Softphone Issues

Update timeline

1. identified Oct 19, 2026, 09:41 PM UTC

   We have identified an issue causing some users to be unable to log in to the Level365 Softphone applications. For desktop applications, please install the newest version by following this link: Softphone for Desktop We are still actively working towards a resolution allowing mobile application logins.

2. identified Oct 20, 2026, 12:28 PM UTC

   We are monitoring an issue causing some users to be unable to log in to the Level365 Softphone applications. We have pushed a new version update to resolve this issue. For desktop applications, please install the newest version by following this link: Softphone for Desktop The new Android version has been released to the Play Store and can now be updated on devices. Apple approval for iOS devices is still pending and we will provide an update once the app is approved.

3. monitoring Oct 20, 2026, 12:28 PM UTC

   A fix has been implemented and we are monitoring the results.

4. monitoring Oct 20, 2026, 02:40 PM UTC

   We have deployed a fix that restores login for all versions of the Level365 Softphone (Desktop and Mobile). To log in, fully close the application and relaunch it. - Desktop (standard install): After relaunching, the app will update to the latest version automatically. - Desktop (MSI install): After relaunching, you can log in on your current version. The new version does not update automatically; your administrator will need to download it and deploy it. - iOS: After relaunching, you can log in on your current version. The updated app will be released as soon as Apple approves it. **Known issue:** SMS is currently not working within the softphone. We are aware of the issue and are working to restore it. SMS is still available from our web app Level365 Web App Desktop downloads are available here: Softphone for Desktop

5. monitoring Oct 21, 2026, 02:37 PM UTC

   iOS: The updated version of the Level365 Softphone is now available on the App Store. SMS: A fix has been implemented, and text messaging is working again within the softphone. Known issues: Duplicate threads: We are currently investigating an issue causing multiple message threads to be created for the same conversation. As a workaround, start a new thread and enter the number using all 11 digits (for example, 13175551234). Previous threads: We are currently investigating importing previous message threads in the softphone applications. All message threads are still accessible in the Level365 Web App.

6. monitoring Oct 22, 2026, 01:13 PM UTC

   We are continuing to investigate issues with SMS text messaging in the Level365 Softphone and will provide a further update as more information becomes available. Known issues: - Duplicate threads: Multiple message threads are being created for the same conversation. As a workaround, start a new thread and enter the number using all 11 digits (for example, 13175551234). - Previous threads: Previous message threads are not importing into the Level365 Softphone applications for some users. All message threads are still accessible in the Level365 Web App.

7. resolved Oct 23, 2026, 04:29 PM UTC

   This incident has been resolved. Login was restored for all versions of the Level365 Softphone in an earlier update, the number formatting issue for text messages has been fixed, and previous message threads have been restored in the softphone. We are still investigating an issue causing some text messages to create multiple threads, and a version update is pending. Going forward, updates will be posted on our Updates Page. If you experience any further issues, please contact our support team at support.level365.com.