MySudo Call Troubleshooting Guide

Use this guide if you are experiencing missed calls, video call issues, or intermittent call problems on MySudo.

1. Country Support

Ensure you and your contact are in one of our supported countries.
 

2. VPN-Related Issues

Some VPNs can block the network flows needed for VoIP calls.

• Calls may fail to connect or time out (~20–30 seconds).

• Messaging and email still work normally.

Workarounds:

• Connect to a different VPN server/endpoint.

• Change your VPN protocol (e.g., switch from OpenVPN to IPSec).

• Contact your VPN provider for support as some VPNs are more compatible with VoIP than others.

• Try disconnecting the VPN to see if it resolves the issue.

3. Call Requirements

• Group Voice & Video Calls: Only supported Sudo-to-Sudo.

• 1:1 Video Calls to non-MySudo numbers: Not supported.

• Ensure MySudo has Camera & Microphone access for video calls.

4a. iOS Device Checks

• Device Notifications:

  • Device Settings → MySudo → Notifications → Allow Notifications ON.

  • If this setting is turned OFF, your device will not ring or alert you for incoming calls.

• Do Not Disturb:

  • Device Settings → Do Not Disturb → OFF.

• Camera & Microphone (video calls):

  • Device Settings → MySudo → enable Camera & Microphone.

• Automatic Date & Time:

  • Device Settings → General → Date & Time → Set Automatically ON.

• Notifications in MySudo:

  • Tap the Sudo profile icon in the top left corner

  • Tap the Settings icon in the bottom left corner

  • Tap Sudo Preferences → select Sudo → Notifications → Receive Call Notifications ON.
     

4b. Android Device Checks

• Device Notifications:

  • Device Settings → Apps & Notifications → MySudo → Show Notifications ON.

  • If this setting is turned OFF, your device will not ring or alert you for incoming calls.

  • Some devices may require whitelisting MySudo to receive notifications consistently. 

• Do Not Disturb:

  • Device Settings → Sound & Notification → OFF.

• Automatic Date & Time:

  • Device Settings → General/System → Automatic/Network-provided time ON.

• Unread Notifications:

  • Too many unread messages can prevent call notifications.

  • Clear unread notifications by tapping the Bell icon → Clear All.

  • You can adjust notifications on a per-Sudo basis (see below)

• Notifications in MySudo:

  • Tap the Sudo profile icon in the top left corner

  • Tap the Settings icon in the bottom left corner

  • Tap Sudo Preferences → select Sudo → Notifications → Receive Call Notifications ON.

5. Call Plan & Minutes

• Check that your Sudo call minutes are not depleted:

  1. Tap the Sudo profile icon in the top left corner → Plans.

  2. If you have 0 minutes, all incoming calls will go to voicemail.

  3. Upgrade your plan or wait for your monthly renewal.