**Telvio Help Centre — Fix a Problem With Your Calls**

> Answers for calls that will not connect, audio that fails, credit that has not arrived and the number people see when you call. Plus how to reach a person.

Source: https://telvio.app/help/ · updated: 2026-09-04

1. [Home](https://telvio.app/)
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Customer care

# Something is not working. Let us fix it.

Fourteen answers to the things that actually go wrong, written to be useful whether or not you use Telvio. Search them below, or write to us — a person reads every message.

- Answers in one page each
- No account needed to get help
- Replies within 24 hours

The fastest route

Most problems fall into four groups and each has a page: **the call will not connect**, **the audio is wrong**, **the number was rejected**, or **the money did not do what you expected**. Search the list below with the word you would use to describe it — “robotic”, “silent”, “refund”, “credit” — and it will filter as you type.

If none of them fits, write to [support@telvio.app](mailto:support@telvio.app). Include the date, the time and your time zone, and say what you saw. That is enough to find the specific call, and it is the difference between one reply and four.

Describe the problem

Everything CallsAudioNumbersCredit and billingPrivacy

14 answers

- [Your call will not connect A Telvio call that fails before it rings has four causes: the number's format, the destination, your credit, or the network. Work through them in that order.](https://telvio.app/help/call-will-not-connect/)
- [Your call drops part-way through A call that connects and then dies after a minute or two is almost always the network handing over, a power-saving setting, or an unstable WiFi link. Here is how to tell which.](https://telvio.app/help/call-drops-mid-conversation/)
- [We cannot call that destination Telvio serves 41 destinations and refuses calls to the rest rather than connecting them at an unpredictable price. Why that happens and what to do.](https://telvio.app/help/destination-not-available/)
- [The call connects but nobody can hear anything A call that connects with no audio in one or both directions is almost always a permission, a route through the wrong output, or a firewall. Diagnose it in four steps.](https://telvio.app/help/no-sound-during-a-call/)
- [The call sounds robotic, choppy or delayed Robotic, stuttering or delayed voice on an internet call is jitter and packet loss, not low bandwidth. What actually causes it and which fixes are worth trying.](https://telvio.app/help/choppy-or-robotic-audio/)
- [The microphone is not picking you up A microphone that produces silence on calls is a permission, another app holding it, a Bluetooth device, or a blocked opening. Test it in the browser first, then work down.](https://telvio.app/help/microphone-not-working/)
- [The number is not accepted A number rejected before dialling is nearly always a missing country code or a trunk zero left in. The four ways a phone number goes wrong, and how to write it correctly.](https://telvio.app/help/number-not-accepted/)
- [The person you call sees a number they do not recognise Everyone you call through Telvio sees (434) 280-0044, not your own number. Why that is, why it cannot be changed, and the thirty seconds of work that fixes it.](https://telvio.app/help/they-see-an-unknown-number/)
- [You paid and the credit has not appeared A purchase that took the money and did not add credit is usually a receipt that has not been delivered yet. What to check, how long to wait, and exactly what to send us.](https://telvio.app/help/credit-did-not-arrive/)
- [Refunds, and charges you did not expect Refunds for in-app purchases are issued by Apple and Google, not by the app developer. Where to request one, what we can do instead, and how to find an unfamiliar charge.](https://telvio.app/help/refunds-and-charges/)
- [The free minute did not work The free minute is one per install, applies only to destinations we serve, and is consumed by the first connected call. What that means when it appears not to have worked.](https://telvio.app/help/free-minute-did-not-apply/)
- [That call cost more than you expected Rates differ between landline and mobile in the same country, and per-second billing changes the total. Work out what a call should have cost, and check it against what it did.](https://telvio.app/help/call-cost-more-than-expected/)
- [WiFi or mobile data? A voice call uses about 0.5 MB per minute, so mobile data is cheaper than it feels. When WiFi is the better choice, when it is the worse one, and how to decide.](https://telvio.app/help/wifi-or-mobile-data/)
- [Deleting your data Telvio holds no name, email or phone number, so deletion works from your installation ID. Where to find it, what gets erased, and what the law makes us keep.](https://telvio.app/help/delete-your-data/)

Nothing matches that word. Try a shorter one, or write to [support@telvio.app](mailto:support@telvio.app) and describe it in your own words.

## How support here actually works

There is no ticket portal, no phone queue and no chatbot standing between you and a person. There is an email address, [support@telvio.app](mailto:support@telvio.app), and a small team that reads it. We aim to reply within 24 hours, and in practice most messages are answered well inside that.

You do not need an account to write to us, and you do not need to be a customer. A significant share of the messages we receive come from people who have never installed the app and are trying to find out who called them from an unfamiliar number — that question is answered on [the caller ID page](https://telvio.app/caller-id/1-434-280-0044/), and if it is not, writing to us is welcome.

What we can look at is what we hold: whether a call connected, how long it ran, what rate applied and what was deducted, and whether a purchase receipt reached us. What we cannot look at is anything about you personally, because the service holds no name, email address or phone number — which is why an effective message describes a *call* rather than an account.

## What to put in the first email

- **The date, the time and your time zone.** This locates the call. Without it, almost any question takes an extra round trip.
- **The number you dialled, in international form.** Change the last two digits if you prefer — the country and the length are the parts that matter.
- **What actually happened**, in a sentence: an immediate error, silence then nothing, a ringing tone that stopped, audio in one direction only. Each points somewhere different.
- **Your device and connection.** Phone model, operating system version, WiFi or mobile data, and whether the other one behaves differently.
- **For anything about money, the store order ID.** Apple's begins with M and is on the emailed receipt; Google's is in Play under Payments and subscriptions.
- **For a privacy request, your installation ID** from the app's settings screen. It is the only handle that connects you to your records.

## Things worth knowing before you write

Some of the most frequent questions have answers that are structural rather than fixable, and knowing them saves everybody time.

**Telvio places outgoing calls only.** It assigns nobody a phone number, cannot receive calls or text messages, and cannot deliver a verification code. Everyone you call sees [(434) 280-0044](https://telvio.app/caller-id/1-434-280-0044/), which is the app's number rather than yours and cannot be changed to yours.

**Emergency numbers cannot be reached.** This is deliberate and permanent: an internet call carries no verified location, so an emergency operator could not be told where to send help. Use your phone's own dialler, which works without credit or data. Our [emergency calls page](https://telvio.app/legal/emergency-calls/) is worth reading before you need it.

**Refunds are issued by Apple and Google**, because they take the payment. We never see your card. What we can do is check whether a call was billed correctly and whether a receipt reached us, which is often the real question.

**Credit does not expire**, there is no subscription, and there is no monthly or inactivity charge. If you are looking for a recurring payment to cancel, it is not ours.

## If the answer you need is not here

These pages are written from the questions people actually send, so a gap in them is a gap worth telling us about. If you looked for something and did not find it, say so in the message — that is how the next version of this section gets written.

For anything outside support, the other doors are marked. [Reporting an abusive or fraudulent call](https://telvio.app/legal/report-a-call/) goes to a different address and a different process. [Security vulnerabilities](https://telvio.app/legal/security/) have their own disclosure route. [Law enforcement requests](https://telvio.app/legal/law-enforcement/) have their own page, with the details a request needs to include.

And if what you want is to understand how the service works before trusting it with anything, [why Telvio works the way it does](https://telvio.app/why-telvio/) sets out the design decisions and, more usefully, the limits.

## Bottom line

Search the list for the word you would use to describe the problem. Fourteen pages cover connection failures, audio faults, rejected numbers, billing and privacy.

If none fits, email support@telvio.app with the date, the time and your time zone. A person reads it and we aim to reply within 24 hours.

Three things no amount of support can change: emergency numbers are unreachable by design, the number people see is the app's rather than yours, and refunds are issued by Apple and Google rather than by us.

## Frequently asked questions

How do I contact Telvio support?

Email support@telvio.app. There is no phone line and no ticket portal; a person reads the address and we aim to reply within 24 hours. You do not need an account or a purchase to write.

What should I include when I report a problem with a call?

The date, the time and your time zone, the number dialled in international form, what actually happened, and whether you were on WiFi or mobile data. That is usually enough to identify the specific call and answer on the first reply.

Can I get help without an account?

Yes. Telvio has no accounts at all, and support does not require one. People who have never installed the app write to us regularly, most often to ask about a call they received from an unfamiliar number.

How quickly does Telvio reply?

We aim to reply within 24 hours and usually answer sooner. Messages that include the date, time and time zone of the call are typically resolved in one exchange rather than several.

Can support see my calls?

We can see whether a call connected, how long it ran, what rate applied and what was deducted — the same information a phone bill contains. We cannot see anything about you personally, because the service holds no name, email address or phone number, and call audio is never recorded.

Where do I report an abusive call from a Telvio number?

Email support@telvio.app with the date, the time and your time zone. That address goes to a different process from ordinary support, and the reporting page explains what happens next and what we can tell you afterwards.

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