Troubleshooting the Cognivox Mobile App

This guide covers some common issues you may encounter when using the Cognivox mobile app.

I Cannot Sign In

Check that:

• Your device has an internet connection.
• You are using the email address associated with your Cognivox account.
• Your password has been entered correctly.
• Your Cognivox account is still active.

Remember that the mobile app is for existing Cognivox accounts and does not create a new account.

If you have forgotten your password, use the password assistance available through the Cognivox website.

Cognivox Says There Is No Internet Connection

Network-dependent Cognivox features require an active internet connection.

Check that your device has access to either:

• Wi-Fi, or
• Mobile data.

Once connectivity has been restored, try the operation again.

I Cannot Make a Telephone Call

Check that:

• You are signed in.
• The correct Cognivox account is active.
• Your device has an internet connection.
• You have entered a valid telephone number.
• Cognivox has permission to use the microphone.

If microphone access has been denied, enable it through your device settings.

Contacts Are Not Available

Cognivox requires Contacts permission before it can allow you to select telephone numbers from your device contacts.

Check the Cognivox permissions in your device settings.

You can still enter telephone numbers manually using the Cognivox keypad or paste a telephone number without using Contacts.

The Microphone Is Not Working

Telephone functionality requires microphone permission.

Open your device settings and confirm that microphone access is enabled for Cognivox.

Then return to Cognivox and try the call again.

I Am Not Receiving Notifications

Check that notifications are enabled for Cognivox in your device settings.

Also confirm that you are signed in to the appropriate Cognivox account.

Notifications are intended to alert you to relevant completed Cognivox activity. You can still open the app and review your conversation history if notifications are disabled.

A Recent Telephone Conversation Is Missing

A completed conversation may require a short period to finish processing.

Open Transcriptions and pull down on the list to refresh it.

If the conversation still does not appear, check that you are using the correct Cognivox account.

A Recent Website Chat Is Missing

Open Chat Bot and pull down on the conversation list to refresh it.

Also check that the currently active account is the account that received the website chat.

The Wrong Account Is Displayed

If you have multiple Cognivox accounts saved:

1. Open System.
2. Look at Active Account.
3. Select the required account from Accounts.

The app will switch to that account and retrieve information associated with it.

My Account Balance Is Unavailable

The account balance is retrieved directly from Cognivox and requires an internet connection.

Check your network connection and try refreshing the Account Balance screen.

Account Balance may also depend on your permissions within the Cognivox account.

I Removed an Account by Mistake

Removing a saved account from the mobile app does not delete the Cognivox company account.

Open System, select Add Account, and sign in again using the existing account credentials.

I Still Need Help

If the problem continues, visit Help & Support from the System section of Cognivox for additional help and support information.