Communicator phone app not working, or signing in after a phone change

Use this guide when: the Communicator/Communicator GO work phone app shows an error, does not place calls, rejects sign-in, or needs setup after replacing your phone.

1. Record the error and check the connection

1. Take a screenshot of the error, keeping passwords and private message content out of it.
2. Check that your phone has its normal approved internet connection. If several phones and the site internet are down, report a site outage instead of resetting only your app.
3. Note whether the problem affects sign-in, incoming calls, outgoing calls, or all of them.

2. Restart the app before changing settings

1. Close the app completely using your phone’s normal app-switcher controls, then reopen it.
2. If it still fails, restart the phone once and test again.
3. If IT or the phone provider tells you they refreshed your account, close and reopen the app again. If instructed to sign out and back in, do so only when you have your correct phone-app credentials.

In a previous People Incorporated case, the provider refreshed the account and advised reopening the app, signing in again, or rebooting the phone. Those checks cannot themselves reset a forgotten password.

3. New phone or rejected credentials?

Request help from IT rather than repeatedly guessing a password or copying another person’s app settings. Do not assume the phone app automatically uses Microsoft SSO. IT may need to request a provider-side reset or send your approved setup instructions.

4. Include the extension and phone details

• Your name and work email.
• Your work extension or work phone number.
• App name and whether this is a new/replacement phone.
• Phone model and whether it is an iPhone or Android device.
• Exact error and which kinds of calls fail.
• Whether reopening/restarting helped and whether other staff are affected.

Check the result

With a colleague who agrees to help, make one test call and receive one call back. Report which direction still fails. Do not use an emergency number as a test call.

Still need help?

Submit an IT support ticket and include the extension, phone/app details, error, test-call result, and steps tried; never include a password or PIN. If a previous ticket is resolved or closed, start a new ticket and mention its number.