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Failed to register phone your number. Please check your network connection and try again.

Forum|Forum|2 years ago
March 21, 2023
29 replies
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Got stuck in a loop trying to connect my phone contacts. Got my phone number wrong and the captcha checks also. Probably attempted too many times. Now when I try and get an SMS sent to me to register my phone. I get the following message and can go no further.

"Failed to register phone your number. Please check your network connection and try again."

Tried rebooting etc etc. No joy. Any help appreciated...

Best answer by hello_world

I was recently notified of this thread and the ongoing issue as a result of registration failure. In order for the Zoom engineering team to identify the issue and provide a resolution, a Zoom Problem report submission is needed. I have tested this on an Apple device with all requested permissions during installation enabled except for Face ID. Visual and Audio captchas are not matching as already mentioned by other users. When you enter the incorrect captcha or phone number, therein the problem occurs. Any attempt to register will fail even if you sign out of the app or when you uninstall it completely. There is no workaround and replication is easy but it will cause your device to fail registration EVEN if you were successful before. In my case, it worked the first time and after following the steps done by other users (wrong phone number, incorrect captcha response) - even doing the correct method fails to register my number.

I will be adding the replication confirmation steps to our engineering team with my submitted report. If you have a Zoom account, I encourage you to open a Support ticket and submit a Zoom Problem report from your App.

I will be working on this internally to ensure a solution is found, your assistance in submitting tickets and reports will help us in identifying the issue faster with a bigger data sample to analyze.

Show previous replies

A

amirbabikir

Newcomer

Hi, I have the same issue. I downloaded zoom app into my iPhone.
Opened the app and selected Contacts then selected "Connect Phone Contacts"
It displayed my country "Canada" and I entered my phone number (chatr company) and pressed Continue.
it asked for the captcha. which I typed exactly as displayed, it gave me an error "Failed to register phone number, please retry"
Still not able to connect my contacts after many tries using the displayed captcha or entering the number from the audio.
Looks like a bug, simply.

R

rn-zm

Community Manager

Hello @amirbabikir @Sharmer @TwistedTrekkie6 @Lightyears61 @Daxter and everyone else in this thread!

Excellent news! This issue has been escalated to our engineering team for further investigation; please stay tuned for an update and our findings as soon as I have more information.

Thanks!

L

Lk12345

Newcomer

Having the exact same issue on two different iPhones. Can’t even schedule one meeting. This whole thread and how long it took for someone to understand the issue is disturbing.

C

Crlvr

Newcomer

I am having the same problem and have tried to get it to work for two days.

K

Kai1992

Newcomer

Am having the same problem first time on zoom and problems all will delete if i cant add number whats the point i have a meeting today and they cant get hold of me ... very frustrating . id rather use good old skype Or even Discord is more reliable .

R

rn-zm

Community Manager

Hi @Sharmer @amirbabikir @Cjenk114 @Kai1992 @Crlvr and everyone else on this thread. Following some troubleshooting finds, we wondered upon checking any Full device management on the device also known as MDM.

Before checking; please note you maybe either have a designated IT team or YOU are the one that manages the device, profiles, restrictions, etc; therefore, please double-check before going forward.

Please note, this is a user by user basis, therefore; one user on this thread may have their device enrolled in a company-owned devices policy or device management on personal-owned devices enrolled for specific apps (in this case Zoom application).

NON-IT users

With that being said, on this thread it looks like this is happening on both Android and iPhone (both having cellular capabilities). TO CHECK if you have Full Device management (MDM) installed on the device and to remove these restrictions you can do the following for Android and iPhone:

Android - advise to look into Full device management and before configuring your settings

Select "Security" from the Settings menu.
Scroll down and tap "Device administrators".
Ensure that "Android Device Manager" is unchecked

iPhone - please look into Device management profiles before configuring your settings

Go to iPhone/iPad settings > General and scroll down to find VPN & Device Management.
Tap on VPN & Device Management > MDM Profile > Remove Management.
You will be prompted to enter your login information or passcode to remove MDM.
Enter your credentials and remove the MDM profile from your iPad/iPhone.

Finally, please re-test to see if you're able to verify your number in phone contacts matching after removing MDM if enrolled?

IT Users

iOS

Remove the following "Use Managed Open In restrictions (iOS and iPadOS):" restrictions as the managed app cannot read the local contact app due to MDM policy.

Distribute Managed Apps to Apple devices

Android

For Android App configuration policies for Microsoft Intune

Finally, please re-test with your IT team to see if you're able to verify your number in phone contacts matching after removing MDM.

I hope this information is useful, and please let me know what you discover after troubleshooting! Please also let me know if your device is not managed by you or your company so that I can look into additional troubleshooting steps. Thanks!

V

vmih

Newcomer

This unfortunately does not fix the issue. The Only Device administrator that I had on my Pixel 7 was Find My Device. Tried disabling it, it did not fix the issue.

I

IhateZoomalot

Newcomer

Wow! All these users have perfectly described the problem, but no one at Zoom seems to be able to comprehend the issue! I have tried to register my phone number on the Apple Zoom app and my husband has tried on the Android app. Both of us get "Failed to register your phone number. Please check your network connection and try again". The network connection is, of course, just fine. Pathetic.

hello_worldAnswer

Community Champion | Employee

I was recently notified of this thread and the ongoing issue as a result of registration failure. In order for the Zoom engineering team to identify the issue and provide a resolution, a Zoom Problem report submission is needed. I have tested this on an Apple device with all requested permissions during installation enabled except for Face ID. Visual and Audio captchas are not matching as already mentioned by other users. When you enter the incorrect captcha or phone number, therein the problem occurs. Any attempt to register will fail even if you sign out of the app or when you uninstall it completely. There is no workaround and replication is easy but it will cause your device to fail registration EVEN if you were successful before. In my case, it worked the first time and after following the steps done by other users (wrong phone number, incorrect captcha response) - even doing the correct method fails to register my number.

I will be adding the replication confirmation steps to our engineering team with my submitted report. If you have a Zoom account, I encourage you to open a Support ticket and submit a Zoom Problem report from your App.

I will be working on this internally to ensure a solution is found, your assistance in submitting tickets and reports will help us in identifying the issue faster with a bigger data sample to analyze.

E

electriclaser

Newcomer

Are there any updates on this issue? I have the same problem and this is not a solution.

N

notumbo

Newcomer

Same problem, read all the "responses", none of which have solved anything for anyone. The facts:

Android on Pixel 7a. Brand new download of Zoom app. When trying to sync with my contacts, I get stuck on the security check. I put in the captcha or numeric code from the audio, it comes back with "Failed to register your phone number. Please check your network connection and try again." Without this function, I cannot schedule a meeting, as I have no contacts. This is clearly a bug in your app,This is a sad commentary for Zoom. Maybe the Captcha field is wonky, maybe the approach is riddled with wrong thinking, who knows? What we all now know is that WE are stoopid, Zoom knows all. Jesus H, this is a lousy advertizement for your product. I have input the correct number/characters numerous times - same fail every time. I have logged out, logged in repeatedly. This is just stupid. Time to look elsewhere.

hello_world

Community Champion | Employee

I'm sorry that you are also experiencing this inconvenience. The inability to sync using the phone contacts once an incorrect captcha is entered appears to be account related since the behavior follows even when you use a different device. As I have mentioned in my previous response, I am working internally on this to confirm the cause of the issue.

I agree that not having contacts available is indeed an issue, and we offer contact syncing outside of the mobile device, Using calendar and contacts integration is our Help Center article that has other options that for importing contacts if you'd like to give that a try.

L

lala90265

Newcomer

When is this getting fixed? Seems like it has been an issue for weeks now.... Who do we need to contact to fix the CAPTCHA issue???

H

Hoku1

Newcomer

Attn Brandon or anyone at Zoom. I am receiving the same message as many others here -unable to register my cell phone# in order to access contacts to invite to meeting. The written and audio captcha do not work, Have iPhone, latest iOS software, turned on privacy security to allow zoom to access my iPhone contact list. I created a second account but have same issue. Very frustrating….please help me.

H

Hoku1

Newcomer

I am frustrated that Zoom feels this error message is due to the users- either putting in wrong phone number, wrong captchas, bad internet connection, not updating operating system etc. I am changing to WebEx

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