Softphone Login Problems & Quick Fixes

Most Common Softphone Login Errors

Error 401 — Unauthorized

This is the most common error. It means your username or password is incorrect.

Fix:

1. Log into your HexaVoice dashboard
2. Go to SIP Trunks → Your Trunk → View Credentials
3. Copy the exact Username and Password (they are case-sensitive)
4. Re-enter them in your softphone — do NOT copy-paste from PDF, type them manually

Error 403 — Forbidden

Your IP address may be blocked, or your account may be restricted.

Fix:

1. Check if your IP is whitelisted in HexaVoice dashboard → Settings → IP Whitelist
2. Add your current IP address
3. If using dynamic IP, consider using STUN or enabling "Allow All IPs" (not recommended for production)

Error 408 — Request Timeout / No Response

Your softphone cannot reach the SIP server.

Fix:

1. Verify SIP Server address: sip.hexavoice.net
2. Check port: 5060 (UDP) or 5061 (TLS)
3. Test your internet connection
4. Check firewall — UDP port 5060 and RTP ports 10000-20000 must be open

Error 503 — Service Unavailable

Temporary server issue or your account is suspended.

Fix:

1. Check HexaVoice status page
2. Verify your account balance — zero balance will cause 503
3. Contact support if issue persists

Checklist Before Contacting Support

• [ ] SIP server address is correct: sip.hexavoice.net
• [ ] Port is correct: 5060 UDP or 5061 TLS
• [ ] Username and password copied exactly (case-sensitive)
• [ ] Account has positive balance
• [ ] IP is whitelisted (if IP whitelist is enabled)
• [ ] Firewall allows UDP 5060 and RTP 10000-20000

Still Stuck?

Contact HexaVoice support at [email protected] with:

• Your SIP username
• The exact error message / error code
• Your public IP address
• Softphone app name and version