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Call quality — what to check

Most call-quality problems come from your microphone or internet connection. Each check takes about a minute. Work through the list, then call again.

They can't hear you

  1. Allow microphone access. Your browser asks the first time you call. If you denied access, it remembers that choice — open this site's permissions and allow the microphone.
  2. Close anything else using the microphone on this computer: a call in another tab, a meeting app, a voice recorder or a second browser. Only one app can use it at a time.
  3. Check which microphone is selected. If a headset is connected but not selected, the call uses your laptop's built-in microphone instead. On a Mac, a nearby iPhone may also appear as an input — and the call could pick up the phone in your pocket.

You can't hear them

  1. Check the output device and the volume. Audio can be going to a headset you took off, or to a monitor with its own speakers turned down.

If you use a Bluetooth headset or a second device

  1. A headset paired with both your computer and your phone can switch the call to the phone when the phone receives even a notification. Disconnect the headset from your phone during the call.
  2. The call stays on the device you used to dial. Simply opening heyphone on your phone does not add the phone or its microphone to the call. Dial from the device you plan to speak into.
  3. A Bluetooth headset switches to its hands-free profile when a call starts. That profile uses a narrower audio range than music mode. If voices sound muffled, try a wired headset or the built-in microphone to see whether Bluetooth is the cause.

The audio breaks up, echoes or sounds robotic

  1. Get closer to the router, or switch between Wi-Fi and mobile data. A weak or unstable connection is the usual cause, and it affects only your side of the call.
  2. Pause large downloads, video streams and screen sharing on the same connection. Calls use very little bandwidth, but the connection needs to stay stable.
  3. Turn off your VPN during the call. It can route audio over a longer path, causing delay and echo.

Still having trouble?

Report the call in Settings → Refunds and tell us what happened. When the fault was on our side or our carrier's, we credit the call back to your balance.