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Frequently Asked Questions

Issues and Support

Signin and PIN issues


If you haven’t received your code or you can’t log in:

Phone Number:

  • Wait a bit longer

  • Register with email

  • Check if the number you provided is correct.

  • Make sure you are entering your mobile phone number in the international format. I.e.: +(country code)(city or carrier code)(your number).

  • Go back and send another code to yourself.

  • Contact support.

Email:

  • Wait a bit longer

  • Tap to resend the code

  • Search for the email in your spam folder

  • Check if the email you provided is correct

  • If you still haven’t received an email, choose to “Resend an email code” (Note: that if you choose to resend an email code, but then enter the code from the previously sent email, then the verification process won’t work.)Contact support.

  • Contact support.

If you still have problems after following this guide, please contact us using this form.

Problems with notifications


If you’re not receiving notifications:

1. Check that the notifications are ON in your Phone Settings.

For iOS: go to your Phone Settings → scroll all the way down to find the Zangi logo → tap on the logo → NotificationsAllow Notifications and enable other settings (if needed).

For Android: go to your Phone SettingsApps → scroll all the way down to find the Zangi logo → tap on the logo → NotificationsShow Notifications and enable other settings (if needed).

2. Go to Zangi app SettingsNotifications → check whether any notifications are muted → enable notification (where needed).

Please note for Xiaomi and Huawei users: Zangi app experiences some notification problems.

Problem with contacts


If you know your friends have Zangi, but you can't see them — or they appear as numbers instead of names.

  • Check your internet connection

  • Ask your friend about their connection

  • Ask your friend if they’re registered with email or number. If you don’t have their Zangi email or number in your contacts, do so by adding them as a new contact.

  • Check if the number/email of your friend is correct.

  • Ask them to try messaging/calling you

  • Make sure you are entering your mobile phone number in the international format, if they’re located in a different country. I.e.: +(country code)(city or carrier code)(your number).

  • Try messaging/calling other Zangi contacts, see if the problem is with that one person or all contacts.

  • Make sure you are using the latest version of the app.

  • Force quit and relaunch the app.

  • If that doesn't help, temporarily change the name of the contact in phone contacts (add a few symbols, then change back again).

  • If that doesn’t work, re-login: app SettingsLog Out → then log in again.

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

Connection problems


The most common reason why you can't send or receive Zangi messages or make calls is poor Internet connection. Most connection issues can be resolved by doing the following:

Android

  • Restart your phone, by turning it off and back on.

  • Update Zangi to the latest version.

  • Open your phone's Settings → tap Network & internet → turn Airplane mode on and off.

  • Open your phone's Settings → tap Network & internetData usage → turn Mobile data on.

  • Open your phone's Settings → tap Apps & notificationsZangiData usage → turn Background data on.

  • Open your phone's SettingsNetwork & internetWi-Fi → turn Wi-Fi off and on.

  • Try connecting to different Wi-Fi hotspots.

  • Make sure Wi-Fi stays on during sleep mode.

  • Reboot your Wi-Fi router.

  • Contact your mobile provider and make sure your APN settings are configured correctly.

  • Upgrade your Android operating system to the latest version available for your phone.

  • If you're having trouble connecting to Zangi while on a Wi-Fi network that you don't normally connect to, contact the network administrator.

  • Make sure your connection isn't on a managed Wi-Fi network, such as at your office or university campus. Your network might be configured to block or limit connections.

  • Turn of your Low Data Usage mode for better quality from your app SettingsLow Data UsageEnable/Disable low data with Cellular use or Wi-Fi use.

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

iPhone

  • Restart your phone, by turning it off and back on.

  • Update Zangi to the latest version.

  • Open iPhone Settings and turn Airplane Mode on and off.

  • Open iPhone Settings → tap Cellular and turn Cellular Data on.

  • Open iPhone Settings → tap Wi-Fi and turn Wi-Fi off and on.

  • Try connecting to different Wi-Fi hotspots.

  • Make sure Wi-Fi stays on during sleep mode.

  • Reboot your Wi-Fi router.

  • Contact your mobile provider and make sure your APN settings are configured correctly.

  • Open iPhone Settings → tap GeneralResetReset Network SettingsReset Network Settings. (This will delete all your saved Wi-Fi passwords).

  • Upgrade or restore your iPhone's operating system to the latest version for your phone.

  • If you're using an unlocked iPhone or a prepaid SIM card, you might need to adjust your phone's APN settings for your SIM card. Contact your mobile carrier for details and instructions.

  • If you're having trouble connecting to Zangi while on a Wi-Fi network that you don't normally connect to, contact the network administrator.

  • Make sure your connection isn't on a managed Wi-Fi network, such as at your office or university campus. Your network might be configured to block or limit connections.

  • Turn of your Low Data Usage mode for better quality from your app SettingsLow Data UsageEnable/Disable low data with Cellular use or Wi-Fi use.

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

Problems with messaging


The most common reason why you can't send or receive Zangi messages is poor Internet connection. There might also be other problems, please follow this list to fix this issue:

  • The contact you are messaging is connected to poor internet connection.

  • The contact you are messaging has not opened Zangi yet to look at their notifications.

  • Your phone needs to be restarted or turned off and on.

  • The contact you are messaging has blocked your number.

  • You haven't completed the initial verification process.

  • The number/email of the contact you're trying to message on Zangi hasn't been saved correctly on your phone.

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

Problems with audio/video calling


The most common reason why you can't make or receive Zangi calls is poor Internet connection. There might also be other problems, please follow this list to fix this issue:

  • The contact you are calling is connected to poor internet connection.

  • The contact you are calling is offline.

  • Your phone needs to be restarted or turned off and on.

  • The contact you are calling has blocked your number.

  • You haven't completed the initial verification process.

  • The number/email of the contact you're trying to call on Zangi hasn't been saved correctly on your phone.

  • Turn off your Low Data Usage mode for better quality calls. Turn it off from your app SettingsLow Data UsageEnable/Disable low data with Cellular use or Wi-Fi use.

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

  • Note that: the quality for video calls on Android may not be perfect at times

  • Also note that: sometimes calls won’t go through with a 2G connection, try calling with a connection higher than 3G.

Random profile picture on your profile


This usually happens when you switch devices and when you’re logging back into a device. The random profile picture sometimes appears from the Amazon servers. Please feel free to change your profile picture if this happens to you.

Incorrect timestamps on messages


If the timestamp displayed on your received messages or the last seen time of your contacts are incorrect, please check the time and time zone configuration on your phone. You might need to re-adjust them.

We recommend setting your date and time to Automatic or Network Provided. With this setting enabled, your mobile provider will set your phone to the correct time. If the incorrect time is displayed even with this setting enabled, then there might be an issue with your network. Please contact your mobile provider to address the issue.

As a workaround, please modify your date and time settings and correct your time zone manually.

Note: The time zone is different than the actual time. Make sure you select the correct time zone for your location.

To configure your time zone manually, please follow these steps for your phone:

  • Android: Go to app SettingsSystemDate & Time.

  • iPhone: Go to app SettingsGeneralDate & Time.

Problems adding Zangi-Out / credit


Buying credits is only available for iOS devices as of now.

If you have an Android device, you cannot buy Zangi credits. Instead you can make Zangi to Zangi calls for free.

The reason why Android users cannot make credit purchases, is because the Android purchasing system was found to be insecure. It was causing fraud problems, therefore we had to switch it off.

One way that users have found to surpass this limitation is by signing into an iOS device, adding credit, then signing back into their Android device.

If you can’t make Zangi-Out calls then:

  • You might not have (enough) credit (To add credit go to your Zangi app settingsMy Balance → choose the amount of money you would like to add → pay with your credit card.)

  • You can’t add credit because you’re using an Android device

  • The number of the contact you're trying to call on Zangi hasn't been saved correctly on your phone.

  • Make sure you are entering your mobile phone number in the international format, if they’re located in a different country. I.e.: +(country code)(city or carrier code)(your number).

  • Check your internet connection

  • If you still can’t figure out what’s going wrong, contact support and send us a detailed description of the problem.

Contacting the support team


Questions, bug reports, guest posting, feature requests, feedback, media requests — our Support Team will help you with all. Feel free to contact us at support@zangi.com. Our support team will answer you as soon as they can.