If you are missing incoming calls on CallHippo, work through the checks below to quickly find and fix the cause.
Quick checks (do these first)
Before reviewing account settings, make sure:
- Your internet connection is stable.
- VPNs and ad blockers are turned off.
- No calling or network-related browser extensions are enabled.
Dashboard vs dialer (a common miss)
- Incoming calls work only when the CallHippo Dialer is open.
- Being logged into the dashboard alone is not enough.
- Make sure you are logged into the dialer and it is active.
Number and user setup
- Go to Numbers / DID and confirm the number is active.
- Check that the number is assigned to you, or to a team that includes you.
- In User Settings, make sure Restrict Incoming Calls is turned off.
Business hours and time zone
- Check the number’s business hours.
- If set to Always Closed or Custom, calls outside those hours will not come through.
- Confirm the correct time zone is selected.
Call routing and team settings
- If Sticky Agent is enabled, calls go to the last agent who spoke with the caller.
- For team numbers, verify the call routing order (sequential, simultaneous, or custom).
Country and plan check
- Confirm the caller’s country is included in your plan.
- If not, make sure your account has enough calling credits.
Final quick fixes
- Switch to another internet connection and test.
- Log out of the dialer and log back in.
- Clear browser cache and cookies, then restart the browser.
- Try logging in from another system to rule out device issues.
Still need help?
If incoming calls still are not working, contact [email protected] with:
- The affected number
- The date and time of the issue
- Any observations from the steps above
Still need help? Reach us at [email protected].