Troubleshooting

A sales rep can't make calls: what to check

Active account, workspace access, assigned number, microphone, call status, quota: six checks to get a sales rep calling again in Skipcall.

Updated on October 27, 2026

When a sales rep can’t make calls, the cause is usually one of these six things. Go through them in order: if the answer is no, apply the fix; if it’s yes, move on to the next check.

Checks 1 to 3 happen in Settings (click your name in the bottom-left corner, then Settings) and should be done by an admin.

1. Is their account active?

Go to Settings > Members and look at the rep’s Status column.

If it says Deactivated: a member without a license always shows as Deactivated. In the License column, assign them an available license, and in their ⋮ menu, use Reactivate account. If no license is available (the badge at the top of the table, such as “STARTER 4/4”, is full), add one in Settings > Licenses.

2. Do they have access to the right workspace?

Still in Settings > Members, check the Workspace column. If the workspace they need to call from isn’t checked, check it.

3. Do they have a number assigned?

Go to Settings > Assigned numbers. Find a number in the right Workspace and make sure it’s Assigned to this rep. If not, assign them an available number.

No number available? There’s no screen to buy one. Contact the Skipcall team through the chat.

4. Do their microphone and sound work?

Ask the rep to open Settings > Audio settings, check the device selected on the Microphone tab, then click Test. If they just plugged in a headset, they should click Use in the “New audio device detected” notification.

Also make sure their browser has permission to use the microphone (in the browser’s own settings). More details in Fix audio issues.

5. What status do their calls get?

Look at the breakdown by status in Analytics (filtered on that member), or use the Call status filter in the sequence.

Status	Meaning shown in the app	What to do
Number errors (Invalid number in a sequence)	The number is invalid or unreachable.	Check the contact’s number and country code, in international format (+1…).
Country errors	The country isn’t allowed for your calls.	Check the number and its country code. The list of allowed countries isn’t visible in the app, so contact the Skipcall team through the chat.
Failed calls	A technical error prevented the call.	If it keeps happening, contact the Skipcall team through the chat.

6. Is there any quota or credit left?

Check the rep’s license row in Settings > Usage, and your balances in Settings > Credits. The rep can also hover over the three usage icons in their profile menu.

If the quota is used up, buy credits (Settings > Credits > Buy, no minimum) or assign them a license on a higher plan. See Credits.

Everything checks out and it still doesn’t work?

Check service status at status.skipcall.io (or profile menu > Status).
If no incident is reported, contact the Skipcall team through the chat.

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