Outbound calls are not connecting

Trying to make an outgoing call and having issues connecting? Are you receiving a “call failed” error? In this guide, we put together all of the possible causes to help you diagnose and resolve.

Possible reasons

Connection issues

As a VOIP phone, OpenPhone requires a strong internet connection, either via WiFi or data, to work properly. If you do not have a reliable connection, it’s possible that you will not be able to make an outbound call. In these cases, we’d recommend to try changing to a different internet source (e.g. WiFi to data or vice versa) or, if using WiFi, reset your router.

It’s also possible that a third-party extension, firewall, or VPN can be blocking your connection, resulting in the above issue. If this is the case, you may want to try disabling to see if that resolves the issue. For more information on using VPNs with OpenPhone, please see this article.

You can easily determine if a connection issue is the source of your problem by checking your call logs on another OpenPhone app. For example, if you are trying to make a call on the iOS app and the call is not going through, then you can check if the failed outgoing call registered on the web or desktop app. If you do not see a history of the call log, then there is a connection issue that is inhibiting you from making a call. If you do see a history of the call log, then the issue is something else.

The destination you are calling is busy or out of service

While we try our best to surface error messages as to why a call may fail, we sometimes don’t receive an error message from the other carrier. In these cases, it’s possible that the number is out of service or temporarily unavailable to receive calls. It’s also possible that the destination has blocked your number.

If you are only having issues in calling some but not all numbers, then it’s likely that the source of the issue is the number that you’re calling. Please check the number and ensure that it is in service before calling again.

Check for any OpenPhone issues

While uncommon, if we have any issues connecting outbound calls to some or all carriers, we will immediately inform you of this issue. You can also see any historic incidents in our status page at status.openphone.co

Escalating to OpenPhone support

If you’ve ruled out the above possible sources of the issue, then please do not hesitate in reaching out to our support team. We’re happy to help investigate what’s going on. Please submit a request here with the following information:

  • 3 or more call examples in which this issue occurred
  • How consistently is this issue occurring (i.e. every call or only some calls)?