Dialing numbers with extension doesn't work in the Hubspot Android app.

Marketing & Content Hub Social Tools
,
1

When initiating a call directly from the Android app, it is not possible to call with extension.
Despite the app showing the complete number with the extension before the call is made, the actual call only connects to the standard number without the extension.
It looks like there might be a bug causing this.
Do you have any insights, tips, or potential solutions to address this issue effectively?

2

Hi @Schmollfuß,

Thank you for your inquiry.

Could you please provide screenshots illustrating the step-by-step process you are following? This would allow us to explore potential solutions more effectively.

Best,

Diana

3

Hi Diana,
Thank you for your prompt response.
Here is the process broken down step by step:

Step 1:

Select the contact and tap the call icon (Anruf).

You will notice that the number extension is 57.

400×889 28 KB
Step 1

Step 2:

You will enter a calling submenu where you can still see the number extension 57.

Next, press the call icon in the submenu.

400×889 26.6 KB
Step 2

Step 3:

The call will be initiated, and you will now notice that the number extension has disappeared.

The phone number will now end with ‘2’ instead of the extension (57).

400×889 16.3 KB
Step 3

I hope this explanation clarifies my issue for you.

4

Hi @Schmollfuß.,

Thank you very much for the screenshots, they are incredibly helpful.

In this case, I can see that the behavior depends on step 2. In the image you provided at the end, it states ‘Anrufmethode: Mein telefone.’ Before making the call, you need to change the method there. This way, you won’t be calling with your phone, but with the other options listed.

Hope this helps,

Diana

5

Hi @DianaGomez,

Thanks for your help.

Unfortunately, I find myself with limited choices under the ‘Anrufmethode’ (Call Method) setting.

I can only choose ‘Mein Telefon’ (My Phone), and the alternative ‘Calling-Feature’ prompts a paid feature pop-up, which seems odd to me.

Screenshot_4.jpg
Screenshot_4.jpg1080×2154 110 KB

However, this situation perplexes me because when I use the Hubspot application on my iPhone, I can call a number with an extension without any issues, and there are no extra charges involved.

Can you suggest a solution?

Thanks again for your assistance.

6

Hi @Schmollfuß,

Thank you for the explanation. So, just to confirm, the calling option with the extension works perfectly on iPhone but not on Android?

If that’s the case, I would recommend uninstalling the Android app and following the steps outlined in this article: Install the HubSpot mobile app. There, you will find the required Android version and a step-by-step guide for downloading the application. Please keep in mind that when you log in, you should use the same username and password that you use on your iPhone, as that is the account with the appropriate permissions for making calls.

Hope this helps,

Diana