Frequently asked questions about Zoom Phone 

This post was most recently updated on July 23rd, 2022

There are a number of common questions that people ask about Zoom Phones and troubleshooting suggestions in this article.

The following topics are covered in this article:

  • 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?

When the Phone tab does not appear on some devices, but does appear on others (for example, if the Phone tab appears on your mobile phone while using data, but not on their computer), it is likely that there is an issue with the application version or that there is a problem with the network setting or firewall.

It is likely that an issue with the account is causing the Phone tab to not display on the desktop client or mobile app when using the desktop app. You should contact your administrator so that they can assign an extension for you. If the client or app isn’t working, you might want to try signing out and re-logging in again.

Why are my Zoom Phone calls dropping?

There is likely to be a problem with the network in this case. It is suggested that you try making a phone call using another network connection or from a mobile device using data if your problem persists. There may be a problem with the firewall/ports on the network that is dropping the calls, if other networks do not drop the calls. Find out how to troubleshoot Zoom Phone error codes and find out how to resolve them.

What can I do to get better quality phone calls?

In order to use Zoom Phone, you need to ensure that your administrator has allowed all the necessary ports. It is also possible to check Zoom Phone’s recommended network statistics by clicking here.

Can I recover a voicemail that I deleted?

If you accidentally delete a voicemail, you may not be able to recover it. The voicemail transcript will be sent to you via email if the administrator has enabled the transcription of your voicemail messages. The voicemail can still be accessed through this email address, so you can read it. If you would like to keep a copy of your voicemail for safekeeping, you can also download an MP3 file of it.

Can I recover a recording that I deleted?

In the event that you accidentally delete a recording of a call, it is not possible for you to recover it. There will not be an email notification sent to you if the call recording transcription has been enabled by the admin, so you will not receive a transcription of the call recording. For your own safety, you can also download an MP3 file of the recording of your call.

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

The time zone in your profile needs to be set correctly, business hours need to be setup correctly, and you need to sign in to both the desktop client and the mobile app of Zoom in order to access the service.

Why can’t I send an SMS?

I would recommend that you sign out of Zoom and then sign back in to the Zoom desktop client or mobile app. Having trouble finding the SMS tab? You may need to contact your admin if you do not see it. There is a possibility that they will have to enable SMS for you.

Why am I getting this specific error code?

It is recommended that you read the article about error codes. Whenever you see an error notification, you will see the last 3 digits of the code that appears in the notification. This is the error code.

Can I call international toll-free numbers?

It is not possible to make international phone calls from Zoom Phone (or Universal International Freephone Service Numbers) because Zoom Phone does not support these calls. The number will not be able to be reached and an error message will appear on your screen.