I can't make or receive phone calls

If you are trying to make a phone call or to receive a phone call in Hangouts but are experiencing issues, try these troubleshooting steps for your platform:

Choose if you're having trouble making or receiving a phone call:

Making a phone call
  1. Make sure that the number is properly formatted: Check that the phone number that you have entered is formatted correctly. If you have copied and pasted the phone number from elsewhere, try manually typing in the number that you wish to call.
    • If you are making an international call, select the correct country from the country drop-down list. Make sure that you have not accidentally entered the country code twice.
  2. Let Hangouts use your microphone: If you're on your computer, check that your browser lets Hangouts access your microphone.
  3. Refresh your browser: If you're on your computer, try refreshing your browser page.
  4. Sign out and sign in again: Try signing out of your Google Account on your computer. Then sign in again.
  5. Visit the forum: If the issue still continues, visit the calling section of the Hangouts forum to get help from knowledgeable people who use Hangouts.
Receiving a phone call
  1. Make sure that you have a full Google Voice account: To receive phone calls in Hangouts, you must have a Google Voice phone number. Bear in mind that Google Voice is currently only available in the US.
  2. Check that Google Voice and Hangouts are on the same Google Account: If you have a Google Voice phone number, make sure that the email address that you’re using to sign in to Hangouts is the same as the email address associated with your Google Voice account.
  3. Make sure that you've turned on ring on incoming calls: Check that you've turned on "Ring on incoming phone calls" for Hangouts.
  4. Let Hangouts use your microphone: If you're on your computer, check that your browser lets Hangouts access your microphone.
  5. Refresh your browser: If you're on your computer, try refreshing your browser page.
  6. Sign out and sign in again: Try signing out of your Google Account on your computer. Then sign in again.
  7. Visit the forum: If the issue still continues, visit the calling section of the Hangouts forum to get help from knowledgeable people who use Hangouts.

Calling credit

If you're having issues when trying to call a number that isn't free, it might be because you don't have enough calling credit.

Almost all calls to the US and Canada are free from all countries where Hangouts calling is available. A few US and Canadian destinations will cost USD 0.01 per minute or the listed rate for your local currency. Calls to destinations outside the US are at low rates, but calling isn’t available to all locations.

Can't see the phone call feature?

If you are outside the US and can't see the option to make calls, the feature probably hasn't been made available in your country.

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
  • Burma (Myanmar)
  • Nigeria
  • North Korea
  • Peru
  • Russian Federation
  • Saudi Arabia
  • Senegal
  • South Korea
  • Sudan
  • Syria
  • Thailand
  • United Arab Emirates
  • Vietnam
Languages that support calling in Hangouts and Gmail
  • Brazilian Portuguese
  • Bulgarian
  • Catalan
  • Chinese
  • Croatian
  • Czech
  • Danish
  • Dutch
  • English (US and UK)
  • 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
Refund credit if this feature was previously available

If you were in a country where the feature was available and purchased credit, but have since travelled to a location where it isn’t, you can request a refund for your purchase.

  1. On a computer, open Google Voice.
  2. In the top right, click the Settings icon .
  3. Click Settings, then choose the "Billing" tab.
  4. Click Refunds to visit the credit request page.
  5. Click Refund entire balance.

Megan is a Hangouts expert and the author of this help page. Help her improve this article by leaving feedback below.

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