App Connection Issues - Waveline Support

If Waveline shows a connection or sign-in warning, stays on a loading screen, or stops updating calls and messages, check the displayed message before restarting. Calls may continue working while some pages or settings are temporarily unavailable.

A connection problem may affect one device, one network, or several teammates. Identifying where it happens helps you choose the right next step.

Before refreshing or restarting

Protect your current work

Finish any active call and save unfinished message text or other unsaved changes before refreshing, restarting, or signing out. These actions can interrupt a call or discard work that has not been saved.

If a message appears to be stuck sending, check the conversation before sending it again to avoid a duplicate. See Message Delivery Issues.

Follow the displayed connection warning

This warning says that calls keep working while some pages, screens, or settings may not load. Stay signed in and let Waveline reconnect. Avoid refreshing, restarting, or signing out during an active call. If the warning persists, contact Waveline Support with its exact wording and the affected device.

Can't connect right now

This warning says that you are still signed in. Check your internet connection, then select Try again on the web or tap the warning in the mobile app to retry. You do not need to sign out just because this banner appears.

If Waveline instead takes you to the sign-in screen, follow the sign-in steps. See Two-step Verification if it asks for an authenticator code.

Identify what is affected

The whole app will not load: start by checking your internet connection.
The app loads, but calling does not connect: check the calling connection and microphone permission.
Calls work, but messages or contacts are not updating: follow any sign-in or connection warning first. Reopen the affected area once the warning clears; finish active calls before refreshing or restarting.
Only one device has the problem: compare that device's connection and app with another device.
Several teammates have the problem: check whether they share the same network or whether it also happens elsewhere.

If the app works normally but incoming calls do not reach you, see Incoming Calls Not Ringing.

Check your internet connection

Open another website or internet-connected app to confirm that the device is online.

If you are using a guest or public Wi-Fi network, check whether it requires a sign-in or acceptance page before allowing internet access.

When you are not on an active call, compare another connection—for example, mobile data instead of Wi-Fi. If Waveline works on one network but not another, ask the person who manages the affected network to help investigate.

A website loading successfully does not rule out a connection problem affecting live calls or updates.

Refresh or reopen Waveline

Web browser

Refresh the Waveline page. If it still does not load correctly, close that tab and open Waveline again.

Desktop app

Quit Waveline fully, then reopen it. If Keep Waveline running after closing the window is enabled, closing the window alone does not quit the app. Use Quit Waveline from the tray menu.

Mobile app

Close and reopen Waveline, then give it a moment to reconnect and load your account.

If the problem continues, restart the device after saving your work and finishing any calls.

Check for updates

Use the current version of Waveline and keep your browser updated.

In the desktop app, open Settings → System and select Check for updates. If an update is available, finish your work before selecting Install and restart.

On mobile, check Waveline's listing in the App Store or Google Play for an available update.

See Install the Apps for the app-store links.

Sign out and sign back in

Do not sign out as the first response to a warning that says you are still signed in or that calls keep working. Follow the displayed warning first. If the problem continues after checking your connection and reopening the app, contact Waveline Support before ending a session that still handles calls.

If you need to sign in again, finish active calls and save unfinished work first. Make sure you can receive your sign-in code and use your authenticator if two-step verification is enabled. See Two-step Verification for help if you cannot access an authenticator.

After signing in, confirm that the expected inboxes appear and that the affected area loads again.

If calling is the only affected feature

Messages and other pages may load even when the calling connection is unavailable.

Confirm that Waveline has microphone permission and that a working microphone is connected. See Microphone Permissions.

If calls connect but the audio breaks up or becomes delayed, see Call Quality.

For locations with unreliable internet but dependable cellular service, Direct to Cell may provide another way to handle eligible calls. It does not restore the app's internet connection or resolve message-loading problems.

Common questions

Waveline works on mobile data but not Wi-Fi. What should I check?

The problem may be specific to that Wi-Fi network. Check whether the network requires a sign-in, then ask its administrator to review the connection if the issue continues.

Why can I see older information while new activity is not appearing?

Previously loaded information can remain visible while the app reconnects. Seeing an existing conversation or contact does not necessarily mean new activity is arriving. Reopen the affected area and check the app's connection.

Another teammate can connect, but I cannot. Is Waveline working?

Their connection helps narrow down the problem, but does not rule out an issue affecting your device or account. Follow any displayed warning, then compare another network or device when you are not on an active call. Contact Waveline Support if the problem continues.

The app updates normally, but I do not receive alerts. Is this a connection issue?

If new activity appears promptly inside Waveline, review Notifications before repeating the connection steps.

Should I reinstall the app or reset my device?

Start with the steps above. Reinstalling or resetting should not be the first response to a connection problem because it can remove local settings or unsaved information.