Overview

You are unable to call an International Number, getting an error message "Your call cannot be completed at this time in the country you are trying. Please call later." 

Solution

One of the known causes behind the issue is that the number called is not a valid number or the issue with the end carrier. Before opening a support ticket, make sure to verify this by calling over another carrier and making sure the call goes through. If you cannot make a successful call this way, confirm the number and reach out to the end carrier so they can check their configuration for the number.

If you are able to make successful calls via another carrier, but the issue persists when calling through Kandy, we will need fresh call samples to start troubleshooting. Reproduce the issue and open a ticket with Support, making sure to describe the issue and any symptoms you observe, and add at least two call samples in the following format:

• Calling From Number:
• Calling To Number:
• Date of call: dd/mm/yy
• Time of call: xx:xx am/pm (time zone)
• Trouble observed: Inbound or Outbound
• Description of the failing scenario

The Support Team will investigate and take appropriate actions. If needed, we may reach out to you to run certain checks or to reach out to third-party providers.

Verification

To verify that the issue is resolved, try to reproduce the failing scenario and see if a call is connected without issues.