Fix problems when you make or receive phone calls

Select your issue and try the steps to fix your problems.

If you have a Google Voice for G Suite account from your work or school, you can't make or receive calls using classic Hangouts. To receive calls, keep voice.google.com open in your browser or install the Google Voice mobile app.

Important: Phone calls in classic Hangouts will be turned off in early 2021.

If you are in the US, you can continue to make phone calls when you upgrade to Google Voice. If you are not in the US or do not want to upgrade to Google Voice, you can continue to use the Hangouts call phones feature for the rest of the year with access to classic Hangouts. You can also request a refund of your eligible calling credit.

Can't make a phone call

  1. Make sure that the telephone number is properly formatted.
    • If you copied and pasted the phone number type the number you want to call.
    • If you are making an international call, select the correct country from the Down arrow. Make sure that you didn’t enter the country code twice.
  2. Check and make sure that your browser lets Hangouts use your microphone.
  3. Refresh your browser.

Can't get a phone call

  1. Make sure you have a Google Voice account and phone number. Google Voice is only available in the U.S.
  2. If you have Google Voice, make sure that the email address you’re using to sign in to Hangouts is the same as your Google Voice account.
  3. Make sure you've turned on ringing for incoming calls.
  4. Check and make sure that your browser lets Hangouts use your microphone.
  5. Refresh your browser.

If you still have problems:

  1. Sign out of the Hangouts app and sign back in. Learn how to sign out.
  2. Visit the Hangouts forum to get help from other people who use Hangouts.

Check if you have calling credit

If you can’t call a number that isn't free, you might not have enough calling credit. Learn how to add more credit.

Notes:

Can’t see the option to make phone calls

If you don't see the option to make calls, it might be for one of these reasons:

  • You're outside of the U.S. and the feature probably isn’t available in your country.
  • You have a Voice for G Suite account from your work or school. You can make calls using the Google Voice mobile app or at voice.google.com.
Countries where calling in Hangouts and Gmail is not available
  • Argentina
  • China
  • Cuba
  • Egypt
  • Ghana
  • India (Users in India can make calls to all countries except to locations within India.)
  • Iran
  • Jordan
  • Kenya
  • Mexico
  • Morocco
  • Myanmar
  • Nigeria
  • North Korea
  • Peru
  • Russian Federation
  • Saudi Arabia
  • Senegal
  • South Korea
  • Sudan
  • Syria
  • Thailand
  • United Arab Emirates
  • Vietnam
Languages that work with calling in Hangouts and Gmail
  • Brazilian Portuguese
  • Bulgarian
  • Catalan
  • Chinese
  • Croatian
  • Czech
  • Danish
  • Dutch
  • English (U.S. and U.K.)
  • Estonian
  • Filipino
  • Finnish
  • French
  • German
  • Greek
  • Hungarian
  • Icelandic
  • Italian
  • Japanese
  • Korean
  • Latvian
  • Lithuanian
  • Norwegian
  • Polish
  • Portuguese
  • Romanian
  • Russian
  • Serbian
  • Slovak
  • Slovenian
  • Spanish
  • Swedish
  • Thai
  • Turkish
  • Ukrainian
  • Vietnamese
Get a refund

If you previously bought credit, but are now in a place where you can’t call from Hangouts, you can ask for a refund.

  1. Open Google Voice.
  2. At the top left, click Menu and thenSettings Settings.
  3. Click Payments and then Billing history and then Refunds.
  4. Click Refund entire balance.
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