Troubleshooting Steps for Outgoing Calls Not Working on the Web Dialer

If outgoing calls are not working on the CallHippo web dialer, this guide helps you identify and fix the issue. Start with the basic checks, then jump to the scenario that matches what you are seeing.

Before you begin

Confirm the following quick checks first:

• You have a stable internet connection.
• You are not using a VPN or ad blocker.
• No browser extensions related to calling or voice transfer are enabled.

Case 1: An error message is displayed

Find the message you are seeing below and follow the matching fix.

“You haven’t been assigned any number”

• Make sure the admin or owner has assigned at least one phone number to your user.
• Refer to the number allocation guide for details.

“To start making calls, please purchase a number”

• Confirm your account has at least one active number.
• Refer to the How to Add a Number guide.

“Address verification for the number is pending”

• Required documents may still be under verification.
• Check whether documents were submitted during the number purchase.
• Review your registered email for updates from CallHippo.
• Upload documents from Number Settings if they were not submitted earlier.
• Verification usually takes 24 to 48 business hours.

“Please make sure your microphone permissions are properly enabled”

• Allow microphone access in both your browser and system settings.
• Refer to the microphone troubleshooting article for detailed steps.

“You have insufficient credits”

• The destination country may not be covered under free calling.
• Check whether your plan includes the country you are dialing.
• Add calling credits if required.
• If the country is included, verify whether your free minutes are exhausted.
• Free minutes reset on your billing cycle date.

“To make an outgoing call, please change your status to available”

• Check your status at the top of the dialer.
• Change it to Available before making the call.

“The dialed number might be invalid”

• Use the correct international format, for example +1XXXXXXXXXX.
• Verify the country code and digit length.

“You are out of your shift timing”

• You may be calling outside your assigned shift hours.
• Check whether the shift is set to Always Closed or has custom hours.
• Confirm the correct time zone is applied.

“You are not allowed to make outgoing calls to this country”

• The destination country may be restricted due to fraud-risk policies.
• Most businesses do not require access to these destinations.
• If you need it enabled, contact support at [email protected].

Case 2: No error message is displayed

This covers issues such as no sound from the dialer, the dialer not responding, calls getting auto-dropped, or calls not connecting.

Step 1: Check whether call logs are being generated.

If call logs are not generated, try each of these:

• Switch your internet connection (Wi-Fi to mobile data or vice versa).
• Hard refresh the dialer (Ctrl + Shift + R).
• Log out and log back in.
• Try a different browser.
• Use an incognito or private window.
• Clear browser cache, cookies, and history.
• Try calling from a different device or system.

If call logs are generated but calls do not connect:

1. Check whether the issue is user-specific. Ask a teammate to place a call; if others can call, the issue may be limited to your user.
2. Test multiple numbers by calling three or four different numbers in the same country.
3. Check whether the issue is country-specific by calling numbers in other countries.
4. Use a different allocated number, if available, to determine whether the issue is tied to a specific number.

Still need help?

If the issue continues after these steps, contact [email protected] and share:

• The number used for calling
• The date and time of the issue
• The error message, if any
• The steps you have already tried