The FAQs in this article address the most common questions asked about the Extensions App. For details on how to set up and use, see Extensions® App for iPhone® or Android™.
Why would I use this service?
You can extend the value of your Vonage service by using it away from home on up to two phones. With the Extensions App for iPhones and Androids, you can make and receive calls on the go, including internationally. Now, you can also prevent up to 25 callers from ringing your Vonage home phone and phones linked to your service by the Extensions App.
If you do not have an iPhone or Android, you can link your Vonage service to any phone, such as BlackBerry, Windows and even landline phones. If you are not using the app, you can still make calls on the go for the same rate as your Vonage home service. To have incoming calls ring your linked mobile number, use our SimulRing feature. For more information on using without the app, see Link Any Phone to Your Vonage Service and FAQs for Linked Mobile Numbers.
How do I use this service?
Go to the app store for your phone type, then download and set up Vonage Extensions App. See Extensions® App for iPhone® or Android™ for details on how to set up and use the app.
What phone numbers can I block?
You can block or unblock up to 25 phone numbers, including international phone numbers in the Extensions App or your Online Account. You cannot block 911 or Vonage Customer Care phone numbers.
Vonage validates all phone numbers before processing the block. If a partial number is displayed or the area code and exchange are not valid, you will receive an Invalid phone number message. As many of these numbers are spoofed, registering with www.donotcall.gov is highly recommended.
Can I block numbers in my Online Account too?
Yes. Once signed in to your Online Account, you can manually enter or delete phone numbers by going to the Features & Settings section and choosing to edit Selective Call Block. You can also go to Recent Calls and locate a phone number to block or unblock. See Selective Call Block for complete instructions.
When I place a call from the app, the Caller ID does not show my mobile phone number. Why?
The Vonage home number is displayed on outbound Caller ID by default. You can change the Caller ID to your mobile phone number in the app under Call Settings.
I want to add more than two phones. How much does it cost?
The limit is two phone numbers per Vonage calling plan at no cost. If you have only one Vonage calling plan, you cannot link more than two phone numbers.
Can I use the Extensions App with any Vonage calling plan?
Yes. You can download and use the Extensions App to link up to two U.S. mobile phone numbers to any Vonage calling plan with the exception of Power User plans. If you are on a Power User plan, you can only link one phone number.
Can I send and receive text messages?
How do I receive calls?
The Extensions App now supports incoming calls. Any call that rings your Vonage home phone also rings the app. If you are not using the app, you must set up our SimulRing feature to receive incoming calls on your linked mobile number.
NOTE: If you are not receiving incoming calls, see the Troubleshooting section of this document.
I want to change or remove the phone number for the Extensions App?
To change or even remove a phone number linked to your service by the app, you must sign in to your Online Account, go to Features & Setting and click the Mobile Devices tab. If a changed phone number is for a different iPhone or Android, make certain you download the app on that phone.
I have two Vonage phone numbers. Can I link phones to both?
Yes. If you have two Vonage calling plans, you can download the Extensions App on four phones. You can link up to two mobile numbers to each Vonage phone number.
Why do I need an Access Number to place a call?
If you are using the Extensions App, you do not need an Access Number to place a call. However, if you are not using the app, you can link any other mobile or landline phone number to you Vonage service. Because you are not using the app, you must dial an Access Number and Security PIN to place calls. For example, if you link your BlackBerry to your Vonage service, this is how you place a call.
Why do I need to accept push notifications?
Push notifications allow you to receive incoming calls when the Extensions App is closed. On Android phones, you are generally asked to accept all notifications when you download an app from the store. On the iPhone, you are given the option to accept push notifications when you set up the Extensions App.
How do I turn on push notifications?
On your iPhone (not the Extensions App), do the following:
Why am I registering for Wi-Fi?
The first time you set up the Extensions App, you are asked to Register for Wi-Fi calling. If you accept, a call is placed to your phone from the Vonage network. If you decline, you can register at a later time, but you must do so in the U.S. if you want to use when traveling internationally. To register for Wi-Fi, if initially declined:
Do I need an international calling plan on my mobile phone to make calls over the Vonage network from a linked mobile number?
No. International calls made with the Extensions App are placed over the Vonage network and you will not be billed by your mobile carrier for these calls.
What phones are supported?
Why are all of my phones ringing?
The Extensions App now supports incoming calls. All incoming calls that ring your Vonage home phone also ring any phone linked to your service by the app, so that you never miss a call when on the go. The option to receive incoming calls is turned on by default, but you can turn it off in the app.
How do I stop all my phones from ringing?
To turn off incoming calls:
|Unblock All (iPhone)||
|From Call Settings:|
|Add New Number||
|Remove a Block||
|Unblock All (iPhone)||
How do I show my mobile phone number on Caller ID?
You can choose to display your Vonage home phone number or your linked mobile phone number on outgoing calls from the app.
How do I use the Extensions App when traveling internationally?
While in the U.S., download and install the Extensions App. If this is your first time setting up the app, make certain you register for Wi-Fi calling and that your outgoing call setting is set to Wi-Fi Only. Just tap More and then Call Settings to verify. Once you reach your destination:
Do I need an international calling plan on my mobile phone to make international calls from the app?
No. International calls made with the Extensions App are placed over the Vonage network and charged at the same rate as your Vonage calling plan.
I see how to switch my settings for outgoing calls, but what is used for incoming calls?
By default, incoming calls will use Wi-Fi if available and if not available, calls are received over data through your cellular network. Your cellular minutes are never used.
Why do calls ring on my mobile phone and the Extensions App simultaneously?
You have incoming calls to the Extensions App turned on and you are also using our SimulRing or Call Forwarding feature. Both SimulRing and Call Forwarding take precedence over incoming calls to the app. If your mobile phone number is in the forwarded list for either SimulRing or Call Forwarding, when your home phone rings, it will first ring your mobile phone and then it will also ring to the Extensions App. We recommend that you do not use SimulRing or Call Forwarding if incoming calls to the app is turned on.
I have iOS 8 and the behavior for answering calls has changed?
With the latest release of the Extensions App, the following changes are available for iOS 8 users:
|Phone is unlocked||
|Phone is locked||
Select Options to show all possible actions: Open, Answer, Decline and Close.
How much does it cost use the app?
You can link up to two U.S. phone numbers with the Extensions App for no cost on all calling plans except Power User calling plans. Power User calling plans can have only one linked phone number at no cost. The rates for calls that you place from the app are the same as those used to place a call from your Vonage home phone. Outgoing calls count against your minutes in a limited minute calling plan. Incoming calls do not count against your allotted minutes and there are no additional charges to answer a call within the app.
How much does it cost to call international locations?
Calls made from the Extensions App use the same rate as your Vonage calling plan.
Can I check the rate before I call someone in the app?
Yes. To check rates to before you dial:
Does my Vonage bill show calls placed from the Extensions App?
Go to your Online Account to view both your billing statement and call activity for calls placed through the app. Your billing statement shows these calls as a separate line item and Call Activity displays these calls with an M and specifies whether there are charges.
If I change calling plans, does this affect my use of the app?
Yes. Calls made from the Extensions App are billed at the same rate as your current Vonage calling plan. If you change your calling plan, charges for international calls will change accordingly.
I have a Vonage limited minute calling plan. When I place a call from the Extensions App, does this count against my calling plan minutes?
Yes. Calls from the app count against your Vonage calling plan minutes.
I do not have Incoming Call settings. Why?
Go to the app store for your phone and download the latest Extensions App. Check to see if your Incoming Call settings are present and if not, contact us.
I turned off SimulRing but all my phones keep ringing?
The Extensions App now supports incoming calls. Any call that rings your Vonage home phone also rings the app. If you were previously using SimulRing to receive incoming calls from your Vonage home phone, this feature is no longer needed. If you choose to not receive incoming calls with the Extensions App, you can turn it off in the app.
I was told that I could use the app internationally, but once I reached my destination, I could not. Why?
To use internationally, download and set up the app up in the U.S. before traveling, which includes registering for Wi-Fi calling, if you did not do so initially. Once you reach your destination, change Outgoing Call Settings for the Extensions App to Wi-Fi only. On your phone itself, adjust your settings as follows:
I want to use the Extensions App but I don't want my mobile phone to ring when I receive a call on my home phone. What can I do?
If you do not want incoming calls to ring your Vonage home phone and the app, turn off incoming calls to the app. Just go to Call Settings and turn the setting for Incoming Calls off.
How do I display the Caller ID of my mobile phone on outgoing calls instead of my home phone number?
You have the option to choose whether you display your Vonage home phone number or your mobile phone number on outbound Caller ID.
How do I turn off outbound Caller ID Block completely?
Through the app, you can choose to display either your home phone number or your mobile phone number on outbound Caller ID. If you do not want any number to appear on outbound Caller ID, sign in to your Online Account and edit Caller ID Block.
I tried to block a phone number and received Invalid Format. Why?
Vonage validates all phone numbers before processing the block. If a partial number is displayed or the area code and exchange are not valid, you will receive an Invalid Format message. As many of these numbers are spoofed, registering with www.donotcall.gov is highly recommended.
How do I get rid of duplicate entries?
Duplicate contacts may be present if you sync contacts from multiple sources. Correcting duplicate entries varies by phone type.
For iPhone: Verify whether the issue began after an iCloud sync by going to the iCloud website to see if you have duplicate entries there. If so, it is mostly like caused by iCloud services and you should contact Apple to resolve. Also, consider whether you are syncing to both iCloud and iTunes and if so, choose one. Of course, if contacts are duplicated on a single service using an Outlook Exchange account, resolving is based on your version of Outlook.
For Androids: Open your address book to delete or merge multiple contacts, use the Google Contact Manager, or remove/disable syncing of contacts.