Troubleshooting the Nextiva mobile app

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If you’re experiencing any issues with the Nextiva Mobile App, such as inbound or outbound calls failing or you’re receiving error messages, It’s easy to retrieve the necessary logs to help us troubleshoot. The logs contain valuable information to help Nextiva isolate the issue.

For tips on how to improve the call quality while using the Nextiva Mobile App, click here

Retrieving logs from Nextiva Mobile App

Under Settings, select Preferences > Email Logs to Support. Send the logs to support@nextiva.com, and make sure to include the account number and user details such as the username, phone number and any relevant information, such as what you were doing when the error or issue occurred.

NOTE: Logging must be enabled, if disabled click the Enable logging toggle to enable. 

Call failures

If the issue is regarding inbound or outbound call failures from specific numbers, such as dropped calls or inability to call specific numbers, Nextiva requires at least two call examples in addition to the logs. Make sure to include the following details in the email to support@nextiva.com.

  • Account Number: 
  • First and last name: 
  • Security PIN:
  • Called from:
  • Called to:
  • Date:
  • Time/time zone:
  • Error/issue in detail:
  • Called from:

 

Retrieving logs from Nextiva Mobile App

Tap Menu at the top left > Preferences > Email logs to support.

Send the logs to support@nextiva.com, and make sure to include the account number and user details such as the username and phone number and any relevant information, such as what you were doing when the error or issue occurred.

Call failures

If the issue is regarding inbound or outbound call failures from specific numbers, Nextiva requires at least two call examples in addition to the logs. Make sure to include the following details in the email to support@nextiva.com.

  • Account Number: 
  • First and last name: 
  • Security PIN:
  • Called from:
  • Called to:
  • Date:
  • Time/time zone:
  • Error/issue in detail:
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