Frequently asked questions about Zoom Phone

There is a list of common questions and suggested troubleshooting steps for Zoom Phone in this article.

This article covers:

  • Why is the Phone tab not appearing in my Zoom desktop client or mobile app?
  • Why are my Zoom Phone calls dropping?
  • What can I do to get better quality phone calls?
  • Can I recover a voicemail that I deleted?
  • Can I recover a recording that I deleted?
  • Why is my Zoom desktop client or mobile app not ringing?
  • Why can’t I send an SMS?
  • Why am I getting this specific error code?
  • Can I call international toll-free numbers?

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

In the event that the Phone tab appears on some devices, but not on others (e.g., showing on your mobile phone while you’re on data, but not showing on their computer), then it is likely that either a problem with the application version, or an issue with the network/firewall.

This means that there is likely an issue with the account if the Phone tab does not appear in the desktop client or on the mobile app. It may be possible to assign an extension if you contact your admin. Also, you can try to sign out of the client or app and then sign back in to it after a while.

Why are my Zoom Phone calls dropping?

A network issue is likely to be the cause of this problem. Make an attempt to make a call by using a different network connection or from a mobile device that uses data in order to resolve the issue. The firewall/ports of the network that drops the calls should be checked if the other networks do not drop calls.

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. Learn more about Zoom Phone error codes and suggested troubleshooting.

What can I do to get better quality phone calls?

Be sure that the ports required by Zoom Phone have been allowed by your admin. The Zoom Phone network statistics can also be accessed from the Zoom Phone website.

Can I recover a voicemail that I deleted?

In the unfortunate event that a voicemail has been deleted, it is not possible to retrieve it. A transcription of your voicemail will be sent to you via email if your admin has enabled Voicemail transcription, and you will be notified by email when it has been done. This email can still be accessed by you to read the voicemail that has been left for you. In addition, you are able to download an MP3 file of your voicemail for your own safety.

Can I recover a recording that I deleted?

I am sorry to inform you that you will not be able to recover a deleted call recording. There is no email notification that will be sent to you with the transcript of the recording at any time if you have admin enabled transcription of the call recording. A MP3 file of your call recording can also be downloaded for safe keeping so that you will always have a copy.

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

If you are using Zoom on your desktop client or the Zoom mobile app, please make sure you have set your time zone correctly in your profile, configured your business hours correctly, and are signed in to the Zoom client and app.

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Why can’t I send an SMS?

In order to resolve this issue, please sign out and then re-sign in to Zoom desktop or mobile. Your admin should be able to assist you if you are not seeing the SMS tab. There is a possibility that they may have to enable SMS for you.

Why am I getting this specific error code?

You can find more information about error codes in the error codes article. Please note that the error code is the last three digits that appear in the error notification you receive when you receive an error message.

Can I call international toll-free numbers?

Zoom Phone is not capable of making calls to international toll-free numbers (or Universal International Freephone Service Numbers) at the moment. The message will indicate that the number you are trying to reach cannot be reached and you will receive an error message.

All content and images credit goes to https://support.zoom.us