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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 on your device are turned off, as these silence incoming calls.
  • Under Phone/Call settings, ensure call barring/blocking is turned off. 
  • Open the Pronto Mobile app > select Insights > review the signal quality graph to ensure you have a usable signal. 
  • To place a call by manually dialing the number you must use the Pronto Mobile app and not the phone’s standard dialer / phone app.
    • If your call works without issue, jump ahead to calling with your phone's standard calling app. 
  • 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 incoming calls from being received when the app is not open on the screen. 
    • 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 default calling app?

  • If you can make calls dial directly from the Pronto Mobile app but not when you click on a contact or recent call from your phoen's default calling app, 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 send a text?
  • Can you browse the Internet 
  • Can you call another phone number? 
  • Can you receive calls?