FAQ (from SA PAGE)

What can you find on this page?

Welcome to our administrative support page. Here, you'll find answers to frequently asked questions about the administrative aspects of our products. Whether you’re looking for information on billing, account settings, or need assistance managing your data, you’ve come to the right place. Our goal is to provide clarity so you can fully utilize our services without encountering administrative hurdles.

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How do you change your address details?

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We are moving

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How do I change the language in the Platform?

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Can I access my account if I am suspended?

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Run out of credit or Suspended?

Related Pages

Call Rates

Freedom Unlimited Package

Freedom Unlimited Package

Call from Outlook or MS Business Contact Manager

Call from Outlook or MS Business Contact Manager

I want to set up two-step verification in Freedom

I want to set up two-step verification in Freedom

Audio Issues (for problem solver sidebar)

Audio Issues (for problem solver sidebar)

Network Settings and Security (for problem solver sidebar)

Network Settings and Security (for problem solver sidebar)

Webphone Challenges (for problem solver sidebar)

Webphone Challenges (for problem solver sidebar)

Desk Phone Challenges (for problem solver sidebar)

Desk Phone Challenges (for problem solver sidebar)

Temporary Redirect

Temporary Redirect

FAQ (from SA PAGE)

FAQ (from SA PAGE)

AI Settings

Fanvil

Tiptel

Snom

Polycom

Panasonic

Grandstream

Gigaset

Cisco

Aastra

Yealink

VoIP Phones

All voIP phones

All voIP phones

Warning 'default password in use

Warning 'default password in use

Questions about Prepaid

Questions about Prepaid

Odoo Softphone

I'm abroad and calling via the app doesn't work

I'm abroad and calling via the app doesn't work

I am abroad and calling with the app doesn't work

I am abroad and calling with the app doesn't work

My colleagues can't see me in the app

My colleagues can't see me in the app

Plantronics

Available for colleagues only

Available for colleagues only

I can't answer calls

I can't answer calls

Configuring an IP-PBX (trunk)

Configuring an IP-PBX (trunk)

Frequently Asked Questions

Frequently Asked Questions

ROBIN-Integration

ROBIN-Integration

I see that my colleague's status shows 'busy,' but she is actually available

I see that my colleague's status shows 'busy,' but she is actually available

FRITZ!Box

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

My microphone and/or headset is not working

My microphone and/or headset is not working

Data Center Maintenance

Data Center Maintenance

Unifi Talk

Aastra

Forwarding your business phone

Forwarding your business phone

How to set up Bubble?

How to set up Bubble?

There is no audio at all

There is no audio at all

The connection disconnects during a call

The connection disconnects during a call

I have a problem with my Cisco

I have a problem with my Cisco

How do I set up my Yealink Dect?

How do I set up my Yealink Dect?

My incoming phone number is always my own business phone number

My incoming phone number is always my own business phone number

Questions about logging in

Questions about logging in

Profile

What is Bubble?

What is Bubble?

Changing caller ID for mobile forwarding

Changing caller ID for mobile forwarding

The app keeps crashing

The app keeps crashing

Setting up Two-Factor Authentication in Freedom

Setting up Two-Factor Authentication in Freedom

I want to return my hardware

I want to return my hardware

I hear a voice announcing the phone number I'm calling or that's calling me

I hear a voice announcing the phone number I'm calling or that's calling me

My phone number is shown as a Spam number to the recipient of my call.

My phone number is shown as a Spam number to the recipient of my call.

Zoiper

On-call Service

On-call Service

Setting up your availability via the Voys app

Setting up your availability via the Voys app

Press 1 to answer this call

Press 1 to answer this call

Starting or answering a call

Starting or answering a call

There is a problem with the automatic startup of the Webphone

There is a problem with the automatic startup of the Webphone

Starting a call

Starting a call

I hear music when I answer or make calls

I hear music when I answer or make calls

Have I set up the app correctly in Freedom?

Have I set up the app correctly in Freedom?

Accessibility through your Dial Plan

Accessibility through your Dial Plan

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

You get the message: 'You don't have an app account. This means you cannot receive incoming calls in Voys.'

The connection drops during a call

The connection drops during a call

My colleagues and I are using the same user account

My colleagues and I are using the same user account

The app keeps crashing

The app keeps crashing

Contacts List

Copying your Dial plan for another company in your account

Copying your Dial plan for another company in your account

I have taken over the app account from a colleague

I have taken over the app account from a colleague

The audio stutters

The audio stutters

I minimized my Webphone, but now I don't know if the Webphone is ringing.

I minimized my Webphone, but now I don't know if the Webphone is ringing.

Technical specifications

Technical specifications

I want my phone number in the phone directory

I want my phone number in the phone directory

I have taken over the app account from a colleague

I have taken over the app account from a colleague

My headset is not working

My headset is not working

Audio stuttering

Audio stuttering

Dial plan tips

I don't get a pop-up when I receive a call

I don't get a pop-up when I receive a call

Adding spoken messages to your dial plan

Adding spoken messages to your dial plan

Outgoing numbers

Outgoing numbers

My audio quality is poor

My audio quality is poor

I can't hear the customer

I can't hear the customer

Recent calls

Update: Adding, editing and deleting shared contacts in the app

Update: Adding, editing and deleting shared contacts in the app

The Webphone shows a message that I don't have a VoIP account

The Webphone shows a message that I don't have a VoIP account

How do I change my outgoing phone number?

How do I change my outgoing phone number?

Questions about cancellation

Questions about cancellation

My colleagues and I use the same user account

My colleagues and I use the same user account

Bubble: Connect your phone system with your CRM-ERP software

Bubble: Connect your phone system with your CRM-ERP software

My Voys app doesn't work (properly) when I have Bluetooth enabled.

My Voys app doesn't work (properly) when I have Bluetooth enabled.

Cisco

The app only rings once

The app only rings once

Grandstream

An old/new colleague's user account is still visible

An old/new colleague's user account is still visible

I have a problem with my Yealink DECT

I have a problem with my Yealink DECT

Why should SIP ALG be turned off?

Why should SIP ALG be turned off?

Billing and account management

Billing and account management

Connection drops when I answer a call

Connection drops when I answer a call

I have downloaded the app, but it doesn't work.

I have downloaded the app, but it doesn't work.

Contacts

Update: Notification for unstable call quality

Update: Notification for unstable call quality

Audio Problems

My customer hears an echo

My customer hears an echo

MS Teams connector user guide

MS Teams connector user guide

Stop incoming phone harassment

Stop incoming phone harassment

There is no audio at all

There is no audio at all

How do I set up my Yealink?

How do I set up my Yealink?

I'm not receiving incoming calls

I'm not receiving incoming calls

Pickup group: Answer a colleague's phone with your own device

Pickup group: Answer a colleague's phone with your own device

Add a favorite

Dial plan extension: dial plan backup or making dial plan more organized

Dial plan extension: dial plan backup or making dial plan more organized

I want to set up multiple menu options

2️⃣

I want to set up multiple menu options

I have a Huawei phone

I have a Huawei phone

A Suitable Network

A Suitable Network

Different ways to use "Opening Hours"

Different ways to use "Opening Hours"

Recent Calls

MicroSip softphone

MicroSip softphone

Polycom

Make the Voys app work only via mobile data

Make the Voys app work only via mobile data

Troubleshooting Network Problems

Troubleshooting Network Problems

Algo SIP Alerter

Algo SIP Alerter

I'm getting a notification that my audio quality is poor

I'm getting a notification that my audio quality is poor

Questions about billing

Questions about billing

How do I make (temporary) anonymous calls?

How do I make (temporary) anonymous calls?

I'm not receiving incoming calls

I'm not receiving incoming calls

I can't see all my colleagues in the Webphone

I can't see all my colleagues in the Webphone

Known issues being worked on

Known issues being worked on

Ongoing Calls

I can't make outgoing calls with 4G

I can't make outgoing calls with 4G

Incoming Fax

Export of the call list

Export of the call list

Other

The customer cannot hear me

The customer cannot hear me

I can't make outgoing calls

I can't make outgoing calls

I want to set up one Call Menu

1️⃣

I want to set up one Call Menu

Tiptel

Android Native VoIP Client

Android Native VoIP Client

I don't see my company name on my app as I have set it in the dial plan

I don't see my company name on my app as I have set it in the dial plan

Set a priority for your queue

Set a priority for your queue

Android

Linphone

IP-PBX Static Connection

IP-PBX Static Connection

Cisco SPA112

An Answering Service

An Answering Service

Adjusting availability via Freedom

Adjusting availability via Freedom

I cannot make outgoing calls

I cannot make outgoing calls

My incoming phone number is always my own business phone number

My incoming phone number is always my own business phone number

Calls and Statistics

Calls and Statistics

I can't answer calls

I can't answer calls

ATAs

My newly purchased Yealink device from Voys

My newly purchased Yealink device from Voys

Calling from Outlook or MS Business Contact Manager

Calling from Outlook or MS Business Contact Manager

I'm not receiving incoming calls

I'm not receiving incoming calls

Variable Callername

Variable Callername

Conference: conference calls and how to set up a three-way call

Conference: conference calls and how to set up a three-way call

The Webphone continues to ring after the call has been answered

The Webphone continues to ring after the call has been answered

An incorrect name is displayed with my phone number.

An incorrect name is displayed with my phone number.

The Webphone is no longer active after I have been away from my laptop

The Webphone is no longer active after I have been away from my laptop

I want to make changes

I want to make changes

Why can't I make calls to +31(0)612345678?

Why can't I make calls to +31(0)612345678?

I want to start using Bubble

I want to start using Bubble

Linksys SPA2102

Linksys SPA2102

Counterpath Bria

Counterpath Bria

Headsets

I'm not seeing all my (missed) calls

I'm not seeing all my (missed) calls

Network: the key to a stable VoIP connection

Network: the key to a stable VoIP connection

See who is calling

See who is calling

Calls

The customer cannot hear me

The customer cannot hear me

Adding your user account to the dial plan

Adding your user account to the dial plan

What is the difference between a VoIP Account and a User Account?

What is the difference between a VoIP Account and a User Account?

I can't hear the customer

I can't hear the customer

I have multiple companies, so also multiple phone numbers

I have multiple companies, so also multiple phone numbers

Recorded messages

Recorded messages

Mobile apps

3CX

Transferring a call with the Voys App

Transferring a call with the Voys App

Users: be available how you want

Users: be available how you want

My headset is not working

My headset is not working

T.38 Protocol Support

T.38 Protocol Support

Ms Teams

General information about ATAs in combination with Voys

General information about ATAs in combination with Voys

Webphone

The Webphone indicates that my network settings need to be checked

The Webphone indicates that my network settings need to be checked

Phone number: Learn how to easily activate a new number yourself

Phone number: Learn how to easily activate a new number yourself

Telephone - Softphone for macOS

Telephone - Softphone for macOS

Setting up Groundwire

Setting up Groundwire

Sounds: the place to find, add or download all recorded messages

Sounds: the place to find, add or download all recorded messages

2N Helios IP Uni (doorbell)

2N Helios IP Uni (doorbell)

Using your user account smartly

🗣️

Using your user account smartly

Other Softphones

Other Softphones

Yealink VoIP Phones

Yealink VoIP Phones

Customers are not leaving the queue

Customers are not leaving the queue

I can't see all my (missed) calls

I can't see all my (missed) calls

Via a User Account

Via a User Account

Video calling

Encrypted calling

Encrypted calling

I cannot transfer customers to my colleague

I cannot transfer customers to my colleague

When I try to call, I hear a 'number is not reachable' tone

When I try to call, I hear a 'number is not reachable' tone

Incorrect number in my device

Incorrect number in my device

VoIP account: register your device, app or webphone

VoIP account: register your device, app or webphone

To Mobile

Improving Call Quality

Improving Call Quality

The Webphone

My colleagues can't see me in the app

My colleagues can't see me in the app

Devices

Telephone Hybrid

Telephone Hybrid

Outgoing Fax

My Voys app doesn't work (properly) when Bluetooth is enabled.

My Voys app doesn't work (properly) when Bluetooth is enabled.

Have I set up the app correctly in Freedom?

Have I set up the app correctly in Freedom?

Call Through

Setting up your availability via the Webphone

Setting up your availability via the Webphone

When I try to call, I hear a "number is not reachable" tone

When I try to call, I hear a "number is not reachable" tone

Improve call quality

Improve call quality

My customer hears an echo

My customer hears an echo

The app only rings once

The app only rings once

Update: Availability of colleagues visible in Freedom

Update: Availability of colleagues visible in Freedom

Click & Call Extension: Quick dialing with one button press

Click & Call Extension: Quick dialing with one button press

I want to become a customer

I want to become a customer

I can't transfer calls

I can't transfer calls

I can't make outgoing calls with 4G

I can't make outgoing calls with 4G

Which Subscription Do You Have?

Which Subscription Do You Have?

Managing users in Callto365

Managing users in Callto365

Ms Teams Admin Setup Guide

Ms Teams Admin Setup Guide

Microsoft Teams integration with Voys

Microsoft Teams integration with Voys

How will you call?/What will you use to call?

How will you call?/What will you use to call?

Firewall configuration

Firewall configuration

Audio problems on the laptop (Webphone) or your desk phone

Audio problems on the laptop (Webphone) or your desk phone

Import contacts

Import contacts

Spam and name providers

Spam and name providers

Always allow webphone audio playback

Always allow webphone audio playback

VIP pincode

Android App

iOS App

Variable Announcement

Variable Announcement

Variable Callername

Variable Callername

Freedom

Click 2 Dial Extension

Click 2 Dial Extension

The difference between a VoIP- and a User account

The difference between a VoIP- and a User account

Adding an extra user

Adding an extra user

Manage everything from your User Account

Manage everything from your User Account

Users: available the way you want to

Users: available the way you want to

Admin: where the magic happens

Admin: where the magic happens

Whatsapp

The App

The Webphone

Set and modify your dial plan

Set and modify your dial plan

Other VoIP phone

Other VoIP phone

Questions about invoice

Questions about invoice

Questions about cancellation

Questions about cancellation

Questions about costs

Questions about costs

Questions about logging in

Questions about logging in

Encrypted Calling

Encrypted Calling

Call-me-now

Dashboard

Queue Statistic

Queue Statistic

Statistics

Calls

VoIP Trunk: Setup my own PBX

VoIP Trunk: Setup my own PBX

Webhooks

Fax Outbound

Call notifications

Call notifications

Caller ID lookup

Caller ID lookup

Sounds

Fax inbound

Music on hold

Messages

Opening hours | Advanced

Opening hours | Advanced

Opening hours | Basic

Opening hours | Basic

Call recording

Listen in

Pickup Group

Conference

Queue

IVR Menu

Fixed/Mobile

Voicemail

Call groups

VoIP account

Phone Number

Administration