If you're experiencing issues receiving incoming calls, follow these troubleshooting steps to quickly identify and resolve the problem.

Preliminary Checks

Before diving into account-specific settings, ensure the following:

  • You have a stable and strong internet connection.

  • You are not using any VPN or ad blocker.

  • You do not have any browser extensions enabled that are related to calling, voice transfer, or network filtering.

Dialer vs Dashboard

Many users confuse the CallHippo Dashboard with the Dialer. To receive or make calls:

  • Ensure the CallHippo Dialer is open and you are logged in.

  • Being logged into the dashboard alone is not sufficient for making or receiving calls.

Number and User Settings

  • Go to the Numbers or DID section and verify that the number you're expecting calls on is marked as active.

  • Check if the number is assigned to the correct user or team.

  • If it is assigned to a team, confirm that your user is included in that team.

  • Go to your user settings and check if the Restrict Incoming Calls option is enabled. If so, disable it to start receiving calls.

Business Hours Configuration

  • Ensure that the correct business hours settings are selected for the number. If business hours are set as ‘always closed’ or ‘custom’, calls outside the defined time window will not come through.

  • Confirm that the correct time zone is selected in the business hours settings.

User Allocation and Call Routing

  • If the number is assigned to multiple users, check whether the Sticky Agent feature is enabled. Sticky Agent routes calls to the last user who interacted with the caller.

  • If the number is assigned to a team, check the cascading order that is selected. For example, calls may be routed sequentially, simultaneously, or based on a custom order.

Country and Plan Compatibility

  • Check if the incoming call is from a country that is included in your plan.

  • If the country is not included, you will need sufficient calling credits in your account to receive the call.

Final Steps

  • Try switching to a different internet connection and make a test call.

  • Log out of the dialer and log back in, then make a test call.

  • Clear your browser's cache, cookies, and browsing history, then restart the browser and try again.

  • Try logging in from another system to check if incoming calls work there. This helps identify if the issue is device-specific.

If you have completed these steps and still face issues with incoming calls, please contact our support team at [email protected] for further assistance.