Reachable help

Setting up, your provider, and what to do when something does not work. Stuck? Email us and we will help.

• Set up in a minute
• Cheapconnect
• Another provider or your own system
• One device per number
• Does not ring with the app closed
• What Not reachable means
• No sound or poor sound
• Recording
• Transfer and three-way calls
• Protection and blocking
• Calling from abroad
• Emergency numbers
• Deleting your data
• Contact

Set up in a minute

You need a SIP account with a VoIP provider, or an extension on your own phone system. Your number and your call credit stay there.

1. Open the app and tap Start.
2. Pick your provider. Not in the list? Choose Other SIP provider or Your own phone system.
3. Enter your username and your password, and for another provider the server address too.
4. Allow the microphone and notifications. On Android also allow Full screen for calls, so a call shows on your lock screen.
5. The test signs you in. When you see It works, the Ring turns green and you can be reached, even with the app closed.

Cheapconnect

Cheapconnect is in the list. The server and the settings are ready.

• Number or SIP account: your SIP account from the Cheapconnect portal. It starts with 31 (your number in international form, like 31853031234) or with 777 for an extra account.
• Password: that account's SIP password, from the portal. That is not the password you use to log in to the website.
• Server: sip.cheapconnect.net (filled in already under Advanced).
• Voicemail: leave the field empty and the voicemail button calls 1233.

Cheapconnect lets one device sign in per account at a time. So read the part below as well.

Another provider or your own system

Your details are in your provider's portal, usually under SIP accounts, extensions or devices. You need:

• Username, sometimes called SIP ID or extension.
• Password of that SIP account.
• Server or domain, like sip.yourprovider.com.
• Sometimes also a separate authentication username, a port, the transport (UDP, TCP or TLS) or an outbound proxy. You enter those under Advanced.

Got a full address like name@server? Paste it into the first field and the app splits it for you. For your own phone system the advanced fields open straight away.

One device per number

Some providers, Cheapconnect among them, let only one device sign in per SIP account at a time. If you also use the same account in another app or on a desk phone, they keep taking it over from each other and sometimes the wrong device rings. The app then says: Another device uses this account.

Two phones with Reachable, iPhone or Android, can share the same account: then only our server is signed in at your provider and both ring.

Does not ring with the app closed

First look at the Reachability screen (tap the Ring at the top). If it says Rings with the app closed too, everything is set up right. If not:

• Our server must be on for your account (Settings, your account: on iPhone Without our server is off, on Android Through our server is on). Without our server it only rings while the app is open.
• Notifications must be on for the app.
• iPhone: if a Focus is on, check that the app may break through. In Reachable you also choose per Focus which account stays quiet.
• Android: open the Phone check in Settings. Set battery use to Unrestricted and allow Full screen for calls. Some brands pause apps extra hard; the check shows the way per brand.
• Another device on the same account? See one device per number.

Every missed call in Recents says why it was missed, for example that your phone had no internet or that the caller hung up before your phone was connected.

What Not reachable means

The app says	What to do
Password refused	Check the SIP password in your provider's portal. Mind capital letters.
Account unknown	Is the username right? At Cheapconnect it starts with 31 or 777.
Server not found	Check the server address under Advanced.
No answer or provider problem	The app keeps trying. If it lasts, check whether your provider has an outage.
Other device	Another device uses this account. See one device per number.
No internet	As soon as you are online again, you can be reached again.

No sound or poor sound

• Allow the microphone for the app (in your phone's settings).
• If you cannot hear the other person or they cannot hear you, try Wi-Fi off and mobile data on, or the other way round. Some networks block internet calls.
• Under Sound quality you set the order of the codecs. When in doubt, keep the default.
• If you use TLS with your provider, also switch on SRTP when your provider asks for it.

Recording

• During a call, tap Record. A red dot and the time stay on screen while it runs. On hold the recording pauses.
• You find the recording in Recents with that call. On iPhones that support it, the transcript and a short summary are there too, made on your phone.
• Recordings stay on your phone, outside iCloud and your backup, and are removed after 90 days. On iPhone you can also choose 30 days, a year or until you delete them.
• In the Netherlands, Belgium and the United Kingdom you may record your own call. In some countries, Germany for example, the other person must agree first. Sharing a recording without consent can be a crime.

Transfer and three-way calls

During a call, tap Transfer. Choose Transfer now, or Talk first, then transfer to speak to the other person yourself first. With Add call you call someone else, and with Merge you talk with three. Your provider has to support transfer; if it does not, the app says so.

Protection and blocking

• A number from abroad, a premium rate number or a hidden number is labelled straight away in the call and in Recents.
• Call back a costly or suspicious number and the app asks first. That stops the ring-once-and-wait-for-a-callback trick.
• Block a number in Recents. A blocked caller does not make your phone ring; you manage the list in Settings. Refusing hidden numbers is a setting per account.

Calling from abroad

Reachable works wherever you have internet: you call and get called on your own number, at your own provider's rates. In Thailand, mobile operators put +697 or +698 in front of calls from abroad that come in over their network. Calls in Reachable come over the internet and do not carry that prefix.

Emergency numbers

Always call emergency numbers with the regular Phone app. Calls over the internet can drop, and an emergency centre may not see where you are. If you type 112, 999 or another emergency number in Reachable, the app hands it to the Phone app straight away.

Deleting your data

Go to Settings, tap your account and choose Remove account. The app erases it from your phone and from our server. How exactly is explained in the privacy policy.

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