Troubleshooting switching a call to your phone carrier

If you're unable to complete the switch, try these troubleshooting suggestions for the following error messages.

Requirements for switching a call to your phone carrier

• Either a Zoom Workplace license with Phone included, or a standalone Zoom Phone calling plan
• Zoom Phone calling package that supports forwarding to your phone's direct number
• Zoom mobile app for Android or iOS: Global minimum version or higher
• Mobile device with an active carrier and direct phone number
• Mobile device has a good connection to your carrier
• Mobile Switch to Carrier policy setting enabled by your admin

Troubleshooting switching a call to your mobile carrier

Call Failed

Zoom Phone didn't recognize the phone number format. Make sure you enter your phone's direct number in this format:

• Plus sign (+)
• Country code
• Area code
• Phone number

For example, enter +19051231234 to switch to +1 (905) 123-1234.

Failed to Switch

Your Zoom Phone calling package doesn't support your phone's direct number. You can view your current calling package in your phone settings in the Zoom web portal.

Contact your Zoom Phone admin to change your calling package.