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Call quality issues
Check your internet connection
VoIP calls require a stable internet connection with at least 100 Kbps upload and download per concurrent call. Test your connection speed and switch to a wired connection if you are on Wi-Fi.
Close bandwidth-heavy applications
Video streaming, large file downloads, and other VoIP calls on the same network can degrade call quality. Close unnecessary applications during calls.
Use a headset
Built-in laptop microphones and speakers often cause echo and feedback. Use a dedicated headset with a microphone for the best audio quality.
If call quality issues affect all users in your sub-account, the problem may be network-wide. Contact your internet service provider or network administrator to check for bandwidth throttling or packet loss.
Missed calls and inbound call failures
| Issue | Cause | Fix |
|---|---|---|
| Calls go straight to voicemail | No users available or ring timeout too short | Increase the ring timeout in Settings > Phone Numbers > Call Settings |
| Inbound calls not ringing | Call routing not configured | Assign the phone number to a user or ring group in phone number settings |
| Calls ring but no audio | Browser microphone blocked | Grant microphone access in your browser settings |
| Caller hears a busy signal | All users in the ring group are on calls | Add more users to the ring group or enable call queuing |
Voicemail issues
Verify voicemail is enabled
Navigate to Settings > Phone Numbers, select the number, and confirm that Voicemail is toggled on.
Check the voicemail greeting
If your voicemail greeting is not playing, re-upload or re-record it in the voicemail settings. Ensure the audio file is in MP3 or WAV format and under 5 MB.
Confirm notification settings
Go to Settings > Notifications and ensure voicemail notifications are enabled. You can receive notifications via email, in-app, or both.
Caller ID issues
Set the outbound caller ID
Navigate to Settings > Phone Numbers and select the number used for outbound calls. Set the Caller ID to display either your business number or business name.
Register your caller ID
Unregistered caller IDs may show as “Unknown” or “Spam Likely” on recipients’ phones. Register your number with free caller registry services and with major carriers.
Call forwarding failures
| Issue | Cause | Fix |
|---|---|---|
| Forwarded calls not reaching the destination | Forwarding number is incorrect | Verify the destination number in Settings > Phone Numbers > Call Forwarding |
| Forwarded calls drop immediately | Destination number rejects forwarded calls | Test the destination number directly and check if it blocks unknown callers |
| Forwarding delay is too long | Ring timeout set too high before forwarding | Reduce the ring timeout so calls forward faster |
| Caller hears ringing but no one answers | Destination phone is off or out of range | Set up a fallback number or voicemail for when forwarding fails |
Twilio integration and phone number registration
Verify your Twilio account balance
Log into your Twilio console and check your account balance. If the balance is zero or negative, all calls and SMS will fail until you add funds.
Check Twilio service status
Visit the Twilio status page to confirm there are no active incidents affecting voice services in your region.
Register for A2P 10DLC (US numbers)
US phone numbers require A2P 10DLC registration for business messaging and calling. Navigate to Settings > Phone Numbers > Compliance and complete the registration form.
A2P 10DLC registration is required by US carriers for all business phone numbers. Without registration, your calls and texts may be blocked or filtered. Registration typically takes 1–5 business days.
FAQs
Why do my outbound calls show a different number than expected?
Why do my outbound calls show a different number than expected?
Check the outbound caller ID setting for the user or phone number in Settings > Phone Numbers. Each user can have a different outbound caller ID assigned. Ensure the correct number is selected.
Can I use my existing phone number with Hoop?
Can I use my existing phone number with Hoop?
Yes, you can port your existing number to Hoop. Go to Settings > Phone Numbers > Port Number and follow the steps. Porting typically takes 1–3 weeks depending on the carrier.
Why are my international calls failing?
Why are my international calls failing?
International calling must be enabled in your Twilio account settings. Additionally, some countries require geographic permissions to be explicitly enabled. Check Twilio’s geographic permissions in your console.