The client can open a ticket with Twilio to move the numbers from the master account to the account by following the instructions here.

Click Update Credentials by clicking the three dots on the right

Paste the copied account SID and auth token here and click Save

2nd method: Use the software to create an account based on the client's Twilio account SID

Click Update Credentials by clicking the three dots on the right

Click Delete connection here

Once it's blank, scroll up and replace your master Account SID and auth token with your client's own Twilio master account SID and auth token.

Click Create account so a Twilio account will be created based on your client's Twilio master account.

Once the account is created, click Move numbers to move the numbers from the client's master account to its account.

If the move number tool is showing an error, please reach out to Twilio support to help move the numbers:

Move Number Not Working

Once those numbers are showing up in the location, you can switch back to your master Account SID and auth token here

2. Check if the TwiML app's location ID is correct if the location is already using a Twilio account SID

Link to enter:

https://api.gosoftware.com/twilio/create_application/<location_id>