Getting started, fixing issues, and everything in between, for every Schonell interphone still in service. Repairs and replacement parts remain available for every system. Can’t find your answer? Contact us and a representative will assist you.
How the Schonell interphone works, and what you need to get started.
A smart intercom system that lets visitors call you from the entrance, and you answer on your smartphone or phone. You can see and talk to visitors, open doors remotely, and receive calls anywhere.
A visitor enters your unit number. Your phone or app rings, you answer and speak, then tap to open the door.
Download the Schonell App, create an account, and submit your App ID to your building management for activation.
A smartphone (iOS or Android), an internet connection, and a registered App ID.
Yes, multiple smartphones, mobile numbers, and landlines can all receive your calls.
No, but you must stay logged in, enable notifications, and allow background activity.
No. Numbers are securely masked, visitors and even security personnel only ever see your unit number.
Yes. Calls forward automatically to up to four numbers until someone answers; forwarding stops the moment a call is picked up.
Optional. You can open doors using the app; cards remain available where your estate uses them.
Your building management handles App ID activation, phone number programming, and call routing.
Yes. Calls are securely routed and your personal details are never exposed.
Work through these before contacting support, they resolve the vast majority of reports.
Most likely no power or no internet. Check the power supply to the panel and its network connection; a power-cycle restart often resolves it.
Common causes: logged out of the app (auto-logout after inactivity), App ID not registered, no internet, or notifications disabled. Log back in, enable notifications, disable battery saving so the app can run in the background, and update or reinstall the app.
Ensure you’re logged in, enable notifications in your phone settings, allow background activity (disable battery optimisation), update the app, and restart your phone.
Affecting only your unit: likely a programming issue. Contact building management to check the numbers assigned to your unit. Affecting all users: likely a telco, server or network issue.
Usually a connection, wiring or relay issue with the door lock. Contact your building management or authorised distributor, please don’t attempt repairs yourself.
Almost always a weak or unstable internet connection or mobile signal. Switch to stable Wi-Fi or 4G/5G and restart the app.
Use “Forgot Password” on the login screen, follow the reset instructions sent by email, and log in again.
Only your unit affected → programming issue. Multiple units affected → network or system issue. Entire building down → power, server, or telco issue.
Your App ID, unit number, phone model, and a short description of the issue, this lets us diagnose most problems on the first reply.
Known issues and fixes for each panel. When in doubt, never attempt repairs yourself. Contact your authorised distributor.
The system is most likely out of call credits. Residents should inform building management; management can check the account’s call credits on the cloud panel.
If it affects all users, it’s almost certainly internet connectivity, a network firewall can block the panel. The device should show ONLINE in its admin web panel. If only one user is affected, the issue is likely their device or app.
Audio call: press 1 for door 1, 2 for door 2, or 3 for all doors. Video call in the app: tap the green unlock button.
Each panel has its own dedicated DID number, automatically provided and unique to your panel. Save it in your phonebook to recognise calls; incoming calls are free on virtually all phone plans.
The panel can’t find an internet connection. Check the network (and any firewall), verify the panel’s status on the management panel, then power-cycle it.
This means the panel has power but no internet, the two are separate. It’s almost always your internet being down, usually a router or connection fault. Check that your router is powered on and working, confirm other devices can get online, then power-cycle both the router and the panel. If the internet is down for the whole building, contact your internet provider or building management.
Usually power or connectivity. Check wired connections (they can loosen over time), reboot, and confirm internet is available. If it persists, contact your authorised distributor.
If only you are affected, it’s likely your phone’s app, see the troubleshooting above. If everyone is affected, check the broadband router and the panel’s internet connection; audio runs on a separate telephony system, which is why it keeps working.
Video calls: press the green on-screen button. Audio calls: press 1# on your keypad. If neither works, restart the power supply and check the relay wiring to the lock, then contact your distributor.
That unit has no number programmed. Ask building management to program it; if the problem persists, contact your authorised distributor.
This is a telephone-line connectivity issue. Check for loose wired connections. If it persists, contact your authorised distributor.
A configuration issue: call talk-time is set too low. Ask building management to program audio talk-time to at least 30 seconds.
The panel verifies your caller ID before granting access, first confirm caller ID service is active on the interphone’s telephone line. If it is, contact your distributor.
Check whether you’ve blocked the interphone’s number on your phone, the most common cause for new users.
A faulty handset. Contact us for a replacement, it ships to you and plugs straight into the panel’s audio jack.
The unit has no number programmed, or the telephone line has a connectivity issue. Check wired connections and ask building management to verify programming; then contact your distributor.
Send us your App ID, unit number, phone model and a short description of the issue, we’ll take it from there.
Contact support