---
title: "A sales rep can't make calls: what to check | Skipcall"
description: "Active account, workspace access, assigned number, microphone, call status, quota: six checks to get a sales rep calling again in Skipcall."
url: https://skipcall.io/en/help/rep-cannot-call
language: en
last_updated: 2026-10-27
---
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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](https://skipcall.io/en/help/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](https://skipcall.io/en/help/credits).

## Everything checks out and it still doesn’t work?

1. Check service status at [status.skipcall.io](https://status.skipcall.io/) (or profile menu > **Status**).
2. If no incident is reported, contact the Skipcall team through the chat.

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## In the same topic

[Fix audio issues (microphone, sound, ringer) The other person can't hear you, you can't hear the ringer, or an audio device alert keeps popping up? Here's how to set your microphone and audio outputs.](https://skipcall.io/en/help/audio-issues) [Error messages and alerts: what to do What Skipcall's error messages, banners and alerts mean (CRM, enrichment, texts, payments, connection) and what to do about each one.](https://skipcall.io/en/help/error-messages) [Troubleshooting FAQ Contacts missing from a sequence, a teammate you can't find, a CRM that stopped syncing, zero leads, duplicates: answers to the most common roadblocks.](https://skipcall.io/en/help/troubleshooting-faq)