Allow the app to access the microphone after downloading. To do this, uninstall and reinstall the app and accept all prompts. Check the 3Connect app has been granted microphone permissions in smartphone settings. 

Check that you’re logged in with your username and password. These can be found on the 3Connect web portal.   

iOS
Check power saver mode on your phone 

• Your iPhone could be on power saver mode. When this is enabled, the iPhone will limit power to background app to keep the device running longer. This can stop the 3Connect app working.  
• Go to Settings, Battery, Power Saving Mode and ensure this feature is off.
  

Screen time 

• iPhones have a section in their settings which lists apps that are only allowed to run for a certain amount of time each day. The 3Connect app may be limited by this and may only be able to run for a couple of hours each day.
• You can check this in Settings > Screen Time > Always Allowed > Ensure the 3Connect app is in this list.

The 3Connect app isn’t updating to the latest version

Go into the 3Connect App > About.  You’ll get a prompt to update if you’re not on the latest version.

Your iPhone isn’t updated to latest version of IOS 

Please make sure the iPhone is updated to the latest version of iOS.
Go to: Settings, About Device/Phone/System updates, Download updates automatically.

The 3Connect app is unable to run in the background iPhones can prevent apps running in the background. 

To ensure this isn’t the case, please check the following in Device Settings, not the 3Connect app: Settings > General > Background App Refresh > Please ensure the 3Connect app is enabled

The 3Connect app may not be allowed to use mobile data 

To ensure the 3Connect App can access the phone’s mobile data, please try the following: In your phone Settings > Settings > 3Connect > Please ensure mobile data toggle is on.

Android
The 3Connect app can’t run in the background 

• Android phones can stop some apps running in the background. Please ensure battery optimisation is allowed when you first install the 3Connect Softapp. Settings > Battery Optimisation > “Show” > Allow
• Please note that not all Android devices let you control battery optimisation. Please ensure you have allowed battery optimisation on your first start up: 

The 3Connect app may not be allowed to use mobile data 
To ensure the 3Connect app can access your mobile data, please try the following:   

• In the 3Connect app > ‘Settings’ > ‘Preferences’ > Please ensure both ‘Use when available’ and ‘Allow VoIP Calls’ under ‘MOBILE DATA NETWORK’ are pink.  

Please uninstall and reinstall the app.

iOS:

• To uninstall: Settings > Apps > Select 3Connect > Uninstall 
• To reinstall: go to Apple Store > search for 3Connect softphone > install > once installed insert your username and password.  

Android:

• To uninstall: Settings > Apps > Select 3Connect app > Uninstall
• To reinstall:   Visit your app store > search for “3Connect softphone” > install > once installed insert your username and password.   

To get your username and password please go to the 3Connect portal (you’ll have received your username and password from Three) and go to “devices”, locate your app, click the edit icon to see your app username and password. Please don’t copy and paste these. Instead, type in both your username and password. Remember to avoid leaving spaces before and after.  

Please login to the portal and go to devices. Locate the app and press edit (administrators) to see the username and password for the app. Please don’t copy and paste – type in both username and password.   

When launching the 3Connect app for the first time, you’ll be prompted to allow the app access to your contacts. If access is granted, the app will pull your contacts from your mobile phone into the app.   

To undo this, please follow the steps below: 

•  Go to your mobile phone settings and scroll down to the 3Connect app.  
•  You will see a toggle named ‘Contacts’, turn this off to stop 3Connect accessing your contacts.  

While on calls, a ‘…’ button will appear, clicking this will bring up more options for your call. You can find the transfer button here. Click this and dial the extension number or phone number you want to transfer the call to.  

This may be caused by a weak connection. To confirm this, you can run an internet speed test on your phone or check if webpages or emails are loading slowly. 

If you’re certain the issue is not caused by a weak connection, then this may be a firewall issue. If this is the case, you’ll need to update your firewall to meet the 3Connect firewall requirements.   

If you’re unable to use the app while connected to mobile data, first check that you have a strong signal. This can be monitored by the signal bars in the top right corner of your phone screen, one bar  being a weak signal and four being a strong signal.  

Once you’re certain the issue isn’t caused by a weak connection, please ensure your 3Connect app has access to mobile data.  

This can be done by following the steps below:  

•  Within the 3Connect app > Settings > Preferences > Please ensure both Use when available and
• Allow VoIP Calls under MOBILE DATA NETWORK are pink.

This is most likely due to a weak connection. To solve this, try the following: 

• Check your WiFi/mobile data connection 
• Restart the app
• Restart your phone   

This is due to a weak connection. To fix this, restart your app and phone. If this doesn’t work, uninstall your app and reinstall. You can also try rebooting your router.  

Yes, you can use the app on WiFi. If you run into any issues, check you have a strong WiFi connection and your firewall is set up to allow the app to function correctly.   

When you allow the 3Connect app access to your device contacts it imports contacts from your smartphone. To sync contacts from the portal, you’ll need to export from the portal and import them into the smartphone. 

• Access contacts on the 3Connect portal via People - Contacts.
• Select what contacts you wish to export with the “Select user” drop down. Please note, you should leave this blank for all company contacts. For individual contacts, select the appropriate user in the dropdown.
• Click “Export”.
• Select the file type to export
• For iOS contacts select vCard followed by “Export Contacts File”, for Android select Google.
• Email the vCard to your smartphone and import to your smartphone contacts. 

The soft client is already logged in on another smartphone. You can click the “Disconnect” button to remove it from where it was last installed on the other smartphone.  

No. 3Connect Softphone is made for Android devices, but user experience may vary by manufacturer. Additional operational layers that manufacturers add can affect app performance. Huawei and all Android manufacturer phones run their own layers on top of Android to help with battery performance by restricting background app functions. No additional settings are required, but preferences may be automatically altered, amended, or restricted. 

The 3Connect app must have been prompted to make calls from the 3Connect app by default. To change this, go to you phones settings and follow the steps

Settings > Apps > 3Connect > Default Phone app and selected preferred app.