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Frequently asked questions about Zoom Phone Follow

Overview

This article lists common questions and suggested troubleshooting for Zoom Phone.

This article covers:

Why is the Phone tab not appearing in my Zoom desktop client or mobile app?

If the Phone tab shows on some devices and not others (for example, showing on your mobile phone while on data but not on their computer), it is likely an issue with the application version or a network/firewall issue.

If the Phone tab is not showing on the desktop client or mobile app, it is likely an issue with the account. Contact your admin and they can assign an extension. You can also try signing out and back in to the client or app.

Why are my Zoom Phone calls dropping?

This is likely a network issue. Try placing a phone call on a different network connection or from a mobile device using data. If other networks do not drop calls, check the firewall/ports of the network that is dropping the calls. Learn more about Zoom Phone error codes and suggested troubleshooting.

What can I do to get better quality phone calls?

Make sure your admin has allow all ports required for Zoom Phone. You can also check the recommended network statistics for Zoom Phone.

Can I recover a voicemail that I deleted?

Unfortunately, you can't recover a voicemail that's been deleted. If your admin enabled voicemail transcription, you will receive an email notification with the voicemail transcript. You can still access this email to read the voicemail. You can also download an MP3 file of your voicemail for safe keeping.

Can I recover a recording that I deleted?

Unfortunately, you can't recover a call recording that's been deleted. If you admin enabled call recording transcription, you will not receive an email notification with the recording transcript. You can also download an MP3 file of your call recording for safe keeping.

Why is my Zoom desktop client or mobile app not ringing?

Make sure that your time zone is set correctly in your profile, business hours are configured correctly, and you're signed in to the Zoom desktop client and mobile app.

Why can’t I send an SMS?

Try signing out of the Zoom desktop client or mobile app, then sign back in. If you don't see the SMS tab, contact your admin. They may have to enabled SMS for you.

Why am I getting this specific error code?

Please check the error codes article. Note that the error code is the last 3 digits of the code you see in the error notification.

Can I call international toll-free numbers?

Zoom Phone does not support calling international toll-free numbers (or Universal International Freephone Service Numbers). You will see an error message indicating that the number can't be reached.