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Calling issues

Quick first checks: 

  • Ensure you include the plus sign (+) and country code when dialing (+1 for the United States). 
  • Confirm that Do Not Disturb (DND) or any "Focus" modes are turned off, as these silence incoming calls.
  • Under Phone/Call settings, ensure call barring/blocking is off. 
  • Open the Pronto Mobile app > select Switch > review the signal quality graph to ensure you have a decent signal. 
  • If you are using your phone’s native dialer, try making the call using the Pronto Mobile app. 
    • If your call works without issue, jump ahead to native phone dialer set up. 
  • Reset your connection by turning airplane mode on and waiting 30 seconds before turning it off. 
  • Restart your phone to resolve most temporary issues.   
  • Log in to my.prontomobile.com and ensure your Pronto service is active. 

Still having issues? 

  • Ensure your Pronto eSIM profile is listed on your phone and enabled and selected as your Primary eSIM (Android) or selected for Data (iOS).  
  • Ensure the Pronto Mobile app has all necessary permissions (Phone, Contacts) enabled: 
    • iOS: Go to Settings > Pronto Mobile > Permissions 
    • Android: Go to Settings > Apps > Pronto Mobile > Permissions
  • Ensure notifications are enabled for Pronto Mobile app: 
    • iOS: Go to Settings > Notifications > Notification Style > Pronto Mobile. Ensure notifications are on.
    • Android: Go to Settings > Notifications > App notifications > Pronto Mobile. Ensure notifications are on. 
  • Disable battery saver or optimization feature for Pronto Mobile. These modes often restrict background data, preventing calls from coming through when the app is not actively open. 
    • iOS: Go to Settings > General > Background App Refresh > Enable it for Pronto Mobile. 
    • Android: Go to Settings > Batter/Power Saving > Battery Optimization > Exclude Pronto Mobile. 
  • Check all required settings, including APN, data roaming, and automatic switching requirements. You can find these detailed by phone type here. 

Having issues calling while using your phone's native dialer?

  • If you can make calls using the Pronto Mobile app but not from your phone's native dialer, ensure you have completed the set up steps here. 

If it still doesn’t work, please contact us—we’re here to help.

To help us better hone in on the problem and get you back up and calling faster, try these scenarios and share your experience when you reach out by email or phone: 

  • Can you text? Can you browser the Internet (Determine if it is purely a calling issue)
  • Can you call a different number? (Determine if the number is blocked)
  • Can you receive calls? (Determine if it's an outgoing call issue only)