KEYPAD Tone input won't work while recording

[Eugene]

Hi. I have just subscribed to Truecaller Premium, and when call a number where I had to input a Keypad option to be put through to , the keypad does not respond. I find that calls which I am not recording, the keypad then works. Please advise.

[Eugene]

Thank You

[Vinutha]

20 hours ago, Eugene said:

Hi. I have just subscribed to Truecaller Premium, and when call a number where I had to input a Keypad option to be put through to , the keypad does not respond. I find that calls which I am not recording, the keypad then works. Please advise.

Hey Eugene, could you let us know which device you're using? Android or iOS?

[Eugene]

Hi Vinutha.

It is Android (Version 12)

My phone is a Galaxy Note 10+. 

Thank you for responding. 

[Vinutha]

14 hours ago, Eugene said:

Hi Vinutha.

It is Android (Version 12)

My phone is a Galaxy Note 10+. 

Thank you for responding. 

Hey Eugene, Thanks for sharing the information. Could you please DM me the screen recording of the issue? It will make it easier for us to rectify the problem.

[Eugene]

Hi Vinutha

There is no screen recording. When I call a number and it takes me to where I have to enter a choice on my keypad (ie  press 1 for Switchboard, press 2....)  the keypad does not respond. 

If I switch off call recording, then my keypad allows me to respond). 

[Eugene]

30 minutes ago, Eugene said:

Hi Vinutha

There is no screen recording. When I call a number and it takes me to where I have to enter a choice on my keypad (ie  press 1 for Switchboard, press 2....)  the keypad does not respond. 

If I switch off call recording, then my keypad allows me to respond). 

It is the Dual tone multi frequency (DTMF) on the keypad that does not work when call recorder is recording.

[Mayur]

23 hours ago, Eugene said:

It is the Dual tone multi frequency (DTMF) on the keypad that does not work when call recorder is recording.

Could you please provide me with your User ID? You can find it by following these steps:
1. Tap on the three dots.
2. Go to Settings.
3. Tap on About.
4. Share a screenshot of the About page.

[Eugene]

[Mayur]

Thanks for sharing the details, we are investigating this we will get back to you asap.

[Eugene]

Hello Mayur

Any update on this issue as yet ?

[Mayur]

Hi Eugene, the team is currently looking into it meanwhile can you please help us with a screen recording which highlights the error that you are getting so that we can try to recreate it from our end.

[Eugene]

Hi Mayur

I did explain this earlier in the post....

There is no screen recording. When I call a number and it takes me to where I have to enter a choice on my keypad (ie  press 1 for Switchboard, press 2....)  the keypad does not respond. 

If I switch off call recording, then my keypad allows me to respond). 

To recreate if just dial a number which has a Switchboard asking you to input a DTMF number via the keypad (ie. Press 1 for...., Press 2 for ......)

[Mayur]

Thanks Eugene for the detailed information we have passed this to the concerned team we will get back to you asap.

[Eugene]

Thank You, Mayur.

[Eugene]

On 5/28/2024 at 12:23 PM, Mayur said:

Thanks Eugene for the detailed information we have passed this to the concerned team we will get back to you asap.

Hi Mayur. Is these any answer as yet ?

[Mayur]

21 hours ago, Eugene said:

Hi Mayur. Is these any answer as yet ?

The team is currently trying to fix this issue it is taking a bit longer than expected however please be rest assured this will be fixed soon.