Basic Troubleshooting Steps

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. Sideline '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 your mobile phone number (you used when signing up for Sideline)
3. Tap 'Continue'
4. Enter your password
5. Tap 'Login'

Android OS 4.0 or above is required for Sideline 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

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

• Contacts: to sync your contacts with Sideline, 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. Sideline 'Settings'
2. Tap 'Get Help'
3. Tap 'Manage Permissions' (this will bring you to your device settings)
4. Tap 'Permissions' 
5. Ensure that Sideline has access to:
   1. Contacts
   2. Microphone
   3. Phone
   4. Storage
6. Swipe 'right' to enable the permissions seen above (a green bar states that the permission is enabled)

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

To clear cache on your Android device: 

1. Device Settings (General)
   1. (Either through your notification shade (drop-down) or through the Settings app in your app drawer)
2. Tap 'Storage' (Internal Storage)
3. Scroll down to 'Other apps'
4. Scroll to 'Sideline'
5. Tap 'Clear Cache'

Important: We no longer support or offer Sideline on Android OS version 4.0 or below, therefore, you should NOT delete or reinstall the app. Sideline will no longer be available in the app store for OS versions 4.0 or below.  

Sometimes, performing what we call a "clean reinstall" to your application will fix any issues that you are having with Sideline. 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 Sideline.

Perform a clean reinstall

Steps to take:

1. Delete the Sideline 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 mobile device number (you registered with) and password

Perform a test call

1. Have someone call your Sideline number 
2. If you receive the incoming call (your phone rings) then you have fixed the incoming calling issue

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. Sideline 'Settings'
2. Tap 'Account Info'
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 the 'Have an account? Log In' 
2. Enter your Sideline number or device phone number (you used when signing up for Sideline)
3. Enter your device phone number (2nd time)
4. Enter your password
5. Tap 'Login'
6. You will be prompted to verify your account by typing in your registered device number again
7. Tap 'Next'

iOS 9.0 or above is required for Sideline 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'
   • 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.

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

• Contacts: to sync your contacts with Sideline, and also allow your caller ID to display properly
• Photos: if sending picture/video messages through Sideline
• 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. Sideline 'Settings'
2. Tap 'Get Help'
3. Tap 'Manage Permissions' (this will bring you to your device settings)
4. Ensure that Sideline has access to:
   1. Contacts
   2. Photos
   3. Microphone
5. Swipe 'right' to enable the permissions seen above (a green bar states that the permission is enabled)

Sometimes, performing what we call a "clean reinstall" to your application will fix any issues that you are having with Sideline. 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 Sideline.

1: Perform a clean reinstall

Important: If you are on iOS version 10 or below, we advise against uninstalling Sideline as the app might not be available for reinstall in iTunes due to the end of support for iOS 10 and below. 

To perform a clean reinstall:

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

2: Perform a test call

1. Have someone call your Sideline number 
2. If you receive the incoming call (your phone rings) then you have fixed the incoming calling issue