We aim to reply within one business day. Include your device and operating system version, your VoIP provider, and what you were doing when the problem happened — it saves a round trip.
Before you write in
Most trouble with a softphone comes down to one of a handful of things. These are worth a quick check.
The app won't register with my provider
- Confirm the SIP domain, username, password, and port exactly match what your provider gave you. A trailing space in a pasted password is a common culprit.
- Check whether your provider requires a separate authentication username distinct from your extension.
- If you're on a corporate or guest network, a firewall may be blocking SIP or RTP traffic. Try a different network to isolate it.
Calls connect but I can't hear anything
- One-way or no audio is almost always a network path problem for RTP media rather than an app problem. Check whether your firewall or router is doing SIP ALG, and turn it off if so.
- Verify the correct microphone and speaker are selected in the app's audio settings.
- Confirm the app has microphone permission in your device or system settings.
The app doesn't ring when it's in the background
- Confirm notification permission is granted for unTether in your device settings.
- Check that battery optimization or low-power mode isn't suspending the app.
- Make sure a Do Not Disturb or focus mode isn't silencing it.
Audio is choppy or breaking up
- Call quality depends on your internet connection. Test on a different network to see whether the problem follows you.
- Wi-Fi congestion and weak signal cause more call quality problems than bandwidth limits do.
Emergency calls
unTether does not provide emergency calling. Do not rely on the application to reach 911 or any other emergency number. Always keep a mobile phone or traditional phone line available for emergencies. See our Terms of Service for details.
Billing and phone service
unTether is a softphone application. Your phone numbers, call minutes, and monthly charges come from your VoIP provider, not from us. For questions about your bill, your numbers, or your calling plan, contact your provider directly.
Privacy and your data
Our Privacy Policy explains what the application handles and why. If you want to request access to or deletion of information we hold about you, email information@getuntether.com.
Reporting a security issue
If you believe you've found a security vulnerability, please email information@getuntether.com with the details rather than disclosing it publicly. We'll acknowledge your report and keep you posted on the fix.
Company
Untether Communication, LLC
information@getuntether.com
tryuntether.com