# Can't make outgoing calls > Fix calls that fail, beep or won't connect when you dial out. - URL: https://kb.voipcloud.online/troubleshooting/cannot-make-outbound-calls/ - Section: Troubleshooting - Type: troubleshooting - Applies to: All countries - Last reviewed: 2026-11-09 ## Symptom You dial a number and the call fails: you hear short beeps or a busy tone, see an error, or the call ends before it rings. Incoming calls may still work. **On a free trial?** If your account is new, check this first. Until your identity is verified, you can only call users inside your own phone system. After verification, trial calls end after 1 minute, outgoing calls stop when the $2 trial credit is used up, and international, special and virtual mobile numbers can't be called. Activate your account to remove these limits. See [Your free trial](https://kb.voipcloud.online/getting-started/free-trial/). ## Quick checks 1. **Does it fail for every number, or only some?** If only international or premium numbers fail, see [International calls blocked](https://kb.voipcloud.online/troubleshooting/international-calls-blocked/). 2. **Does it fail for every user?** If yes, check your balance and account status first (cause 2). 3. **Look at the call in Reports.** Open **Reports** › **Call history** and find the call. The **Terminate cause** column shows how it ended. See [Call history](https://kb.voipcloud.online/reports/call-history/). ## Likely causes and fixes ### 1. The user has no call plan, or can't make outgoing calls A user needs a call plan to make outgoing calls. **Fix:** - Go to **Services** › **PBX licences** and check the user's **Call plan**. Choose one if it's empty. - Open the [User](https://kb.voipcloud.online/pbx/accept-make-divert/user/) on the **PBX** tab and check **Do not allow outgoing calls** is off. - Click **Apply configuration** after any change. For calls through a [SIP trunk](https://kb.voipcloud.online/pbx/accept-make-divert/sip-trunk/), the trunk needs its own **SIP trunk call plan**. ### 2. Low balance or a suspended account Prepaid accounts need enough balance to make calls. Postpaid accounts can be suspended for an overdue invoice. **Fix:** open **Billing** › **Home** and check your **Balance** and **Current status**. Top up or pay any open invoice. See [Account suspended or low balance](https://kb.voipcloud.online/troubleshooting/account-suspended-or-low-balance/). ### 3. The device is offline or not signed in A desk phone or softphone that isn't registered can't dial out. **Fix:** check the device shows **Online** in **PBX** › **Devices**. If not, see [Device offline](https://kb.voipcloud.online/troubleshooting/device-offline/). ### 4. The Webphone can't use your microphone In the Webphone, a call that ends straight away with short beeps usually means the browser or app has no access to the microphone. **Fix:** allow microphone access for the Webphone in your browser or computer settings, then try again. See [Webphone troubleshooting](https://kb.voipcloud.online/phones-and-apps/webphone/webphone-troubleshooting/). ### 5. The number is dialled in the wrong format - Dial the full number with the area code, unless your [dial plan](https://kb.voipcloud.online/pbx/settings/dial-plans/) adds it for you. - A softphone showing error **404 Not Found** usually means the number doesn't exist or was mistyped. Try the same number from a mobile. **Australia only:** With a dial plan such as **Australia - NSW, ACT (02)**, you can dial an 8-digit local number and the area code is added automatically. Without one, include the area code. ### 6. The destination is blocked or has no rate Calls to some international and high-risk destinations are blocked to protect you from fraud. **Fix:** see [International calls blocked](https://kb.voipcloud.online/troubleshooting/international-calls-blocked/). To check what a call costs on the user's call plan, use **Billing** › **Rates search**. See [Check call rates](https://kb.voipcloud.online/billing/check-call-rates/). ### 7. The phone's network settings If a desk phone is online but outgoing calls fail, your router may be interfering with call signalling. **Fix:** - Make sure the phone's transport matches the **Transport protocol** in the device's SIP credentials in **PBX** › **Devices**. - Turn off SIP ALG on your router. See [Network requirements](https://kb.voipcloud.online/getting-started/network-requirements/). - On a Yealink phone, see [Yealink common issues](https://kb.voipcloud.online/phones-and-apps/yealink/yealink-common-issues/). - A softphone showing **488 Not Acceptable Here** has no matching audio codec. Allow the codecs listed under **Supported audio codecs** in the device's SIP credentials. See [Softphone errors](https://kb.voipcloud.online/phones-and-apps/softphones/softphone-errors/). ### 8. Calls go out but show the wrong number That's a caller ID problem. See [Caller ID wrong or anonymous](https://kb.voipcloud.online/troubleshooting/caller-id-wrong-or-anonymous/). ## When to contact support [Create a support ticket](https://kb.voipcloud.online/support/support-tickets/) with: - the number you dialled and the user or device you called from; - the date and time of a failed call (with your time zone); - what you heard or saw, including any error code on the phone; - the device type (Webphone browser, desktop app, mobile app, desk phone model or softphone); - whether other users or other numbers work.