If you’re missing incoming calls on CallHippo, follow the steps below to quickly find and fix the issue.

Quick Checks (Do These First)

Before checking 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 (Common Miss)

  • Incoming calls work only when the CallHippo Dialer is open
  • Being logged into the dashboard alone is not enough
  • Ensure you’re logged into the dialer and it’s active

Number & User Setup

  • Go to Numbers / DID and confirm the number is active
  • Check that the number is assigned to:

  • You, or

  • A team that includes you

  • In User Settings, make sure Restrict Incoming Calls is turned off

Business Hours & Time Zone

  • Check the number’s business hours
  • If set to Always Closed or Custom, calls outside those hours won’t come through
  • Confirm the correct time zone is selected

Call Routing & 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 & 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 aren’t working, contact us at [email protected] with:

  • The affected number
  • Date and time of the issue
  • Any observations from the steps above

We’ll take it from there.