HELP FILE

How do I improve call quality on the mobile app?

Follow the steps below to troubleshoot call quality issues on the mobile app.

  1. Narrow down the scope:
    Data Type Steps
    On Wi-Fi
    • Open the desktop app from a computer using the same Wi-Fi network.
      • If the issue persists, check your firewall settings to make sure that they are not restricting traffic.
    • Try connecting to a different Wi-Fi network with your mobile app
      • If the issue persists, it's likely an issue with your actual phone.
    On Data Check with your cell phone carrier for any known issues.

    Test a call to see if your issue is resolved.

  2. Switch from mobile data to Wi-Fi or vice versa. Always use the medium that will be the most stable. For example, Wi-Fi tends to be a better choice when in a basement.

    Test a call to see if your issue is resolved.

  3. Disconnect/turn off any Bluetooth devices and use the built-in microphone.

    Test a call to see if your issue is resolved.

  4. Check for updates to the app.
    Operating Systems Steps
    iOS
    1. Open the App Store.
    2. Tap Today at the bottom of the screen and then tap on your profile icon in the top right corner.
    3. Scroll down to look for GoTo from the apps pending updates.
    4. Tap Update.
    Android
    1. Open the Google Play Store.
    2. Tap the three-bar icon in the top left corner and then tap My apps & games.
    3. Under Updates, scroll down to look for GoTo from the apps pending updates.
    4. Tap Update.

    Test a call to see if your issue is resolved.

What to do next: If you’re still experiencing audio issues, please contact Customer Support with the following information. Be as specific as possible.
  • How often the issue occurs
  • Type of network connection (Wi-Fi, data, or both)
  • Type of call quality issue (one-way audio, static, choppy, etc.)
  • Any known data issues with your cell phone carrier
  • Your region/country
  • A call example with date, time, number called to, and number called from