Who This Is For / When to Use
Accounts experiencing unexpected behavior in the Kyrios mobile app.
Users facing login, loading, or performance issues.
Teams needing to gather the required information for support escalation.
Troubleshooting Function Issues
Use these steps when a specific Kyrios mobile app feature is not working as expected.
Confirm the Kyrios mobile app is updated to the latest version.
Delete the app and reinstall it.
Switch to a different internet connection (Wi-Fi ↔ mobile data).
Verify that:
All required fields are completed.
All steps for the feature are followed in order.
Confirm the feature is properly configured in your account.
Expected result: Most function-related issues are resolved by updates, clean installs, or configuration corrections.
Troubleshooting Login Issues
Use these steps if you are unable to log in to the Kyrios mobile app.
Re-enter your email address and password manually.
Remove any leading or trailing spaces in:
Login email
Login password
Confirm you are using the correct credentials for the account.
Expected result: Login issues are commonly caused by hidden spaces or incorrect credentials.
Troubleshooting Loading Issues
Use these steps if the Kyrios mobile app is slow, stuck, or not loading.
Clear the app cache on your device.
Switch to a different internet provider or network.
Install the app on another device and attempt to reproduce the issue.
Expected result: This helps determine whether the issue is device-specific, network-related, or app-related.
When to Contact Support
If the issue persists after completing all troubleshooting steps, submit a support ticket with all of the following details:
Clear description of the issue
Device name and model
Device operating system version
Kyrios mobile app version
Troubleshooting steps already attempted
Screenshot of the error message (if applicable)
Screen recording showing:
The steps you are taking
The result or error displayed
Why this is required: Providing complete information allows the Kyrios support team to investigate and resolve issues more efficiently.
FAQ
What does “high-rtt” mean on the Kyrios mobile app?
“High-rtt” means high round-trip time on your network. This can cause audio delays, lag, or pauses during calls.
Why am I seeing a “low-mos” warning?
A “low-mos” warning indicates reduced call quality. This is usually caused by poor internet connectivity or VoIP compatibility issues.
What does “high-jitter” mean?
High jitter refers to inconsistent packet delivery timing. This can result in choppy, distorted, or crackling audio during calls.
How does “high-packet-loss” affect call quality?
High packet loss means audio data is not fully transmitted, which can cause broken audio or dropped calls.
How can I improve call quality in the Kyrios mobile app?
Ensure you have:
A stable internet connection
Low jitter and ping
Recommended minimum speed of 50 Mbps
If issues continue, verify your device meets VoIP requirements and test your network’s VoIP compatibility.
Why am I not receiving a login verification code or password reset email?
Check your spam or junk folder, confirm your email address is correct, and ensure your inbox is not full. If the issue continues, contact support to verify your account.
Can I troubleshoot Kyrios mobile app issues before contacting support?
Yes. Follow the steps for function, login, and loading issues. If the problem persists, submit a support ticket with complete details.
My login credentials are correct, but I still can’t log in. What should I do?
Remove any spaces before or after your email address or password, as this is a common cause of login failures.