The App Says "Phone Could Not Connect"

The app's phone calls from your business number. Its status is on the Profile tab, in the Calls card, next to Phone:

• Phone off: calling is not set up for this business, or you do not have permission to use it.
• Phone connecting…: the app is signing in. It takes a few seconds.
• Phone ready: you can place calls, and Available for calls decides whether the shop's calls ring you.
• Phone could not connect: the sign-in failed.

It reconnects on its ownCopy a link to this section

When the sign-in fails or the connection drops, the app tries again by itself for about two minutes, waiting a little longer between each try. Opening the app again after it has been in the background starts the tries over. A call in progress is never interrupted to reconnect.

Reconnect PhoneCopy a link to this section

If it still reads Phone could not connect, tap Reconnect Phone under the status to try again straight away. Tapping it again while it is connecting does nothing; wait for it to finish.

The reasonCopy a link to this section

Under a failed connection the card shows Reason: and where it broke. The first word is the step that failed:

• status: Perceny could not check whether calling is available for you here. Check your internet connection and reconnect.
• setup: the phone's calling setup on this device failed. Close the app completely, open it again, and reconnect.
• token: Perceny could not issue the phone its sign-in. This is usually brief; reconnect in a minute.
• sign-in: the phone provider refused the sign-in, or the connection dropped. A Wi-Fi network that blocks calling can cause it, so try mobile data. If the reason reads Login refused or Gateway not registered, the provider turned the sign-in away; reconnecting will not change it.

If it keeps failing, press and hold the reason to copy it, and send it to Perceny support. It says exactly where the phone stopped, which is what support needs to fix it.