--- title: Why isn't the contact directory appearing on my phone? description: Phone contact directory. --- [Skip to content](https://ukdocs.access4.com/why-isnt-the-contact-directory-appearing-on-my-phone#main-content) [![Untitled design-3](https://ukdocs.access4.com/hs-fs/hubfs/Untitled%20design-3.png?width=300&height=60&name=Untitled%20design-3.png)](https://documentation.luminatewholesale.com/?hsLang=en) Open main navigation Close main navigation How Can We Help You? - There are no suggestions because the search field is empty. 1. [Access4 UK Knowledge Base](https://ukdocs.access4.com/?hsLang=en) 2. [PBX](https://ukdocs.access4.com/pbx?hsLang=en) 3. [FAQ](https://ukdocs.access4.com/pbx?hsLang=en#faq) # Why isn't the contact directory appearing on my phone? ## To make the contact directory pull down to your physical phone a few extra steps are required. In summary, the contact directory will only pull down to the handset when a **builder profile** is provisioned for the device. First, in the **domain view** navigate to "Phones". ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Oct-24-2025-04-14-24-6050-PM.png?width=437&height=124&name=image-png-Oct-24-2025-04-14-24-6050-PM.png)   From here, click on the MAC address of the phone you want to add a builder profile to. ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Oct-24-2025-04-15-12-4945-PM.png?width=670&height=215&name=image-png-Oct-24-2025-04-15-12-4945-PM.png)From here you can add any keys you want to the phone, however you don't need to change anything if you don't want to. When done, click the arrow next to "Save" and select "Save and Resync"  **Note:** You can just click save however if you do this the new configuration won't pull down to the phone until it's next reboot/config refresh. ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Oct-24-2025-04-16-58-2101-PM.png?width=558&height=272&name=image-png-Oct-24-2025-04-16-58-2101-PM.png)   You should now see a blue icon in the phones page, this means the configuration has been successfully synced with the phone. ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Oct-24-2025-04-17-53-3623-PM.png?width=670&height=89&name=image-png-Oct-24-2025-04-17-53-3623-PM.png) **IMPORTANT:** If the phone icon is orange, this means that the config has saved successfully but  has not yet been pulled down to the handset. Some handsets can take a couple of minutes to do this, however if your handset does not sync at all this likely indicates an error has occurred during the provisioning process and you may need to reboot or even factory reset the phone. ![](https://ukdocs.access4.com/hs-fs/hubfs/image-png-Oct-24-2025-04-20-02-1008-PM.png?width=268&height=110&name=image-png-Oct-24-2025-04-20-02-1008-PM.png)     - [Videos](https://ukdocs.access4.com/videos?hsLang=en#main-content) - [LMS](https://ukdocs.access4.com/videos?hsLang=en#lms) - [PBX](https://ukdocs.access4.com/pbx?hsLang=en#main-content) - [Auto Attendants](https://ukdocs.access4.com/pbx?hsLang=en#auto-attendants) - [Changelogs/Feature Releases](https://ukdocs.access4.com/pbx?hsLang=en#changelogs-feature-releases) - [Users](https://ukdocs.access4.com/pbx?hsLang=en#users) - [General](https://ukdocs.access4.com/pbx?hsLang=en#general) - [Phone Numbers](https://ukdocs.access4.com/pbx?hsLang=en#phone-numbers) - [Devices](https://ukdocs.access4.com/pbx?hsLang=en#devices) - [CDR & Call History](https://ukdocs.access4.com/pbx?hsLang=en#cdr-call-history) - [Voicemail](https://ukdocs.access4.com/pbx?hsLang=en#voicemail) - [Queues](https://ukdocs.access4.com/pbx?hsLang=en#queues) - [Answering Rules & Time Frames](https://ukdocs.access4.com/pbx?hsLang=en#answering-rules-time-frames) - [Domains](https://ukdocs.access4.com/pbx?hsLang=en#domains) - [FAQ](https://ukdocs.access4.com/pbx?hsLang=en#faq) - [APPLICATIONS](https://ukdocs.access4.com/applications?hsLang=en#main-content) - [Insights](https://ukdocs.access4.com/applications?hsLang=en#insights) - [Web App](https://ukdocs.access4.com/applications?hsLang=en#web-app) - [Mobile App](https://ukdocs.access4.com/applications?hsLang=en#mobile-app) - [HARDWARE](https://ukdocs.access4.com/hardware?hsLang=en#main-content) - [Snom](https://ukdocs.access4.com/hardware?hsLang=en#snom) - [Fanvil](https://ukdocs.access4.com/hardware?hsLang=en#fanvil) - [Grandstream](https://ukdocs.access4.com/hardware?hsLang=en#grandstream) - [General](https://ukdocs.access4.com/hardware?hsLang=en#general) - [Cisco](https://ukdocs.access4.com/hardware?hsLang=en#cisco) - [Polycom](https://ukdocs.access4.com/hardware?hsLang=en#polycom) - [Yealink](https://ukdocs.access4.com/hardware?hsLang=en#yealink) - [Avaya](https://ukdocs.access4.com/hardware?hsLang=en#avaya) - [VOIP & NETWORKING](https://ukdocs.access4.com/voip-networking?hsLang=en#main-content) - [VoIP](https://ukdocs.access4.com/voip-networking?hsLang=en#voip) - [Troubleshooting](https://ukdocs.access4.com/voip-networking?hsLang=en#troubleshooting) - [Routers](https://ukdocs.access4.com/voip-networking?hsLang=en#routers) - [Networking](https://ukdocs.access4.com/voip-networking?hsLang=en#networking) - [ADMIN](https://ukdocs.access4.com/admin?hsLang=en#main-content) - [Onboarding](https://ukdocs.access4.com/admin?hsLang=en#onboarding) - [Support](https://ukdocs.access4.com/admin?hsLang=en#support) - [Billing](https://ukdocs.access4.com/admin?hsLang=en#billing) - [PORTING & NUMBERING](https://ukdocs.access4.com/porting-numbering?hsLang=en#main-content) - [Number Management](https://ukdocs.access4.com/porting-numbering?hsLang=en#number-management) - [Porting](https://ukdocs.access4.com/porting-numbering?hsLang=en#porting) - [ADD ONS](https://ukdocs.access4.com/add-ons?hsLang=en#main-content) - [Vonage SMS](https://ukdocs.access4.com/add-ons?hsLang=en#vonage-sms) - [Teammate - Microsoft Teams Integration](https://ukdocs.access4.com/add-ons?hsLang=en#teammate-microsoft-teams-integration) - [CallCabinet - Advanced Call Recording Analytics](https://ukdocs.access4.com/add-ons?hsLang=en#callcabinet-advanced-call-recording-analytics) - [Datagate - Telecoms Billing Engine](https://ukdocs.access4.com/add-ons?hsLang=en#datagate-telecoms-billing-engine) - [Call Transcription & Sentiment Analysis](https://ukdocs.access4.com/add-ons?hsLang=en#call-transcription-sentiment-analysis) - [Nava - CRM Connector](https://ukdocs.access4.com/add-ons?hsLang=en#nava-crm-connector) - [PromptVoice - Professional Voice Recordings](https://ukdocs.access4.com/add-ons?hsLang=en#promptvoice-professional-voice-recordings) - [COMPLETE TRAINING](https://ukdocs.access4.com/complete-training?hsLang=en#main-content) - [Help Desk](https://ukdocs.access4.com/complete-training?hsLang=en#help-desk) [![Untitled design-3](https://ukdocs.access4.com/hs-fs/hubfs/Untitled%20design-3.png?width=100&height=20&name=Untitled%20design-3.png "Untitled design-3")](http://uk.access4.com) 1 Hardman St, Manchester M3 3EB Copyright © 2025 Access4 UK