If a call fails and you see "This device is blocked for outbound calling" or "Invalid Device", your app session or your Kixie user record needs a refresh. Work through these in order.
On the Kixie Mobile App
Log out of the app and log back in. This clears "device is blocked for outbound calling" in most cases.
On the Desktop Dialer
- Log out of the dialer.
- Close Chrome fully, then reopen it.
- Log back in and try the call again.
Check That Your User Is Active
A deactivated user can receive calls but cannot place them. Ask a manager or admin on your account to open Manage > Agents at app.kixie.com and confirm your user is active.
Check Your Calling Devices
Log in at app.kixie.com and go to My Profile > Profile > Inbound Call Flow, then scroll down to the Kixie Devices section. You should see two devices listed, PowerCall and mobileapp. If one is missing, contact support and we will rebuild it. There is more detail in Resolving the "Lost Connection: Reconnecting to Resolve" Error Message.
Check for a Billing Hold
If the account is unpaid or inactive, a billing hold turns the dialer off until it is cleared. Services turn off after 7 days unpaid. Ask your manager or admin to confirm all invoices have been paid.
Still Failing?
Contact support@kixie.com and include the exact error text you see, so we can match it to the right fix.
Was this article helpful?
Articles in this section
- Fixing "CAPTCHA Is Invalid or Expired" at Login
- Fixing "This Device Is Blocked for Outbound Calling" or "Invalid Device"
- Why is my Kixie click to call giving me an error?
- How to Update Chrome, Clear Your Cache
- Resolving the "Lost Connection: Reconnecting to Resolve" Error Message
- Updating the Kixie PowerCall Dialer
- How to resize your Power Call Dialer