If you’re having trouble making or receiving calls, getting notifications, or signing in with the VL Connect app on your iPhone, try the steps below first. If the issue continues, contact our support team at support@voicelogix.com or (844) 529-3007.
VL Connect requires iOS 17 or later. On iOS 18 and later, app settings are under Settings > Apps > VoiceLogix Connect. On iOS 17, open Settings and scroll down to VoiceLogix Connect.
Quick Fixes to Try First
Many issues are solved by one of these simple steps:
- Update the app. Open the App Store, search for VoiceLogix Connect, and tap Update if it appears. If VL Connect shows a message that an update is available, tap it to go to the App Store and install the new version. You can see what changed in each version in our VL Connect iOS Release Notes.
- Update your iPhone. Go to Settings > General > Software Update and install any available update.
- Restart your iPhone. Turn your iPhone fully off and back on, then open VL Connect and make sure you are signed in.
- Leave the app running in the background. Avoid force-quitting VL Connect (swiping it up and away in the App Switcher) unless you are troubleshooting. Just switch to another app or go to the Home Screen when you’re done.
Check Your Network Connection
VL Connect places calls over the internet, so a weak or unstable connection is the most common cause of poor audio, dropped calls, one-way audio, and calls that don’t ring.
Test Wi-Fi vs. Cellular Data
When Wi-Fi is connected, your iPhone uses Wi-Fi for VL Connect. To test on cellular data, you need to turn Wi-Fi off.
- If you’re on Wi-Fi, open Control Center or Settings > Wi-Fi and turn Wi-Fi off, then try a call on cellular data (LTE/5G).
- If you’re on cellular data, connect to a strong Wi-Fi network and try again.
- If the issue only happens on one type of connection, or only in one location, the problem is most likely that network rather than the app. Please mention this when you contact support.
Note: Your carrier’s Wi-Fi Calling setting only affects your personal cell phone number. It doesn’t change how VL Connect works.
Allow Cellular Data
If cellular data is turned off for VL Connect, the app won’t work when you’re away from Wi-Fi.
- Go to Settings > Cellular (called Mobile Data or Mobile Service in some regions).
- Scroll down and make sure VoiceLogix Connect is turned on.
If your app version has a Use mobile data option in the app’s Settings (menu > Settings), make sure it’s on. This option is on by default. If it’s turned off, the app only uses Wi-Fi.
Turn Off Low Data Mode
Low Data Mode limits what apps can do in the background and can cause missed calls.
- Cellular (LTE/4G): Go to Settings > Cellular > Cellular Data Options and turn off Low Data Mode.
- Cellular (5G): Go to Settings > Cellular > Cellular Data Options > Data Mode and make sure Low Data Mode is not selected.
- Wi-Fi: Go to Settings > Wi-Fi, tap the Info button next to your network, and turn off Low Data Mode.
Signal and Switching Networks
- Make sure you have a strong Wi-Fi signal or at least 2–3 bars of LTE/5G.
- Avoid public and guest Wi-Fi networks (hotels, coffee shops, airports) for important calls. They often block or slow down voice traffic.
- Try not to move between Wi-Fi and cellular data, or between Wi-Fi access points, during a call. This can drop the call or cut the audio.
- If your Wi-Fi is weak, turn Wi-Fi off and use cellular data instead.
VPN and Firewalls
- If you use a VPN app, turn it off and test a call again. VPNs can block or delay voice traffic.
- If your company requires a VPN, test with it on and off and let your IT team and our support team know the results.
- On an office network, a firewall or content filter may be blocking voice traffic. Ask your IT team or contact our support team.
Home and Office Routers (SIP ALG)
If calls work on cellular data but not on a certain Wi-Fi network (for example, no audio, one-way audio, or calls that won’t connect), the router may be interfering with voice traffic. Many routers have a feature called SIP ALG that often causes these problems with VoIP calls. Your network administrator or internet provider can turn it off. Contact our support team if you need help.
Warning: Phones connected to eero access points have known issues with the VoiceLogix app, including no audio and being unable to answer calls. See EERO Access Points: Known Issues.
Check Battery and Background Settings
Low Power Mode and Background App Refresh can affect how VL Connect works when it isn’t open on your screen.
Low Power Mode
Low Power Mode turns off Background App Refresh and other background activity.
- Go to Settings > Battery.
- Turn off Low Power Mode. On some newer iPhones, tap Power Mode first, then turn off Low Power Mode.
Background App Refresh
- Go to Settings > General > Background App Refresh.
- Tap Background App Refresh at the top and select Wi-Fi & Cellular Data.
- Make sure VoiceLogix Connect is turned on in the list.
Check App Permissions
VL Connect needs certain permissions to ring, play audio, and show incoming calls. The first time you use the app, it asks for four permissions. Tap Allow or OK for each one:
- Notifications: Required for incoming calls and messages to appear on your screen.
- Siri: Optional. Lets you use Siri with VL Connect.
- Microphone: Required. If microphone access is denied, calls can’t connect. Current app versions show a message guiding you to turn the Microphone permission on.
- Contacts: Optional. Lets you call people already saved in your iPhone’s contacts. Your contacts are not uploaded to the server.
If you didn’t allow a permission, you can turn it on at any time:
- Go to Settings > Apps > VoiceLogix Connect.
- Turn on Microphone, and Contacts if you want to call people from your iPhone contacts.
- Make sure Notifications, Background App Refresh, and Cellular Data are turned on.
Note: This screen also shows Face ID and Siri & Search. Face ID is only used if you turn on Face ID sign-in in the app.
Check Notifications, Focus, and Incoming Calls
Notifications
- Go to Settings > Notifications and tap VoiceLogix Connect.
- Turn on Allow Notifications.
- Turn on Time Sensitive Notifications, if shown.
- Under Alerts, make sure Lock Screen, Notification Center, and Banners are selected.
- Make sure Sounds is turned on.
Note: Under Lock Screen Appearance, Show Previews controls what appears on your Lock Screen. If it’s set to Never, notifications only show the app name, not the caller or message details. Choose Always or When Unlocked to see more.
Focus and Do Not Disturb
A Focus (including Do Not Disturb) can silence VL Connect calls and notifications.
- Open Control Center and make sure no Focus is turned on, or go to Settings > Focus.
- If you use a Focus during work hours, tap that Focus, tap Apps, choose Allow Notifications From, then tap Add Apps and select VoiceLogix Connect.
- Also check for any Focus schedules that may turn on automatically during the day.
Incoming Calls on the Lock Screen
VL Connect calls appear on your iPhone like a regular phone call, including on the Lock Screen. If calls don’t appear when your iPhone is locked:
- Make sure notifications are turned on as described above.
- Make sure Low Power Mode, Low Data Mode, and any Focus are turned off.
- Open VL Connect, make sure you are signed in, then lock your iPhone and have someone call your extension to test.
Reset the App: Offload or Reinstall
iPhones don’t have a Clear cache option for apps. Instead, you can offload the app or delete and reinstall it.
- Offload App removes the app but keeps its documents and data. When you reinstall it, your data is restored. Try this first.
- Delete App removes the app and all of its data from your iPhone. You will need to sign in again after reinstalling.
Warning: Before you delete the app, make sure you know your VoiceLogix login name and password (the same ones you use for the VoiceLogix portal). Your contacts, voicemail, and call history are stored on the VoiceLogix system and will load again once you sign in.
Offload the App
- Go to Settings > General > iPhone Storage.
- Tap VoiceLogix Connect.
- Tap Offload App, then confirm.
- Tap Reinstall App (or tap the app icon on your Home Screen) to download it again.
Delete and Reinstall the App
If offloading didn’t help:
- Go to Settings > General > iPhone Storage > VoiceLogix Connect and tap Delete App, then confirm.
- Restart your iPhone.
- Open the App Store, search for VoiceLogix Connect, and tap the download button.
- Open VL Connect and sign in with your login name and password. These are the same credentials you use to sign in to the VoiceLogix portal. If your company signs in with Google or Microsoft, use that option.
- Allow the permissions when the app asks for them.
- Repeat the Check Battery and Background Settings and Check Notifications steps above.
Send Logs to Support
If our support team asks for your app logs, you can send them from inside VL Connect. Logs contain technical details about the app’s connection and calls that help our team find the cause of your issue. Please send logs when our support team asks, or along with a support request, and try to send them right after the problem happens.
- Open VL Connect and make sure you are signed in.
- Tap the menu icon (three lines) in the bottom right corner to open the navigation menu.
- Tap About.
- Tap Submit Log File.
- Type a brief description of the problem, or your support ticket number.
- Tap Send. Your logs are uploaded to VoiceLogix Support automatically.
If your iPhone opens an email addressed to support@voicelogix.com, tap Send to finish.
Note: If you have a support ticket, include the ticket number in your description. If you don’t, contact our support team after sending your logs to let us know they were sent, and tell us the approximate date and time the issue happened.
You can also watch the short video in How to Submit a Log File to Support.
Still Having Trouble?
If you’ve tried the steps above and are still having issues, contact our support team:
- Email: support@voicelogix.com
- Phone: (844) 529-3007
To help us solve your issue faster, please include:
- Your name, company name, and extension
- Your iPhone model and iOS version
- Your VL Connect version (menu > About)
- The date and time the issue happened
- Whether you were on Wi-Fi or cellular data, and whether it happens on both
- Whether the app was open, in the background, or closed
- A description of the issue, and example phone numbers called or calling in, if available
- Your ticket number, if you’ve already sent logs