# International calls blocked

> Find out why calls to an overseas number fail and how to get them working.

- URL: https://kb.voipcloud.online/troubleshooting/international-calls-blocked/
- Section: Troubleshooting
- Type: troubleshooting
- Applies to: All countries
- Last reviewed: 2026-11-09

## Symptom

Calls to numbers in Australia work, but calls to an overseas number fail, or calls to one country fail while others work.

**On a free trial?** International calls aren't available during the free trial. They work once your account is active. See [Your free trial](https://kb.voipcloud.online/getting-started/free-trial/).

## Quick checks

1. **Do local calls work?** If no calls work at all, see [Can't make outgoing calls](https://kb.voipcloud.online/troubleshooting/cannot-make-outbound-calls/).
2. **Check the number format** (cause 1).
3. **Check the destination** isn't on the high-risk list (cause 2).

## Likely causes and fixes

### 1. The number is dialled in the wrong format

Dial the full international number: the country code, then the number without its leading 0.

**Australia only:**

From Australia, dial **0011**, then the country code and number. For example, for a UK number, dial 0011 44 followed by the number without its leading 0. The built-in Australian [dial plans](https://kb.voipcloud.online/pbx/settings/dial-plans/) also accept the number starting with **+** or with the country code alone, and add 0011 for you.

### 2. The destination is high-risk

Calls to high-risk international destinations are blocked by default. These are countries and services often used in toll fraud, including many African countries, some island territories, satellite networks and international freephone (UIFN) numbers. See [International restrictions](https://kb.voipcloud.online/security/international-restrictions/) for the list.

**Fix:** if you need to call one of these destinations, [create a support ticket](https://kb.voipcloud.online/support/support-tickets/) asking for it to be unblocked. The support team decides case by case after checks, and may ask for identity documents or a deposit.

### 3. The call plan has no rate for the destination

Calls to a destination with no rate on the user's call plan are blocked.

**Fix:** go to **Billing** › **Rates search**, choose the user's **Call plan** and enter the number's prefix in E.164 format (country code first, no 0 or +). If there's no rate, [create a support ticket](https://kb.voipcloud.online/support/support-tickets/) asking for the destination to be added. See [Check call rates](https://kb.voipcloud.online/billing/check-call-rates/).

### 4. Your account blocks international calls

International calling is turned on by default, but your account may have been restricted at your request, for example to protect against fraud. A custom [dial plan](https://kb.voipcloud.online/pbx/settings/dial-plans/) can also change the numbers users dial.

**Fix:** ask your administrator, or [create a support ticket](https://kb.voipcloud.online/support/support-tickets/) to check your account's restrictions. See [International restrictions](https://kb.voipcloud.online/security/international-restrictions/).

### 5. Low balance or credit limit

International calls usually cost more per minute. If a prepaid balance runs out, or a postpaid account reaches its credit limit, calls stop. See [Account suspended or low balance](https://kb.voipcloud.online/troubleshooting/account-suspended-or-low-balance/).

### 6. The other country rejects your caller ID

Some countries restrict which caller IDs can be used on calls into them. For example, from 19 May 2026, third-party Greek fixed numbers (+30 2…) can no longer be used as caller ID for calls to Greece. Try calling with a different **Default caller ID**. See [Caller ID wrong or anonymous](https://kb.voipcloud.online/troubleshooting/caller-id-wrong-or-anonymous/).

## Protect yourself from toll fraud

If you never call overseas, ask the support team to block international calls on your account. Use strong passwords, turn on two-factor authentication, and keep SIP passwords private. See [Two-factor authentication](https://kb.voipcloud.online/security/two-factor-authentication/) and [Spend tools](https://kb.voipcloud.online/security/spend-tools/).

## When to contact support

[Create a support ticket](https://kb.voipcloud.online/support/support-tickets/) with:

- the full number you dialled, exactly as you dialled it;
- the user or device you called from, and the caller ID used;
- the date and time of a failed call (with your time zone);
- what you heard or saw (message, busy tone, error code).