Contacts in the mobile app never update from the Company Directory

Forum|Forum|1 month ago
August 12, 2026
3 replies
84 views

Good afternoon.

We’ve been using RingCentral for over a year now. We’ve noticed after pushing many users to use the RingCentral mobile app on either iOS or Android...updates made to the Company Directory in RingCentral never update in the mobile app.

As an example, we had a user move from the HR Department to the General Manager’s office some months ago. Her information was updated in the Admin Portal through our connection to AD. But no one’s mobile apps have her new extension, title, or department.

Clearing cache in the RingCentral app settings didn’t do anything for my Android phone. The only fix that has worked is to sign out of the RingCentral app and sign back in.

I can create a web support ticket if needed.

mobile

R

robchosen1

The First Step

Any update on your end? Signing out and signing back into the mobile app was the “solution” that RC’s tech support provided me. This was also brought up by another customer in a suggestion - https://ideas.ringcentral.com/forums/958493-phone-messaging/suggestions/51155101-automatic-synchronization-for-company-directory-to.

Mary-Community_Moderator

Community Manager

Hi @robchosen1,

You may want to try these troubleshooting steps below:

1. Force a Manual Contact Sync

In the mobile app, you can manually trigger a pull from the cloud directory without logging out:

Open the RingCentral Mobile App.
Tap your profile picture/avatar in the top-left corner.
Select Contacts (or go to Settings > Contacts).
Tap Directory and pull down on the screen to force a refresh, or toggle Company Directory off and back on.

2. Reset App Data (Android) / Reinstall (iOS)

Since clearing the cache inside the app didn't work on Android, a full local data clear often resets the directory database without needing to log back in depending on your OS configuration:

Android: Go to your device Settings > Apps > RingCentral > Storage > tap Clear Data (not just Clear Cache).
iOS: Since iOS manages local app databases strictly, offloading or reinstalling the app is usually required if the manual refresh doesn't trigger.

R

robchosen1

The First Step

I tried to follow your steps to force a manual contact sync and I get stopped at step 3. I only see “Calendars and contacts”. I don’t see anything regarding the RingCentral company directory there. I have an Android phone (Samsung Galaxy) and the app was recently updated on 9/5. Please advise. Thanks.

1. Force a Manual Contact Sync

2. Reset App Data (Android) / Reinstall (iOS)

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