REMAC Phone Support
Help documentation for REMAC Phone iOS app
Getting Started
Download, install, and set up your account
FAQ
Common questions and answers
Contact Support
Get help from our team
Getting Started
System Requirements
- iPhone running iOS 15.0 or later
- Active internet connection (Wi-Fi or cellular data)
- REMAC Enterprises softphone account
- Microphone permission (required)
Installation
- Download REMAC Phone from the App Store
- Tap "Install" and authenticate with Face ID/Touch ID
- Open the app when installation completes
First-Time Setup
- Login: Enter your REMAC Portal username and password
- Permissions: Grant Microphone access (required) and Notifications (recommended)
- Contacts (Optional): Grant Contacts access to see caller names
- Start Calling: You're ready to make and receive calls!
Frequently Asked Questions
How do I make a call?
Tap the Dialer tab, enter the phone number or extension, and tap the green call button. You can also call from your iOS Contacts or from the Office Contacts tab.
How do I receive calls?
Incoming calls work just like your regular phone app. You'll receive a notification and see the caller on your lock screen. Answer by swiping or tapping the answer button.
Can I use REMAC Phone with my AirPods/Bluetooth headset?
Yes! REMAC Phone automatically works with any Bluetooth audio device paired to your iPhone, including AirPods, car systems, and headsets.
What is Do Not Disturb mode?
Enable Do Not Disturb in Settings to automatically send all incoming calls to voicemail. You'll still receive voicemail notifications. This works even when the app is closed.
How do I hold, transfer, or park calls?
During an active call, tap the Hold button to place the call on hold. Tap Transfer to transfer to another extension. Park slots (*31, *32) are available in your Office Contacts.
What are Office Contacts and BLF?
Office Contacts are your company directory. BLF (Busy Lamp Field) shows real-time status - whether a colleague is available or on a call. Add contacts from the Contacts tab.
Can I use REMAC Phone on multiple devices?
No. For security, each softphone account can only be active on one device at a time. Logging in on a new device will deactivate the old one.
What happens if I get a new phone?
Simply logout from the old device (Settings → Logout), then login on your new device. Your office contacts and settings will sync automatically.
How do I check my voicemail?
Tap the voicemail button on the Dialer tab, or dial *98. You'll also receive push notifications when new voicemails arrive (even when the app is closed).
Does REMAC Phone use my cellular minutes?
No. REMAC Phone uses VoIP (Voice over Internet Protocol) and only consumes data, not cellular minutes. Works on Wi-Fi or cellular data.
Troubleshooting
🔴 Issue: Can't make or receive calls
Solutions:
- Check that you have an active internet connection
- Verify microphone permission is enabled (Settings → REMAC Phone → Microphone)
- Try tapping "Sync Account" in app Settings
- Restart the app (swipe up from app switcher, reopen)
- Contact support if issue persists
🔴 Issue: Not receiving incoming calls
Solutions:
- Enable Notifications permission (Settings → REMAC Phone → Notifications)
- Disable Do Not Disturb in app Settings if active
- Check that you're logged in (Settings tab shows your extension)
- Ensure app is not force-quit (swipe it closed)
- Restart your iPhone
🔴 Issue: Poor call quality or audio issues
Solutions:
- Switch to Wi-Fi if on cellular data
- Move closer to Wi-Fi router
- Close other apps using bandwidth (streaming, downloads)
- Check Bluetooth connection if using wireless headset
- Toggle speaker/Bluetooth in-call to reset audio
🔴 Issue: Account already provisioned error
Solutions:
- This is a security feature - account is active on another device
- Logout from the old device first (Settings → Logout)
- If you lost access to old device, contact your account administrator
- Admin can unprovision your account to allow re-login
🔴 Issue: Session expired / logged out automatically
Reasons:
- Your account was logged in on another device
- Admin invalidated your API key for security
- App was reinstalled or data cleared
- Simply log in again with your username and password
Features Guide
📞 Making Calls
- Dial pad for manual entry
- Call from iOS Contacts
- Call from Office Contacts
- Tap phone number in History
- Call from native Phone app Recents
⏸️ Call Controls
- Hold/Resume calls
- Transfer to extension
- Park calls (*31, *32)
- Mute/Unmute
- Speaker/Bluetooth audio
- DTMF keypad (for IVR systems)
👥 Contacts
- iOS Contacts integration
- Favorites for quick access
- Office directory with extensions
- Real-time presence (BLF)
- Park slot monitoring
⚙️ Settings
- Do Not Disturb mode
- Default to speaker
- Show in iPhone Recents
- Sync account settings
- Clear call history
- Logout
Account Management
How to Get a REMAC Phone Account
REMAC Phone requires a softphone account provisioned by REMAC Enterprises. If you're an existing VoIP customer, contact support to activate your softphone. New customers can sign up for VoIP services at:
Password Reset
To reset your REMAC Phone password, log in to the REMAC Portal or contact support.
Device Management
Each softphone account can only be active on one device at a time (security feature). To switch devices:
- Logout from the old device (Settings → Logout)
- Login on the new device
- Your settings and contacts will sync automatically
Lost your device? Contact your account administrator to unprovision your account so you can login on a new device.
Privacy & Security
Your privacy and security are important to us. REMAC Phone:
- Stores credentials securely in iOS Keychain (encrypted by Apple)
- Uses API key authentication (not your password for every request)
- Enforces one-device-per-account security
- Transmits all data via encrypted HTTPS connections
- Does not sell or share your data with third parties
- Does not use analytics or tracking services
Read our full privacy policy: REMAC Phone Privacy Policy
Contact Support
When Contacting Support, Please Provide:
- Your extension number (found in app Settings)
- Description of the issue
- Steps to reproduce (if applicable)
- Your iOS version (Settings → General → About)
- App version (shown in app Settings)
Additional Resources
Last updated: October 2025