Troubleshooting

Common issues, in roughly the order they crop up.

”Invalid mobile number” or “Invalid M-PIN”

Your number or PIN doesn’t match what’s on the server.

Check with your admin that the number is exactly as set on the user record (no +91 prefix on the mobile app).
Ask the admin to reset your mPIN via Settings → Users.

App opens to “User does not have web access”

This means your role is web-only or has been misconfigured. Calliyo requires the role’s isAgentActivated flag for mobile sign-in. Ask your admin to enable it under Settings → Roles.

Tasks tab is empty

Either:

You don’t have any leads assigned (ask admin / wait for auto-top-up).
You opened the app before your team’s daily auto-assignment job ran.
A network blip — pull to refresh.

Call Feedback screen didn’t open after a call

Cause	Fix
Calliyo was in the background	Re-open the app; tap the lead row to log manually.
Phone-state permission denied	Android Settings → Apps → Calliyo → Permissions → Phone → Allow.
Background restrictions on (Xiaomi/Oppo)	Settings → Apps → Calliyo → Battery → No restrictions; also enable Autostart.
You called from outside Calliyo	Calliyo only tracks calls placed from within the app.

Follow-up notifications aren’t firing

Walk through Notifications & auto-checkout.

The single most common cause: battery optimisation is on.

Call recording isn’t picking up files

Cause	Fix
Your dialler doesn’t expose recordings	Stock Pixel / Google Phone can’t do this — it’s an Android restriction. Try the manufacturer’s dialler.
Folder permission revoked	Re-pick the folder in Call Recording Settings.
File written outside the chosen folder	Confirm your dialler’s recording-save path.
File written more than 60s after call end	Edge case on slow phones. Open a support ticket.

Your company’s Calliyo subscription has lapsed. The admin needs to renew on the web app’s Billing page.

Sync Settings spinner never stops

Network blocked or timing out. Test internet connectivity. If you’re on a corporate Wi-Fi, ask IT whether api.calliyo.com (or your company’s custom domain) is allowed.

Crashes / app force-closes

Update to the latest version from the Play Store.
Settings → Apps → Calliyo → Storage → Clear cache. Don’t pick “Clear data” unless support tells you to — that wipes your local “checked in” state and forces re-login.
If it keeps crashing, share your build number (Settings tab) and a description of when it crashes with support.

I can’t find a setting that the docs mention

The Settings tab is “agent-level” — most company-wide settings only exist on the web app. Check whether your case is a web-app setting instead. If your admin disabled a feature (e.g. Customers, Scripts) on the web side, the corresponding tab is hidden on mobile.

Notifications & auto-checkout Overview