Set up the IllyVoIP mobile and Windows apps

Start with the official app

Use the IllyVoIP apps page to open the official download for iPhone/iPad, Android or Windows. Check the store listing for your device’s current operating-system requirements. Install updates through the same store. The Windows app and mobile apps do not necessarily offer identical menus or account-management features.

This guide covers the IllyVoIP apps, not a third-party SIP client. For calls in a browser, use the separate webphone guide.

1. Sign in to the right account

1. Open IllyVoIP and sign in with the email address or phone number associated with your account, using the login method offered on screen. These are your account credentials, not a SIP line’s password.
2. Complete any login verification requested. If account verification or a service agreement is still required, finish that step before trying to call. Do not share verification codes with anyone.
3. Check the displayed account and balance. A team member should use their own assigned account rather than the owner’s password. Available services depend on their permissions.

Downloading the app does not include free calls. Before a test, check the destination’s rate, your balance and the selected routing package. You can manage these in the account portal. If you cannot sign in, use the offered recovery option rather than creating a second account by mistake.

2. Allow the permissions you need

Microphone access is needed to send your voice. Notification permission controls alerts; it is not the same as microphone access. If you previously denied a permission, review IllyVoIP’s permissions in your device settings. You do not need to grant access to your contacts merely to type a number into the keypad.

iPhone and iPad

Allow microphone access when prompted and review notification permissions for IllyVoIP. Check your device’s volume and Focus settings if you miss call alerts. Open the app after installing or updating, sign in, and test incoming calls in the actual locked-screen and background conditions you intend to use. Do not assume one successful foreground call proves every background case.

Android

Allow microphone and notification permissions. If your device offers full-screen incoming-call access for IllyVoIP, review that setting so incoming calls can be presented appropriately. If you use a Bluetooth headset, allow the relevant nearby-device/Bluetooth permission when requested. Menu names vary by Android version and manufacturer.

If calls arrive only while the app is open, check whether Android has restricted the app’s background activity or battery usage. Change only the relevant IllyVoIP setting, reopen the app and test again. Do not disable your device’s security protections.

Windows

Connect your headset before calling. In Windows sound settings, select the intended input and output devices and check their volume. Review microphone privacy access for the app if your voice is not heard. Keep the computer awake and the app running for your incoming-call test; a sleeping or disconnected computer is not a reliable receiving endpoint.

3. Check audio before a real conversation

Open the app’s calling screen and review any available audio/settings controls. Where an audio test is offered, use it before placing a call. Otherwise make a short, agreed test call to someone who can confirm what they hear; normal call charges apply. Keep microphone input, speaker output and the physical headset mute switch in mind.

• You cannot hear the other person: check the active speaker/headset, call volume and Bluetooth connection.
• They cannot hear you: check microphone permission, the selected input and both app and headset mute controls.
• Audio works only one way or breaks up: repeat a short test on another suitable network. Report whether the problem happens on Wi-Fi, mobile data, VPN or all of them.

4. Make your first outgoing call

1. Open the keypad and enter the complete international destination, including its country code. Check it carefully before calling.
2. If an outgoing line or Caller ID selector is available, choose an identity you are authorized to use. A purchased number, verified external number and custom Caller ID have different eligibility rules. A custom Caller ID requires the applicable account and package permissions.
3. Review any displayed rate and confirm your available balance. Press the call button, confirm two-way audio with the other person, then end the call.
4. Open call history to check the outcome. If the call failed, retain its displayed Call ID and error message for troubleshooting.

A Caller ID controls the presented calling identity; it does not change where incoming calls go. Selecting a number for outgoing calls is not enough to make that number ring in this app.

5. Set up and test incoming calls

In the portal, open your phone number and check that it is active. Review its saved incoming destination. A direct route must point to the intended SIP identity; a queue or other workflow must eventually reach the correct user. Follow the phone-number routing guide if you need to change that destination.

1. Keep the intended app signed in and ready to receive calls.
2. Ask someone to call your number. Answer and verify audio in both directions.
3. Repeat with the mobile screen locked or the app in the background. On Windows, also test your normal headset and desktop setup.
4. If the call does not ring, check the number’s route separately from device notifications. Do not repeatedly reinstall the app before checking the destination.

If something still does not work

Update through the official store, confirm the right account is signed in and check service status. For an unavailable calling screen, review outstanding account verification, your permissions and any message shown in the app. Use the portal for management tasks that are not offered by your installed app.

Contact Support with your device model, operating-system and app versions, the time and timezone, whether the app was foreground/background/locked, the network used, the error text and a Call ID if one exists. Explain whether the problem concerns sign-in, ringing, call setup or audio. Never include passwords, verification codes or SIP credentials in screenshots. See how to contact Support.