If you are experiencing problems with your contact list or are not able to place or receive calls with iSkoot, check the trouble shooting Q&A below. If you still need help with the iSkoot application, please contact support@iskoot.com.
1. I know someone is online but they appear to be offline.
Answer: Call them anyway. Sometimes the Skype network is slow in updating everyone's presence status.
2. I see my SkypeOut minutes but not all (or perhaps any) of my contacts.
Answer: Sometimes the Skype network is slow in updating everyone's presence status and SkypeOut balance, and it may take a little while.
3. The iSkoot application is connected to the internet but I still can't make outgoing calls.
Answer: You may have forgotten to enter your country code with your mobile phone number. Check the number in the "Set to Receive Calls" dialog (or in "Options" for BlackBerry users).
5. I can't get my SkypeOut call to connect. What's wrong?
Answer: You need SkypeOut credits to make a SkypeOut call. Purchase SkypeOut credits at www.Skype.com. If you already have SkypeOut credits, double check that you've entered your mobile phone number properly and included the country code.
6. I have entered my mobile number correctly and set it to receive Skype calls, but I still don't receive incoming calls from my Skype contacts.
Answer: There are two likely explanations:
- First, check your SkypeOut credit balance. Skype charges a small fee at SkypeOut rates to connect calls to your mobile phone.
- Second, you may be experiencing interference from Skype Voicemail, which may "capture" the call before it can be routed to your mobile phone. If you have a Skype Voicemail account, please turn it off when using iSkoot.
7. Do I have to enter my mobile phone number even if I don't want to receive incoming Skype calls?
Answer: Yes. Entering your mobile number helps the iSkoot network identify which regional access point to call for routing outgoing Skype calls. Remember to enter your mobile phone number in the international format, starting with the country code.
Note that if you don't wish to receive incoming Skype calls, you can easily change the setting in the "Set to Receive Calls" dialog (or in "Options" for BlackBerry users).
8. I tried to sign in but there was an error, so I tried signing in again. Now it says that I can't sign in because I'm already logged in on another mobile phone.
Answer: Unfortunately, this happens sometimes. Please wait about 30 minutes or so for the iSkoot network to reset your sign in status.
9. I constantly appear online even when I am not.
Answer: You may have forgotten to exit iSkoot. When you have finished using the application, be sure to exit by selecting "Exit" in the menu ( or "Close" for BlackBerry users).
10. I just installed a new version of the software on top of the existing version and now when I try to login I don't see any of my contacts or SkypeOut minutes.
Answer: You can try any or all of the following solutions:
- Manually refresh your contacts by selecting "Refresh Now" from the options menu.
- Exit from the application and then restart the application.
- If neither of these solutions work, you may need to exit from the application, remove it from your device, and then reinstall it.
11. I tried to make a call and heard this message, "We are unable to complete your call as dialed, please hang up and try again."
Answer: Hang up and try again. If this persists, exit and restart the application.
12. When I try to use my speaker phone, sometimes the call doesn't connect.
Answer: Turn on your speaker phone after the call has connected.
13. What can I do if I have more questions or need help?
Answer: Please visit the support forums on our web site. Click on Help Desk in the top navigation bar, then User Forum. You're also welcome to send an email to: support@iskoot.com