Basic Troubleshooting Steps

Please note: This article is for help with troubleshooting for Android or iOS users within the Index app.

If you need further assistance for your device (not related to Index), please visit Android Support or Apple Support.

If you’re experiencing a problem with the app, below are some basic troubleshooting steps that have resolved other customers' issues.

But first, please visit the Service Status Page first to see if there are any current service disruptions that impact calling, texting, and app store purchases.

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• Android
• iOS

--Tab 1 Start--

Accordion Section 1 Name: Log out and back into your account

Sometimes, simply logging out and back into your account can fix an issue you are experiencing. See the steps below for instructions.

Step 1: Log out

1. Index Settings.
2. Tap Account Info.
3. Tap Log out at the bottom-right of the screen. 
   1. Important: Make sure you remember your password prior to logging out
4. Confirm this action by tapping 'Log Out' once more

Step 2: Log in

1. Tap Log In at the top-right of the screen.
2. Enter the mobile phone number that you used when signing up for Index.
3. Tap Continue.
4. Enter your password.
5. Tap Login.

Accordion Section 2 Name: Check your phone's OS Version

Android OS 8 or above is required for Index to function properly. Please view the information below to ensure you are running on the most current OS version for your Android device. 

Step 1: Check your current OS version 

1. Open your device's Settings.
2. Tap General.
3. Scroll to 'About phone.
4. Tap Software info.
   • Your Android version will be displayed in the field.
5. Tap Update center.
6. Tap Software Update.
7. Tap Check now for update to ensure that you are on the latest OS.
   • If there is an update that you can install, you can do so from within the same screen.

Step 2: Update your OS version (if applicable)

1. If in step #7 (seen above) you find that you need to update your OS, you can do so from the 'Software Update' field

Accordion Section 3 Name: Manage your Permissions

Here are the permissions that are required in order for Index to function properly on your Android device:

• Contacts: to sync your contacts with Index, and also allow your caller ID to display properly
• Microphone: for phone calls, custom voicemail greetings, and recording videos
• Phone: to make and receive phone calls
• Storage: to save pictures, videos, or ringtones on your device

Please ensure the necessary permissions are allowed/enabled if the problem experienced is related to contacts, photos, or microphone (audio)

To check and manage permissions

1. Index Settings.
2. Tap Support.
3. Tap Manage Permissions. (This will bring you to your device settings.)
4. Tap Permissions.
5. Ensure that Index has access to:
   1. Contacts
   2. Microphone
   3. Phone
   4. Storage
6. Swipe right to enable the permissions seen above. 

Accordion Section 4 Name: Clear Cache

Clearing cache is a good step to take for routine maintenance & improving the functionality of your Index app. 

For detailed instructions for Web and mobile, please visit: How to clear cache & cookies

Accordion Section 5 Name: Clean Reinstall

Important: We no longer support or offer Index on Android OS version 6 or below, therefore, you should NOT delete or reinstall the app. Index will no longer be available in the app store for OS versions 6.0 or below.  

Sometimes, performing what we call a "clean reinstall" to your application will fix any issues that you are having with Index. A clean reinstall is a great way to clear out any bad data in the app and ensure you are running the latest version of Index.

Perform a clean reinstall

1. Delete the Index app.
2. Restart your device (most important step).
3. Reinstall the app from the Google Play Store.
4. Log in to the app with your registered mobile number and password.

Perform a test call

1. Have someone call your Index number. 
2. If you receive an incoming call then you have fixed the incoming calling issue.

--Accordion End--

--Tab 1 End--

If the steps above do not resolve the issue, please contact support and we would be happy to further assist you. 

--Tab 2 Start--

Accordion Section 1 Name: Log out and back into your account

Sometimes, simply logging out and back into your account can fix an issue you are experiencing. See the steps below for instructions.

Step 1: Log out

1. Index Settings.
2. Tap Account.
3. Tap Log out at the bottom of the screen. 
   1. Important: Make sure you remember your password prior to logging out.
4. Confirm this action by tapping Log Out.

Step 2: Log in

1. Tap Log In.
2. Enter the mobile number that is registered to your account.
3. Enter your password.
4. Tap Log In.

Accordion Section 2 Name: Check your phone's OS Version

iOS 15.0 or above is required for Index to function properly. Please view the information below to ensure you are running on the most current iOS version. 

Step 1: Check your current iOS version 

1. iPhone Settings.
2. Tap General.
3. Tap Software Update.
   • If you are on the latest iOS, you will see the version number displayed on the screen with "Your software is up to date."
   • If you are not on the latest iOS version, please proceed to step 2 below.

Step 2: Update your iOS version (if applicable)

1. Follow the steps seen in step 1 (Settings > General > Software Update)
2. You will see the latest iOS version displayed on the screen with a list of updates included in this version
3. Tap Download and Install.
4. You will now be on the latest iOS version.

Tip: With iOS 12 or later, or iPadOS, you can have your device update automatically. 

To turn on automatic updates: Follow the steps above then Tap Automatic Updates. Your device will automatically update to the latest version of iOS or iPadOS.

Accordion Section 3 Name: Manage your Permissions

Here are the permissions that are required in order for Index to function properly on your iPhone:

• Contacts: to sync your contacts with Index, and also allow your caller ID to display properly.
• Photos: if sending picture/video messages through Index.
• Microphone: for phone calls, custom voicemail greetings, and recording videos.

Please ensure the necessary permissions are allowed/enabled if the problem experienced is related to contacts, photos, or microphone (audio)

To check and manage permissions

1. Index Settings.
2. Tap Support.
3. Tap Manage Permissions. (This will bring you to your device settings.)
4. Ensure that Index has access to:
   1. Contacts
   2. Photos
   3. Microphone
5. Swipe right to enable the permissions seen above.

Accordion Section 4 Name: Clean Reinstall

Sometimes, performing what we call a "clean reinstall" to your application will fix any issues that you are having with Index. The clean reinstall is a great way to clear out any bad data in the app and ensure you are running the latest version of Index.

1: Perform a clean reinstall

Note: Index does not support iOS versions below 15. In order to use the app, you must have iOS 15+ on your device. 

To perform a clean reinstall:

1. Delete the Index app.
2. Restart your device (most important step).
3. Reinstall the app from the iTunes store.
4. Log in to the app with your mobile number and password.

2: Perform a test call

1. Have someone call your Index number. 
2. If you receive the incoming call, then you have fixed the incoming calling issue.

--Accordion End--

--Tab 2 End--

If the steps above do not resolve the issue, please contact support and we would be happy to further assist you.