# Webphone troubleshooting

> Fix common Webphone problems, such as no free Webphone devices, calls that end straight away, and calls that don't ring.

- URL: https://kb.voipcloud.online/phones-and-apps/webphone/webphone-troubleshooting/
- Section: Phones and apps › Webphone
- Type: troubleshooting
- Applies to: All countries
- Last reviewed: 2026-11-09

Find the symptom that matches what you see, then follow the fix.

## "There are not enough device licences." when adding a Webphone

**Cause:** every device licence on the account is already used.

**Fix:** order more in **Services** › **PBX licences**, or click **Order device licences** if the warning offers it. You can also free a licence by deleting a device that's no longer needed. See [Set up the Webphone](https://kb.voipcloud.online/phones-and-apps/webphone/set-up-the-webphone/).

## "Unfortunately, this user does not have any free Webphone devices"

![Blue screen: this user does not have any free Webphone devices](https://kb.voipcloud.online/images/phones-and-apps/webphone/webphone-troubleshooting-no-free-devices.webp)

**Likely causes:**

- The user has no Webphone device of the type they're signing in with. For example, they have **Webphone browser** but are signing in from the desktop app.
- Their **Webphone desktop** or **Webphone mobile** device is already linked to another computer or phone.

In a browser, a user with only desktop or mobile devices sees **Seems like you're trying to log in to the wrong place** instead, with links to the apps.

**Fix:** a PBX administrator opens the user's settings and either adds a Webphone device of the right type (**Webphone browser**, **Webphone desktop** or **Webphone mobile**), or clicks **Unlink** next to the desktop or mobile device that's linked elsewhere. Then click **Save** and **Apply configuration**.

## "No access to the microphone", or the call ends when you dial out

**Cause:** the Webphone can't use your microphone.

**Fix:**

1. Click the padlock (or site information icon) in the address bar.
2. Set **Microphone** to **Allow** and reload the page.
3. If your browser asks for microphone access, click **Allow**.

In the desktop app, check your computer's privacy settings allow the app to use the microphone.

## No pop-up for incoming calls

**Cause:** notifications are blocked by the browser or your computer, or turned off in the Webphone.

**Fix:** turn on **Incoming calls** in Webphone **Settings** › **Notifications**, and allow notifications for the Webphone in your browser and computer. See [Webphone notifications and ringtone](https://kb.voipcloud.online/phones-and-apps/webphone/webphone-notifications-and-ringtone/).

## No ring sound (often in Safari)

**Cause:** the browser blocks sound that plays by itself.

**Fix:** allow auto-play or sound for the Webphone site. See [Webphone notifications and ringtone](https://kb.voipcloud.online/phones-and-apps/webphone/webphone-notifications-and-ringtone/).

## Calls don't reach the Webphone

**Likely causes and fixes:**

- **Do Not Disturb is on.** The status in the top-right corner shows **DND enabled**. Click it to switch back to **Available**. In the mobile app, tap **Available** in **Settings**.
- **The device is turned off for incoming calls.** Check the device's **Incoming calls** switch in **Settings** › **Device management** in the Webphone, or **Device configuration** in the user's PBX settings.
- **You've left the queue or ring group.** Turn it back on under **Services** › **Call controls**.
- **The call flow doesn't reach you.** Your administrator should check that the number is connected to your user and that the configuration was applied.

See [Phone not ringing](https://kb.voipcloud.online/troubleshooting/phone-not-ringing/) for more checks.

## When to contact support

If none of these fixes work, [raise a support ticket](https://kb.voipcloud.online/support/support-tickets/). Say which Webphone version you use (browser, desktop or mobile), the time of a failed call, and the number you called or that called you.