The fastest way to get a problem fixed is to explain it clearly the first time. Support teams can solve most dialer issues quickly when they have the right details, and slow down when they must ask the same questions repeatedly. This checklist shows what to gather, and there is a template you can copy.
Before you contact support
A few minutes of basic checks can often solve the issue by themselves. Try the relevant guide first:
- Will not sign in or stays offline: registration checklist.
- Call does not connect: call failed guide.
- Numbered error shown: SIP error codes.
- No sound: one-way audio fixes.
- Incoming calls missing: Android battery settings.
What to include
- Your order ID or the name and number on the order. This helps the team find your account.
- Which dialer you use (MoSIP or iTel) and the phone model and Android version.
- What happens, in one or two sentences. For example: "The app says registered but calls to this number fail."
- The exact error message or code. A screenshot is best.
- When it happened. Include the date, time and your time zone.
- The number you called, in international format. See dialling international numbers.
- The network you used. Wi-Fi or mobile data, and which operator.
- What you already tried, so the team does not repeat it.
Template you can copy
Order ID / name: Dialer (MoSIP or iTel): Phone model and Android version: Problem (1-2 sentences): Error message or code: Date and time (with time zone): Number I called (+country code): Network (Wi-Fi / mobile data, operator): What I already tried: Screenshot attached: yes / no
What never to send
- Your password, unless an official support agent in a verified channel specifically asks and you started that conversation.
- Card numbers or banking passwords.
- One-time codes sent to your phone.
When you send a screenshot of your dialer settings, hide the password field. For more on safe handling of your details, read our account security guide.
What to expect after you send it
The team will review the details, ask for anything that is missing and tell you what to try next. Response times depend on the volume of requests and on the policies of the business, so we do not promise a specific time here. You can also track an order on the order tracking page.
A good message and a poor one
Poor: "It is not working. Please fix."
The team cannot tell what is wrong, which app you use or what you have tried, so the first reply will be a list of questions.
Good: "Order 12345, MoSIP on an Android phone. The app shows registered, but calls to +44 7911 123456 fail with a call failed message since about 3 pm today on home Wi-Fi. It works on mobile data. I restarted the router and the app. Screenshot attached."
This tells the team the account, the app, the exact symptom, the time, the network and what you already tried. Many problems can be answered in a single reply.
How to take a useful screenshot
- Capture the error message while it is still on screen.
- If the screenshot shows settings, hide the password field before you send it.
- Include the status line of the dialer so the team can see whether it is registered.
- If the problem happens during a call, a short screen recording can show what you see and hear. Mention it only if the team asks, since large files can be slow to send.
If you do not get a reply
Give the team a reasonable time to respond, since messages may arrive in busy periods. Then send a short follow-up in the same chat rather than starting a new conversation, so that all the details stay together. You can also use the support page or check your order status on the order tracking page. Be polite but clear about what you need and by when.
Keep these details handy
- Your order ID and the name on the order.
- The WhatsApp number you used to order.
- The dialer name and version, if you can find it in the app settings.
- Your phone model and Android version.
- The email address you ordered with.
Keeping these in a note on your phone saves time on any future request. And once your problem is solved, tell the team what fixed it. Your feedback helps improve the guides on this site for the next person.
Next step: Ready to ask? Open WhatsApp or the support page and paste the template above.
Frequently asked questions
Where do I contact MosipVoIP?
Use the contact page or the WhatsApp button on the website, or open a request on the support page.
Is a screenshot really needed?
It is not mandatory, but it often saves several messages of back and forth.
Can I send a voice recording of the problem?
You can describe it in text first. Ask the team if a recording would help in your case.
