Information

This document will assist you in troubleshooting possible issues when logging into the mobile app. 

Credential Troubleshooting

The most common issue with logging into the mobile app is invalid login credentials. 

If your username is incorrect, you'll see this error: Forbidden - Unauthorized 4

This is a very common issue as you may think that an email address is the username. Ensure that the username from the welcome email is used in this field. Usually this follows a syntax of ext@domain e.g. 2001@BobsAutoGroup.

If your password is incorrect you will see this error: Forbidden - Unauthorized! Invalid Credentials provided.

You would need to use the correct password or reset your password (or your username) if you do not remember it. This can be done easily at the phone system portal login screen at https://callrevu.tel/portal

Click on Forgot Password:

Then enter your username and click Send

This will send you a password reset email to set up a new password. 

Lastly, if you try to log in with just a username and no password, it will give this error: 400 Bad Request invalid user

Other Login Issues

There are rare instances where logins will fail and it is not credential related. One example is the device limit. 

If you have multiple devices logged into the app with the same credentials you could run into this issue. If it occurs you will see this error: Device limit exceeded - Please contact support

This issue is a quick fix for our support team, they must log into the mobile app back end tool and review the devices associated to the user account. It could be that old phones or old credentials are stored in the database and not being used as an active device. 

The CallRevu support team would need to remove these unused device registrations so that your current device can log in. 

By default there is a 4 device limit, this can be raised if needed.