If calls aren’t coming through, won’t connect, or have audio problems, work through the checks below. Most call issues come down to browser permissions, routing configuration, or call forwarding setup.
If inbound calls go straight to voicemail without ringing anyone:
Go to Phone Settings → Routing for the phone number being called
Make sure at least one routing step exists with team members assigned
Confirm the ring duration is long enough — if each step is set to 5 seconds, the call may advance to voicemail before anyone can pick up
Check that the team members in your routing steps are still active users (not deactivated)
See Setting Up Call Routing for a full walkthrough.
If calls are ringing in Hello Hotel but you’re not seeing or hearing them:
Make sure Hello Hotel is open in your browser (calls only ring when the app is open)
Check that your browser has permission to show notifications — look for the bell or lock icon in the address bar
Confirm your computer isn’t in Do Not Disturb mode
Try a different browser to rule out browser-specific issues
If you’re relying on forwarding to receive calls on your personal phone:
Go to Phone Settings → Routing and confirm your personal number is listed in a routing step with forwarding enabled
Make sure your personal number is verified — unverified numbers can’t receive forwarded calls (see Verifying Your Phone Number)
Check that your personal phone isn’t sending Hello Hotel’s number to voicemail or blocking it as spam
Remember: when a forwarded call rings your cell, you need to press 1 to accept (if your admin has this setting enabled). If you just pick up and say hello, the call may not connect
If you have a calling tree (phone menu) enabled, callers must press a key before the call routes to your team. If the caller hangs up during the menu, no one gets rung.
Test your own number by calling it from a personal phone
Listen to the greeting and press an option to make sure it routes correctly
If the greeting is too long, callers may hang up before reaching your team
Start here. Hover over the softphone in the bottom-left corner of the app — you’ll see controls for audio output, microphone input, and volume. Click Audio Setup to test your speaker and microphone directly inside Hello Hotel. If your devices aren’t detected or the test fails, the issue is with your hardware or browser permissions (see below).
Hello Hotel makes calls through your browser, so it needs microphone access:
Look for a microphone icon in your browser’s address bar — click it and make sure it’s set to “Allow”
On the first call attempt, your browser will prompt for microphone permission. If you dismissed or blocked it, you’ll need to reset it in browser settings
If the Audio Setup test in the app can’t detect a microphone, this is almost always the cause
Voice calls need a stable connection. If calls are dropping or not connecting:
Test your connection speed — calls need at least 1 Mbps up and down
Switch from Wi-Fi to a wired connection if possible
Close bandwidth-heavy applications (video calls, large downloads) during calls
If you’re on a VPN, try disconnecting it — some VPNs add enough latency to break voice calls
Go to Settings → Phone Numbers and confirm the number you’re calling from shows as active
If your number was recently ported or provisioned, it may take up to 24 hours to become fully operational
If you’re calling from the Hello Hotel mobile app, a few extra checks apply:
Calling reliability improvements ship regularly. Open the App Store and make sure you’re on the latest version — many older-version call issues are already fixed in the current release.
On a weak signal, or when your phone is switching between Wi-Fi and cellular, call setup can take a few extra seconds. Watch for the “Trying to connect” indicator — that means the app is working on it. If you can, stay on one network (either Wi-Fi or cellular) while placing a call rather than moving between coverage areas mid-setup.
If the app suddenly won’t place calls — the call button doesn’t respond or a call won’t start:
Wait about 30 seconds and try again; the app recovers on its own
Or close the app fully (swipe it away from the app switcher) and reopen it
You do not need to delete and reinstall the app
If this happens repeatedly, let us know — include roughly what time it happened and what you were doing, so we can trace the calls in our logs.
If calls connect but you can’t hear the other person (or they can’t hear you):
Run Audio Setup first. Hover over the softphone in the bottom-left corner and click Audio Setup. Test your speaker and microphone there — this will tell you immediately if the right devices are selected and working.
Check your device selection. The softphone controls let you switch between audio output devices and microphone inputs. Make sure the correct headset, speaker, or mic is selected — especially if you’ve recently plugged in or unplugged a device.
Check for hardware issues. Try a different headset or use your computer’s built-in speakers/mic to rule out a hardware problem.
Check other browser tabs. If another tab is using your microphone (a video call, a voice recorder), it may be blocking Hello Hotel from accessing it.
Refresh the page. Sometimes a browser tab loses its audio connection. A refresh usually fixes it.
If you’ve worked through all the checks above and calls still aren’t functioning:
Check status.hellohotel.co — if there’s a service issue on our end, it will show there, and you can skip the rest of this list while we fix it
Note the specific symptoms — is it inbound only, outbound only, or both? Audio issues or no connection at all?
Note the time the issue occurred and the phone numbers involved
Reach out to our support team at [email protected] or use the chat widget in the app — we can check the call logs on our end and help you pinpoint the issue.
