Invalid Extension - after adding a new extension, mobile app users need to re-log in

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  • Updated 4 weeks ago
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Hi RC family,

I have noticed that whenever I add an extension, the end user's mobile app device will need to log out + log back in, in order to dial that extension.

Otherwise, it may say "Invalid Extension - Entered extension is not present in your account's extension. Please check the number and try again"
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Gordon Hu

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Posted 2 months ago

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Saadet - Community Support, Official Rep

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Hey Gordon,

I'm a little confused. When is this message popping up? On the newly created extension's mobile app or an existing extension's?

Do you have an example that you could share?
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FuneralDIR

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I'm having the same thing happen but it's with our call Q's.  I can dial it from all the other apps and the desk phone but not the application.
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Gordon Hu

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RingCentral tech support says it is a product limitation that people will have to re-log in in order to see the new extension, IVR, etc.
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FuneralDIR

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I did restart and it's still not able to dial it.  This ring Q has been setup since we first created the account.  Ironically, it's actually the Helpdesk extension.
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Gordon Hu

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Hey FurneralDIR, did you "log out"?
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FuneralDIR

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Oh yes I meant to say logged out...not restart.  Although I'm doing that now as well.
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FuneralDIR

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Nope still stuck not able to call that extension from the new app.

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Gordon Hu

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I see. sorry mate! you may have to create a support ticket :-)