How to Fix Calls Disconnecting in the Sparkforge Mobile App

If calls work on the Sparkforge desktop dialer but disconnect on the mobile app, the cause is almost always a Twilio configuration mismatch. Specifically: the location is using a Master Account SID where it needs a sub-account SID.

Why this happens

The Sparkforge mobile app requires a Twilio sub-account SID to register devices and route calls correctly. A Master Account SID will pass desktop calls but fail mobile registration. This shows up most often when a client provides their own Twilio credentials and uses their master account.

Step 1: Check the Twilio SID

1. From the agency view, click Settings (or open /settings/twilio directly).
2. Click Twilio.
3. Find the affected location. Confirm its Account SID is different from the master Account SID at the top of the page.

If they match, the location is using the master SID and that's the problem.

Fix path A: location uses the agency's Twilio account

1. In the location's Twilio row, click the three-dot menu and choose Update Credentials.
2. Click Delete connection.
3. Click Create Sub-Account. Sparkforge creates a Twilio sub-account under your agency master.
4. Click Move numbers to migrate phone numbers from the master to the new sub-account.

If Move Numbers errors, contact Twilio support to migrate the numbers manually.

Fix path B: location uses the client's own Twilio account

Method 1: Create the sub-account inside Twilio Console

1. In Twilio Console, open the Subaccounts page.
2. Click Create new Subaccount.
3. Name it and click Create.
4. Open the new sub-account and copy the Account SID and Auth Token.
5. The client opens a Twilio support ticket to move numbers from the master to the new sub-account.
6. Back in Sparkforge, click Update Credentials for the location, paste the sub-account SID and Auth Token, click Save.

Method 2: Use Sparkforge to create the sub-account

1. Click Update Credentials on the location and Delete connection.
2. Scroll to the agency Twilio config at the top. Temporarily replace your master SID and Auth Token with the client's master SID and Auth Token.
3. Click Create subaccount. Sparkforge creates a sub-account under the client's Twilio master.
4. Click Move numbers to migrate phone numbers.
5. Once numbers appear in the location, switch the agency Twilio config back to your own master SID and Auth Token.

Step 2: Verify the TwiML app location ID

If the location is already using a Twilio sub-account SID and calls still drop on mobile, the TwiML app's location ID may be wrong. Open this URL in a browser, replacing the placeholder:

https://api.sparkforge.com/twilio/create_application/<location_id>

This re-binds the TwiML app to the correct location ID.