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This guide covers the most common issues Kallin customers run into and walks you through exactly how to fix them. Work through the relevant accordion below, and if you still can’t resolve the problem, the links at the bottom of this page will point you to further help.
If incoming calls aren’t reaching you, check the following in order:
  1. Routing rules exist and are active — navigate to Managing Numbers → Call Routing and confirm at least one routing rule is enabled for the number in question. A number with no active rules will not route calls anywhere.
  2. Your number is verified and Active — go to Connecting Numbers → Overview and check the status badge next to your number. It must show Active. If it shows Pending or Error, see the relevant accordion entries below.
  3. Your forwarding destination is reachable — if your routing rule forwards to a mobile or landline, call that destination directly to confirm it is switched on, not diverted elsewhere, and is accepting calls.
A Pending status means Kallin is in the process of verifying your number with the provider. This is normal behaviour immediately after you connect a number.
  • Verification can take up to 24 hours depending on your provider.
  • Check your inbox for a verification email from Kallin — it may contain a link or a code you need to complete the process.
  • Check your spam or junk folder if you haven’t received the email within a few hours.
If the number is still showing as Pending after 24 hours, contact Kallin support with your account ID and the affected number.
An Error status means the connection between Kallin and your provider could not be established or has broken down. To resolve this:
  1. Check your provider credentials — go to the number’s settings and confirm the credentials you entered (API key, SIP details, or account reference) are still correct. Credentials can expire or change if you update your password at the provider.
  2. Re-run the connection wizard — from the number’s settings page, select Reconnect to step through the connection wizard again with fresh credentials.
  3. Contact Kallin support — if the error persists after re-running the wizard, open a support ticket and include your account ID, the affected number, and the provider you are connecting from.
Poor call quality has different causes depending on how your number is configured.For VoIP numbers:
  • Check your internet connection speed and stability. VoIP calls require a consistent upload speed of at least 100 kbps per call.
  • Switch from Wi-Fi to a wired (Ethernet) connection where possible — Wi-Fi interference is one of the most common causes of choppy or dropped audio.
  • Check for network congestion — if other devices on your network are streaming or downloading, this can degrade call quality. Try making a test call during a quieter period.
For mobile divert numbers:
  • Check the signal strength of the destination mobile. Poor mobile reception at the forwarding endpoint is the most common cause of quality issues on diverted calls.
  • Try the call from a different location or ask the recipient to move to an area with better coverage.
If a routing rule exists but calls are not following it, work through these checks:
  1. Rule priority order — Kallin evaluates routing rules from top to bottom. If a higher-priority rule matches the call first, your intended rule will never fire. Review the order of rules under Managing Numbers → Call Routing and reorder them if necessary.
  2. Use the call simulator — the built-in call simulator lets you test exactly which rule would apply to a given incoming call. Use it to confirm your rule is being matched correctly before making live changes.
  3. Check time and day conditions — if your rule includes a schedule (for example, only active during business hours), verify that the current time and day fall within that window. Also confirm the timezone setting on your account matches your intended schedule.
If your IVR menu starts but the greeting audio does not play, check the following:
  • File format — Kallin accepts MP3 and WAV audio files only. Any other format will be silently skipped. Convert your file before uploading if necessary.
  • File size — the maximum supported file size is 10 MB. Files larger than this will not upload successfully.
  • File corruption — play the file locally on your computer to confirm it is not corrupted or silent before uploading.
  • Re-upload or switch to text-to-speech — if the file appears fine locally but still does not play in the IVR, try re-uploading it. Alternatively, use the built-in text-to-speech option under Managing Numbers → IVR Menus to replace the audio file entirely.
If voicemail messages are being recorded but you are not receiving email alerts, check the following:
  1. Spam or junk folder — voicemail notification emails can be caught by spam filters. Check your junk folder and mark Kallin emails as safe to prevent this happening again.
  2. Verify your email address — go to Settings → Notifications and confirm the email address listed for voicemail notifications is correct and up to date.
  3. Enable email notifications on the voicemail box — navigate to Managing Numbers → Voicemail, select the relevant voicemail box, and confirm that Email notifications is toggled on. This setting is per voicemail box, so check each one individually.
A forwarding loop occurs when a call entering Kallin is forwarded to a destination that then forwards the call back to the same Kallin number, creating an infinite loop.To fix this, review the forwarding destination for the affected routing rule under Managing Numbers → Forwarding. Confirm that the destination number — whether a mobile, landline, or another service — does not have its own call forwarding or divert set up that points back to your Kallin number.If you are chaining multiple Kallin numbers together, trace each hop in the chain to make sure there is no circular reference.
Port rejections are common and are almost always caused by a detail mismatch. The most frequent reasons are:
  • Wrong account number — the account number you provided does not match what the losing provider has on file.
  • Wrong authorisation code — your PAC or STAC code was entered incorrectly, or it has expired. PAC and STAC codes are valid for 30 days from the date of issue.
  • Number is under minimum term — some providers will reject a port if your contract has not passed its minimum term. Check your contract end date with your current provider.
After identifying the cause, correct the relevant details in your Kallin dashboard under Connecting Numbers → Number Porting and resubmit the request. If you are unsure why the port was rejected, the rejection reason is shown in the dashboard — contact Kallin support if the reason is unclear.
If you cannot access your Kallin account, try these steps:
  1. Reset your password — click Forgot password on the Kallin login page. You will receive a reset link to your registered email address within a few minutes.
  2. Check for SSO configuration — if your company uses Single Sign-On (SSO), you must log in via your company’s identity provider (such as Google Workspace or Microsoft Entra ID) rather than directly with a Kallin password.
  3. Contact your account admin — if your organisation uses company-managed SSO and you are locked out, your internal IT admin or Kallin account administrator will need to restore your access. Kallin support cannot bypass SSO for managed accounts.

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Porting FAQs

Answers to the most common questions about porting UK phone numbers to Kallin.

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