If you're facing issues making outgoing calls through CallHippo, this guide will help you identify and resolve the most common problems. Follow the steps below based on your user role.
First and foremost, before proceeding with any troubleshooting, make sure that:
You have a good internet connection.
You are not using any VPN or ad blocker.
You do not have any other browser extensions related to calling or voice transfer enabled.
Case 1: Error message visible
"You haven’t been assigned any number"
Make sure that your account—or your owner/admin account—has assigned at least one phone number to you.
Refer to the number allocations article for more details.
"To start making calls, please purchase a number"
Ensure your account has at least one active number.
Refer to the “How to add number” article for more details.
"Address verification for the number is pending"
This means number verification is pending.
Confirm whether you submitted the required documents during the number purchase process.
Check your registered email for any messages from CallHippo support.
If not submitted earlier, you can upload the documents now from the number settings.
Verification typically takes 24–48 business hours.
"Please make sure your microphone permissions are properly enabled"
Your browser or system may be blocking CallHippo’s access to the microphone, which is necessary for initiating calls.
Check browser settings and ensure microphone access is granted.
Additionally, you can refer to our help article specifically related to microphone issues that you might face.
"You have insufficient credits"
You might be trying to call a country not covered in your free calling benefits.
Check if your current plan includes free calling to the country you're dialing.
If not, you will need to add calling credits to your account to make this call.
If the country is included, verify whether your monthly free minutes have been used up.
Free minutes reset on your billing cycle date.
Also, review the call logs to confirm the country code and ensure you're dialing correctly.
"To make an outgoing call, please change your status to available"
Check your status at the top of the dialer. If it’s anything other than “Available,” update it before initiating a call.
"The dialed number might be invalid"
This indicates issues with the format or country code of the number.
Ensure you're dialing in the proper international format (e.g., +1XXXXXXXXXX for US).
Double-check the number’s digit count for that country
"You are out of your shift timing"
This means you’re trying to make a call outside your assigned shift.
Check if your shift is set to “Always Closed” or if you're outside the custom shift hours.
Ensure the timezone matches your actual working hours.
"You are not allowed to make outgoing calls on this country, contact support for enable calling"
This means the country you're trying to call is part of CallHippo’s restricted list.
This happens when the destination number belongs to a country in the Restricted Outgoing Call Countries list. These countries are blocked due to a high risk of toll fraud (IRSF).
Most businesses typically don’t require calling access to these destinations.
If your business needs access, please contact CallHippo Support by writing to [email protected].
Case 2: No error message visible
If there is no error message visible, and the outgoing calls are not working, such as:
No sound from the dialer
Dialer not responding
Calls getting auto-dropped
Calls are not connecting
In the above-mentioned cases, firstly, we need to check if the call logs are being generated for the call attempts that you're making.
If the call logs are not being generated:
Try changing the internet connection (wifi to mobile data and vice versa), and then make a few test calls to check if the calls are working fine now.
Try hard reloading the dialer by pressing CTRL + SHIFT + R at once when the dialer tab is open, and then try to make calls.
Perform a re-login and then try to make calls.
Try using a different browser to log in to your dialer and then make a few test calls.
Try logging into your dialer using an incognito window of your browser and then make calls.
Try clearing the cookie, cache, and browsing history of the browser that you are using.
If none of the above works, try changing the device or system to make calls and check.
If the call logs are being generated:
If the call logs are being generated for the call attempts that you are making, and the calls are still not being connected, please refer to the steps below to troubleshoot the exact issue and resolve it.
1. Check if the issue is limited to you or affecting multiple users
Ask a teammate to try making outgoing calls.
If others can make calls successfully, the issue may be limited to your user account.
2. Check if the issue is with a specific number or multiple numbers
Attempt calling 3–4 different numbers across the same country.
If only one number fails, the issue may be with that recipient's line.
3. Check if the issue is limited to one country
Try calling numbers in other countries.
If calls to only one country fail, report this to our support team.
4. Try using a different allocated number (if available)
If multiple numbers are assigned to your account, try making the call using a different number.
This helps identify if the issue is tied to a specific number
If the outgoing call issue persists even after troubleshooting all the steps, kindly reach out to the support team via email to [email protected], along with your findings and troubleshooting steps that you have already taken, for further assistance.