Troubleshoot calls

Use this guide to diagnose calling problems in the Talkyto App. Start with the quick checklist, then go to the section that matches your issue.

Quick checklist

Work through these steps first — they resolve most calling problems:

Confirm you have an active Talkyto subscription.
Verify your Twilio Service Account is configured correctly in Settings > Service Accounts.
Check that Voice settings are correct: go to Settings > Voice and confirm a default number is selected and Allow incoming calls is enabled.
Confirm you have an upgraded (paid) Twilio account — trial accounts don’t support calls.
Check geographic permissions if you’re calling a specific country.

Go to Settings > Service Accounts and confirm you’re signed into a valid Twilio account.
Go to Settings > Voice and tap Update voice credentials.
Pull to refresh on the Voice screen.
If numbers are missing, tap Refresh phone numbers on the Voice screen.

Geographic permissions must be enabled in both places:

In Talkyto: go to Settings > Voice > Voice Geographic Permissions and enable the target country.
In Twilio Console: go to Voice > Settings > Geo Permissions and enable the same countries.

Restrict permissions to only the countries you need to limit fraud exposure.

Go to Settings > Voice and tap Refresh phone numbers. Wait a few seconds for the list to sync from Twilio.

If refreshing credentials and numbers doesn’t fix the problem, check the failed call details in Twilio:

Open your Twilio Console.
Find the failed call in the call log.
Open the call details and click the Parent Call SID link.
Take a screenshot and share it with Talkyto support. The support team can use this to diagnose the root cause.

The “Field Service Agency” label is internal to Talkyto — it does not affect how your caller ID displays to the people you call.

To configure your outbound caller ID (CNAM), use Twilio directly — see Twilio’s CNAM documentation. To prevent your outbound calls from being marked as spam, follow Twilio’s spam-blocking guidance.