English | Deutsch | Español | Français
 
Top Questions
Why does my call not connect?
How do I dial a number?
The person I'm calling cannot hear me
I cannot hear the person I'm calling


 Latest version:
4.61
Are you up-to-date?

If you aren't using our latest software you may be missing out on important service improvements.

Upgrade »


Help home
About Callserve
Introducing Callserve
Installation and Getting started
Troubleshooting
Common Problems
Problems With Sound
Screen Error Messages
Payment/Billing
Hardware
Phonebox
Phonebox 2
USB Phone
Submit Support Request

Screen Error Messages

My phone is displaying ''Searching'' or ''Disconnected''

Here are the main reasons for the Internet Telephone to show ''Searching'' or ''disconnected'' message:

1. Please check your firewall configuration by clicking here. The Internet Telephone uses a number of ports to send data to our servers, and if these ports are blocked by a firewall the phone will not work correctly (you will only get one-way audio or the phone cannot get connected).

2. Please check your real-time Internet connection speed by clicking here. The result will show you if your Internet connection speed is fast enough to use our service.

3. Please make sure that the Date/Time properties of your PC are set correctly (e.g. your Internet Telephone will not connect if your PC is set to 2005).

4. Please upgrade to the latest version of the Internet Telephone by clicking here. This new version has been developed to optimise call quality and speed up your call connection.
« Help home
^ Section top

My phone is displaying ''Rejected'' or "Please enter full international or national number"

Please refer to the How do I dial a number? section and make sure that the Internet Telephone dialing rules are set correctly.
« Help home
^ Section top

My phone is displaying ''Locked'' or ''Locked+''

1. Make sure that you have entered the PIN that was sent to your registered e-mail address. Click here if you need a PIN reminder.

2. Please upgrade to the latest version of the Internet Telephone by clicking here. This new version has been developed to optimise call quality and speed up your call connection.
« Help home
^ Section top

My phone is displaying ''Incorrect email address or account number. Please try again''

Make sure that you have entered the PIN that was sent to your registered e-mail address. Click here if you need a PIN reminder.
« Help home
^ Section top