If you’re experiencing a problem with your Sideline app, below are some basic troubleshooting steps that have resolved other customers' issues.
But first, please visit the Sideline Service Status Page first to see if there are any current service disruptions that impact calling, texting, and app store purchases.
--Tab 1 Start--
Accordion Section 1 Name: Log out and back into your account
- Sideline Settings
- Account Info
- Log out (please make sure you remember your password prior to logging out)
- Log back into your account with your Sideline number or registered number and password
Accordion Section 2 Name: Check your phone's OS Version
OS 4.0 and above is required for Sideline to function properly.
Accordion Section 3 Name: Manage your Permissions
- 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
Through your device Settings, please ensure the necessary permissions are allowed if the problem experienced is related to contacts, photos, or the microphone.
Accordion Section 4 Name: Clear Cache
Clearing cache on your Sideline app and/or your browser will help clear any bad data and help to improve the functionality of Sideline. Click here to learn more.
Accordion Section 5 Name: Clean Reinstall
Note: 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.
- Delete the app,
- Restart your device (most important step)
- Reinstall the app from your Google Play app store
- Log in with your Sideline number and password
Doing this will clear out any bad data in the app and ensure you are on the latest version.
Please note, this will remove all calling and messaging data older than 72 hours. We recommend first taking screenshots of any messages you would like to save or you can view older message content through Sideline Web.
--Accordion End--
--Tab 1 End--
If the steps above do not resolve the issue, please contact support at support@sideline.com and we would be happy to further assist you.
--Tab 2 Start--
Accordion Section 1 Name: Log out and back into your account
- Sideline Settings
- Account Info
- Log out (please make sure you remember your password prior to logging out)
- Log back into your account with your Sideline number or registered number and password
Accordion Section 2 Name: Check your phone's OS Version
iOS 9.0 and above is required for Sideline to function properly.
Accordion Section 3 Name: Manage your Permissions
- 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
Through your device Settings, please ensure the necessary permissions are allowed if the problem experienced is related to contacts, photos, or the microphone.
Accordion Section 4 Name: Clean Reinstall
- Delete the app,
- Restart your device (most important step)
- Reinstall the app from your Google Play app store
- Log in with your Sideline number and password
Doing this will clear out any bad data in the app and ensure you are on the latest version.
--Accordion End--
--Tab 2 End--
If the steps above do not resolve the issue, please contact support at support@sideline.com and we would be happy to further assist you.
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