During the app setup, I receive a notification saying that a ticket has been sent to the support team
The recent applicable law requires you to complete your user profile to use the app
A support ticket is automatically generated by mTalk and our support team will reply by email soon, explaining the corrective actions you need to take
During the app setup, if I complete my access with Google or Facebook, the app tells me my email address could not be validated
Contact the support team via the Help function, you can find it in the Access screen or the pop-up message
Calls
The app doesn’t ring
Check the reachability button of your Messagenet number (Settings tab)
Check your internet connection and make sure your device is not set on “Do not disturb” mode
Check if you have activated call forwarding to another phone number (you can do this in-app from the Settings tab)
Check your device's date / time are correct
The device may apply restrictions on receiving app notifications if it is not running or in foreground:
in this case, you should check the power saving settings of the device, removing any limitations; we recommend you this guide https://dontkillmyapp.com/
for Samsung devices, in particular, refer to Settings / Device and battery assistance / Battery section
"Power safe mode" => select OFF
"Background limits" => Activate suspension for unused app => select OFF
"Other battery settings" => Adaptive battery => select OFF
Contact the support team from the Account tab
Impossible to make or receive calls ["IPv6 only"]
Currently, our phone network does not support this type of connectivity
The app is notifying you that it is impossible to make or receive calls using this network connection
Use a different connection
Call error [503]
For outgoing calls, the app uses Messagenet name servers
Some providers may limit the use of ‘third parties’ name servers
To solve this problem, enable “Use device name server” in the Advanced settings of the app
I can’t see the incoming call screen, but I hear ringing
Some devices don’t handle ‘heads-up’ notifications correctly
To solve this problem, enable “Full-screen notification” in the Advanced settings of the app
Features
I don’t see the notification for “Service available” and “Service unavailable” anymore
The new version of the app does not need to be active to receive calls; it now works via push notifications
So, if the reachability button in the Settings tab is ON, the app is always online when there is connectivity. For this reason, the service status notification is no longer needed
It is a big energy-saving upgrade
I have multiple Messagenet numbers, and I would like to use them all from the app
The new version of the app can receive from multiple Messagenet numbers simultaneously and allows you to select (by default or each time) which number to use for outgoing calls
All the numbers have to be under the same account
If you have multiple Messagenet numbers under different accounts and you want to use them with the app, you can contact the support team by writing to support@messagenet.it or directly from the app (Account tab)
What are the SMART functions, and why can’t I use some of the app functions?
The following app functions (Settings tab) are available only if you own at least one SMART number:
Control of your availability
Control of your voicemail and call forwarding
Label and ringtone personalisation of your Messagenet number
Unwanted calls block
For more information, please contact us by writing to support@messagenet.it or directly from the app (Account tab)
I only own a FREE number, so I don’t have access to SMART functions. How can I deactivate receiving calls from the app?
The reachability button “Receive on this device” is fully operational only if you own at least one SMART number; however, the option OFF => ON is always available
If you only own a FREE number and you wish not to be available, you can try one of the following options:
Use the “Disconnect” in-app function in the Account tab
To have full in-app control, you need to convert your FREE number into a SMART number; you can do it directly from the app or from the customer area
For more information, please contact us by writing to support@messagenet.it or directly from the app (Account tab)
The list of FREE contacts is no longer available
Calls between Messagenet users were and still are free
In the new version of the app, the way Messagenet users are identified has changed:
In the previous version of the app, FREE users were identified via their registration profile that you also had in your contact list (mobile, email, URI); all this information needed to be uploaded on our systems to cross-check the data
In the current version of the app, FREE users are identified only by the Messagenet landline number you have saved in your contact list; now, we don’t need to upload the information linked to your contacts on our systems
What has not changed: calls toward Messagenet VoIP numbers (landline or URI, either dialled manually or selected via your contact list) are still free
If you know the landline number of a Messagenet user, save it as a contact on your phone and the app will identify it as a FREE contact in the mTalk tab
I can no longer send messages
The messaging functions, FREE and SMS, are no longer available with the new version of mTalk
