You entered your details, pressed save, and the MoSIP dialer still shows offline, unregistered or an error. That is frustrating, but it is usually fixable in a few minutes. This checklist goes from the quickest checks to the less common ones. Change one thing at a time so you know what worked.
This article is about registration, which means the dialer signing in to the server. If you are registered but a call will not connect, read our guide to the call failed message instead.
1. Confirm the phone has working internet
Open a web page in your browser while the dialer is open. If the page does not load, the problem is the connection, not the account. Switch between Wi-Fi and mobile data to see which one is stable. Some networks, such as public or workplace Wi-Fi, block VoIP traffic.
2. Re-copy the credentials from the original message
Open the message in which your credentials arrived and copy each value again. Paste it into the field and look for extra spaces at the start or end. Many failed registrations come down to one wrong character. Our guide to SIP username, password and server settings shows what each field should contain.
3. Check the server or domain field
Make sure the server value matches the one you were given. Do not add "http://" or "https://", and do not change the port unless you were told to.
4. Check the Brand PIN or operator code
If your setup asks for a Brand PIN or operator code, it must be the exact value issued to you. Codes found online or from another service will not work. If you are unsure whether you need one, see the MoSIP Brand PIN guide.
5. Look at the date and time on your phone
An incorrect clock can interfere with secure connections. Set the date, time and time zone to automatic and try again.
6. Allow background activity and permissions
Some phones restrict apps that run in the background or use data while the screen is off. Allow the dialer to run in the background and check that it has network and microphone permission. Settings differ by phone brand, so look under app info for battery and data options.
7. Try the other connection type
If you are on Wi-Fi, turn it off and test on mobile data, then reverse it. If it registers on one but not the other, the router or network is blocking the connection. Restarting the router or using a different network often solves this.
8. Check that your account is active
If your balance or account has expired or been paused, the server may refuse the sign-in. Check your order status on the order tracking page or ask support.
9. Restart the app, then the phone
Force close the dialer, reopen it and let it register. If that fails, restart the phone to clear stuck network sessions. Make sure you are using the version supplied for your account on the downloads page.
10. Collect details before you ask for help
If it is still not registering, gather a screenshot of the error, the time it happened, whether you were on Wi-Fi or data, and your order ID. Never send your password in a message. Our guide on what to send when you contact VoIP support lists everything that helps us solve the problem faster.
How to read the status message
Different versions of the app word their status differently, but the meanings are similar. Use this as a guide, and check your own screen for the exact words:
| Status you may see | What it usually means | What to do |
|---|---|---|
| Registering or connecting | The app is still trying to sign in | Wait up to a minute, then check your internet |
| Registered, connected or online | Sign-in worked | You can make calls. If a call fails, go to the call failed guide |
| Unauthorized or authentication failed | The server did not accept the credentials | Re-copy the username, password and Brand PIN |
| Timeout or no response | The server did not answer in time | Change network, check the server field and port |
| Network unreachable or no internet | The phone has no working connection | Fix the connection first |
A short decision path
- Can you open a web page? If not, fix the internet first.
- Does it fail on both Wi-Fi and mobile data? If it works on one, the other network is blocking it.
- Do you see an error that mentions credentials? Re-enter them carefully.
- Did it work yesterday and stop today? Check whether your balance or package has expired, and whether the phone was updated.
- Does it fail on a fresh install with fresh credentials? Contact support with details.
Mistakes that waste time
- Changing several settings at once, so you cannot tell what helped.
- Trying passwords or Brand PINs from other websites or old messages.
- Installing different dialer versions from unknown sources. Use the file from the downloads page or the one your provider sent.
- Assuming the problem is the app when the real cause is a weak network.
- Waiting several days before asking for help. Account and server problems are quickest to fix when they are fresh.
If the dialer registers but incoming calls are missing, that is a separate problem. See our guide to incoming calls on Android.
Next step: Still stuck after these checks? Message us on WhatsApp with a screenshot and your order ID and we will help you work out which setting is wrong.
Frequently asked questions
Why does it say registered but I cannot call?
Registered means the sign-in worked. A call can still fail because of balance, destination rules, number format or network quality. Use the call failed guide for that.
Does a VPN affect registration?
It can. Some VPNs add delay or block VoIP traffic. Turn the VPN off while you test registration.
Should I reinstall the app?
Only after the checks above. Before you do, save your credentials somewhere safe because reinstalling clears saved settings.
