Admittedly, it's frustrating to want to make a Libon call only to see your call fail without being able to reach your contact.😞🤔 At the same time, there are several factors behind these failed calls. This article explains the possible reasons and suggests solutions.
Here are the most common errors and other problems affecting calls:
Call failed. Sorry, we cannot reach this person
You initiate the call but the following error is displayed. We cannot reach the person you called. Your caller does not answer the call or cannot be reached on their number. 😞
A Libon call is received by the person you are speaking to in the same way as a normal call. The caller must pick up, have their phone switched on and be using it in an area covered by the GSM network. If the caller is in an area with poor GSM coverage, the phone may not be able to connect to the network, and the call will fail.
Therefore, it would be necessary:
call the number later on;
test a call to another number to see the result of this call;
disable the Hide my number function by going to Profile > Settings and Hide my number (Android)
disable Hide my number by going to Profile > My Account (first & last name) > Hide my number (iPhone)
Call failed. A problem has occurred when connecting to the server
You cannot make any calls with Libon😞
Calls fail because there is a problem connecting to the Libon server. This error is generally caused by Internet connection problems, either temporary (an unstable network, for example) or permanent, when a certain type of Internet connection is used: a professional Wifi, a public Wifi or a VPN type connection.
It is advisable to:
1. download the latest version of the application (from the App Store or Play Store);
2. restart the application;
3. restart the Internet connection and/or test another network (Wifi or data);
4. deactivate or delete the VPN profile in the phone settings, if you use a VPN configuration when calling with Libon:
on Android, go to Settings > Connections (or Network and Internet) > More connection settings > VPN. Next to the VPN you wish to disconnect, press Settings. To disconnect, disable the VPN. To delete the profile, press Delete. Retry a call.
on your iPhone, click on Settings > General > VPN and device management > Check whether Connected or Not connected appears. If necessary, you can delete the saved VPN profile: to do so, press the (i) button to the right of the respective profile. Re-test a call.
5. check whether an alert❗️ is displayed in your application: touch Profile > Help > Service status. In these circumstances, follow the advice listed above. If the problem persists, don't hesitate to contact us!
No minutes to this number
You do not have the right call credit to reach your number 😞 As soon as you launch the call, Libon will inform you by message:
In this case, we propose to:
check our list of carries prefixes to find out which carrier you're calling;
check the credit available, at the top of the Home screen of your application;
contact us 🙂 and we'll help you change your minutes so you can call.
Other problems associated with unsuccessful calls
If no specific error is displayed but the call is dropped, if the person you are calling does not pick up and you do not hear the ringing tone, or for any other unexpected behaviour encountered when calling with Libon, we recommend that you:
check that you are using the latest version of the application (available in the App Store or Play Store);
restart the application;
test another Internet network;
test whether this behaviour is encountered by calling a different number;
disable/delete the VPN profile in the phone settings and retry a call;
disable the Hide my number function in the Settings application menu and retry a call.
⚠️ Warning!
Make sure you use a stable and powerful Internet connection when you call to get the best quality!
For some business or public WiFi networks, Internet service providers may block or restrict VoIP-type calls. Check with your ISP to make sure that the connection is not configured to block or restrict calls!