Troubleshooting Dial Pad Issues

Are you having trouble with the TextFree dial pad from within a call? If so, please view the information below to further troubleshoot your issue.

Issue Symptoms

When calling phone numbers that require you to use the dial pad from within the call, the numbers you press aren't being recognized or are unresponsive.

Conditions

• You are making an outgoing call using the TextFree app
• You are calling a number with an automated message (e.g. "Press 1 for sales")

Cause & Resolution

This can occur If the recipient's carrier is not registering your presses. Some numbers with automated messages use a service called DTMF (Dual-tone multi-frequency signaling). Each number that you press has a slightly different audio tone, so the DTMF service can recognize which number you select and direct your call to the right place.

We are working to address this issue with backend improvements, but a definitive fix isn't available yet. For now, please follow the troubleshooting steps below for the device you are using.

--Tab Names--

• iPhone
• Android

--Tab 1 Start--

To troubleshoot issues with the dial pad, we recommend reinstalling the app from the App Store. This can reset the server connection and potentially help with the dial pad issue.

Please see Reinstalling TextFree for further information and a step by step guide.

If the dial pad issue persists after a clean reinstall, we unfortunately don't have another workaround to suggest at this time.

--Tab 1 End--

--Tab 2 Start--

Below are a couple of options where you can enable/disable the dial pad sounds in Settings, which may help to resolve the issue:

 From your dial pad (outside of TextFree)

1. Access your device's dial pad
2. Choose "Settings" from within the dial pad
3. You should see something similar to "dialer tones" or "ringtones and keypad tones"
4. Make sure the keypad tone is turned on

From your device Settings (outside of TextFree)

1. Device 'Settings'
2. Tap 'Sound & Display'
3. Tap 'Audible Touch Tones'

Depending on the type of Android device you have, the Settings may be worded differently, but the same steps should apply. 

If the steps above do not resolve the problem, then you can try reinstalling the app. Please visit Reinstalling TextFree for further information and a step by step guide.

If the dial pad issue persists after a clean reinstall, we unfortunately don't have another workaround to suggest at this time.

--Tab 2 End--

Questions? Submit a request.