Recent Searches

No recent searches

    Popular Articles

      Articles

      View all

        Topics

        View all

          Tickets

          View all
            no results

            Sorry! nothing found for

            Fix Call Disconnections in HighLevel Mobile App

            Modified on: Wed, 2 Sep, 2026 at 10:31 AM

            Mobile App Support

            Fix Call Disconnections in HighLevel Mobile App

            Resolve call disconnection issues by configuring the correct permissions for background app refresh and microphone access on your mobile device.
            What You'll Learn

            If your calls disconnect immediately when using the HighLevel mobile app, the issue typically stems from disabled background app refresh or missing microphone permissions. This prevents the app from maintaining active call sessions.

            This guide walks you through enabling the required permissions on both iOS and Android devices to ensure uninterrupted calling functionality.

            1

            Why Calls Disconnect in the Mobile App

            When calls disconnect immediately upon answering in the HighLevel mobile app, the root cause is typically one or both of the following permission issues:

            Background App Refresh Disabled — The app cannot maintain active sessions when running in the background, causing calls to drop when the screen locks or you switch apps.
            Microphone Access Denied — Without microphone permissions, the app cannot capture audio input, which terminates the call connection immediately.

            Both permissions must be enabled to ensure stable call functionality. Follow the platform-specific instructions below to configure your device correctly.

            2

            How to Enable Background App Refresh on iOS

            Background App Refresh allows the HighLevel app to maintain call connections even when the app is not actively displayed on your screen. Follow these steps to enable it on your iPhone or iPad:

            Step 1
            Open iOS Settings

            Launch the Settings app from your home screen.

            Step 2
            Navigate to General Settings

            Scroll down and tap General.

            Step 3
            Access Background App Refresh

            Tap Background App Refresh from the General menu.

            Step 4
            Enable Global Background Refresh

            At the top of the screen, ensure Background App Refresh is set to either Wi-Fi or Wi-Fi & Cellular Data (not Off).

            Step 5
            Enable for HighLevel App

            Scroll through the list of apps and locate HighLevel. Toggle the switch to enable Background App Refresh for the HighLevel app.

            Configuration Complete

            Background App Refresh is now enabled for HighLevel. Your calls will remain connected even when the app is in the background.

            3

            How to Enable Microphone Permissions on iOS

            Microphone access is required for the HighLevel app to capture audio during calls. Follow these steps to grant microphone permissions:

            Step 1
            Open iOS Settings

            Launch the Settings app from your home screen.

            Step 2
            Locate the HighLevel App

            Scroll down through your installed apps and tap HighLevel.

            Step 3
            Enable Microphone Access

            Find the Microphone option and toggle it to On (the switch will turn green).

            Permission Granted

            Microphone access is now enabled for HighLevel. You can make and receive calls with audio capture working correctly.

            4

            How to Enable Background App Refresh on Android

            On Android devices, background app refresh functionality is managed through battery optimization settings. Follow these steps to ensure HighLevel can maintain call connections:

            Step 1
            Open Android Settings

            Launch the Settings app from your app drawer or home screen.

            Step 2
            Navigate to Apps

            Tap Apps (or Apps & notifications depending on your Android version).

            Step 3
            Select HighLevel App

            Scroll through your app list and tap HighLevel.

            Step 4
            Access Battery Settings

            Tap Battery or Battery usage from the app info screen.

            Step 5
            Disable Battery Optimization

            Select Unrestricted or Don't optimize to prevent Android from limiting HighLevel's background activity. This ensures the app can maintain call connections when running in the background.

            Note

            Menu names and paths may vary depending on your Android device manufacturer and OS version. Look for options labeled "Battery optimization," "Background restrictions," or "Power saving exclusions."

            Configuration Complete

            Background activity is now unrestricted for HighLevel. The app can maintain call sessions even when the screen is off or other apps are in use.

            5

            How to Enable Microphone Permissions on Android

            Granting microphone permissions allows the HighLevel app to capture audio during calls. Follow these steps to enable microphone access on Android:

            Step 1
            Open Android Settings

            Launch the Settings app from your app drawer or home screen.

            Step 2
            Navigate to Apps

            Tap Apps (or Apps & notifications depending on your Android version).

            Step 3
            Select HighLevel App

            Scroll through your app list and tap HighLevel.

            Step 4
            Access Permissions

            Tap Permissions from the app info screen.

            Step 5
            Enable Microphone Access

            Tap Microphone and select Allow or Allow only while using the app.

            Permission Granted

            Microphone access is now enabled for HighLevel. You can make and receive calls with audio capture working correctly.

            6

            Frequently Asked Questions

            Q: Why do my calls work fine on the desktop app but disconnect on mobile?
            Desktop browsers typically grant persistent permissions and don't apply battery-saving restrictions. Mobile operating systems (iOS and Android) require explicit permissions for background activity and microphone access to protect user privacy and battery life. Follow the steps in this guide to configure your mobile device correctly.
            Q: Will enabling background app refresh drain my battery faster?
            Background app refresh uses minimal battery power when the app is not actively performing tasks. HighLevel only maintains background activity during active calls or when checking for notifications. The impact on battery life is negligible compared to the benefit of uninterrupted call functionality.
            Q: I've enabled all permissions but calls still disconnect. What should I do?
            First, verify that both background app refresh and microphone permissions are enabled by revisiting the Settings menu. If the issue persists, try restarting your device and testing a call again. Some Android devices have additional manufacturer-specific battery management settings that may need adjustment. Contact HighLevel support if the problem continues after trying these steps.
            Q: Do I need to grant these permissions every time I update the HighLevel app?
            No. Once you grant these permissions, they persist across app updates. However, major iOS or Android OS updates may occasionally reset some permission settings, so it's worth checking your permissions again if you experience call disconnections after an operating system upgrade.
            Q: Can I receive calls while using other apps on my phone?
            Yes. With background app refresh enabled, HighLevel can maintain call sessions even when you switch to other apps, check emails, or browse the web. The call audio will continue uninterrupted as long as both permissions (background refresh and microphone) remain enabled.
            Q: Are these permission requirements the same for tablets?
            Yes. iPads use the same iOS permission system as iPhones, and Android tablets use the same Android permission system as phones. Follow the appropriate iOS or Android instructions in this guide based on your tablet's operating system.
            Q: What happens if I disable these permissions after enabling them?
            If you disable background app refresh or microphone permissions, calls will begin disconnecting immediately upon answering, just as they did before you enabled the permissions. You'll need to re-enable these permissions following the steps in this guide to restore call functionality.
            Q: Does HighLevel access my microphone when I'm not on a call?
            No. HighLevel only activates microphone access during active calls. iOS and Android display visual indicators (such as an orange dot on iOS or a microphone icon on Android) whenever an app is actively using the microphone, providing transparency about microphone usage.


            Was this article helpful?

            That’s Great!

            Thank you for your feedback

            Sorry! We couldn't be helpful

            Thank you for your feedback

            Let us know how can we improve this article!

            Select at least one of the reasons
            CAPTCHA verification is required.

            Feedback sent

            We appreciate your effort and will try to fix the article

            Preview
            0 of 0