Troubleshooting Mobile App Call Disconnections

Resolving Call Disconnections in the Mobile App

If calls work correctly on the desktop dialer but disconnect only when using the mobile app, the issue is often related to your Twilio account configuration. The mobile app requires a Twilio sub-account SID to function properly—using a master account SID will cause calls to fail. Follow the steps below to diagnose and resolve this issue.

1. Verify Your Twilio Account Type

First, determine whether the location is using a Twilio master account SID or a sub-account SID. Navigate to your CRM settings and select the Twilio section. Review the Account SID entered for the affected location. If it matches the master Account SID displayed at the top of the page, you must switch to a sub-account SID.

For Locations Using Your Agency's Twilio Account

If the location is configured with your agency’s Twilio master account SID, take these steps to create and use a sub-account:

1. In the Twilio settings, click the three-dot menu next to the location’s credentials and select Delete connection to remove the current configuration.
2. Click Create Sub-Account. This generates a new Twilio sub-account based on your agency’s master account.
3. Once the sub-account is created, click Move numbers to transfer phone numbers from the master account to the new sub-account. If you encounter errors during this process, contact Twilio support for assistance.

For Locations Using a Client’s Twilio Account

If the location uses your client’s own Twilio master account SID, you have two options to resolve the issue:

Option 1: Manually Create a Sub-Account in Twilio

1. Log into the client’s Twilio console and create a new sub-account. Copy the sub-account’s SID and auth token.
2. Request that Twilio support move the phone numbers from the master account to the new sub-account.
3. In your CRM’s Twilio settings, click the three-dot menu next to the location’s credentials and choose Update Credentials. Paste the sub-account SID and auth token, then save.

Option 2: Use CRM to Create the Sub-Account

1. In the Twilio settings, click the three-dot menu and delete the current connection.
2. Replace the master Account SID and auth token with the client’s Twilio master account credentials.
3. Click Create subaccount to generate a sub-account based on the client’s master account.
4. Click Move numbers to transfer numbers to the sub-account. Contact Twilio support if you experience errors.
5. After the numbers appear in the location, you can revert to using your agency’s master account credentials if needed.

2. Confirm TwiML App Location ID

If the location is already using a Twilio sub-account SID but calls still fail on the mobile app, verify that the TwiML application’s location ID is correct. This ensures proper routing of call instructions.