Troubleshooting Outgoing Calls on the Web Dialer

If outgoing calls are not working on the CallHippo web dialer, follow this quick guide to identify and fix the issue. Start with the basic checks, then move to the relevant scenario below.

Before You Begin (Quick Checks)

Make sure that:

  • 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

“You haven’t been assigned any number”

  • Ensure at least one phone number is assigned to your user by the admin/owner.
  • 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 if documents were submitted during number purchase.
  • Review your registered email for updates from CallHippo.
  • Upload documents from Number Settings if not submitted earlier.
  • Verification usually takes 24–48 business hours.

“Please make sure your microphone permissions are properly enabled”

  • Allow microphone access in 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 if your plan includes the country you’re 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”

  • Ensure the correct international format is used (for example, +1XXXXXXXXXX).
  • Verify the country code and digit length.

“You are out of your shift timing”

  • You may be calling outside assigned shift hours.
  • Check if the shift is set to Always Closed or has custom hours.
  • Confirm the correct timezone 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 required, contact support at [email protected] to request enablement.


Case 2: No Error Message Is Displayed

This includes issues such as:

  • No sound from the dialer
  • Dialer not responding
  • Calls getting auto-dropped
  • Calls not connecting

Step 1: Check Whether Call Logs Are Being Generated

If call logs are not generated:

  • 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/private window
  • Clear browser cache, cookies, and history
  • Try making calls from a different device or system

If call logs are generated but calls don’t connect:

  1.   Check if 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
      Try calling 3–4 different numbers in the same country.
  3.   Check if the issue is country-specific
      Try calling numbers in other countries.
  4.  Use a different allocated number (if available)
     This helps determine if the issue is tied to a specific number.


Still Need Help?

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

  • The number used for calling
  • Date and time of the issue
  • Error message (if any)
  • Steps already tried

Our support team will review the details and assist you further.