Fixing "This Call Couldn't Be Completed" or "Destination May Be Restricted"

If a call fails and PowerCall shows "This call couldn't be completed — the destination may be restricted or blocked for your account. Please contact support if this keeps happening", the number you dialled is not currently enabled for your account.

This is not a problem with your user, your device or your password.

Most Often, the Country or Prefix Is Not Enabled Yet

Kixie enables calling destinations per account. Support can turn one on for you, and this is the fix in most cases.

Email support@kixie.com and include all three of these. Sending them up front is what gets this resolved in one exchange rather than four:

• Your business ID
• The full number you tried, including the country code
• Roughly when you tried it

A Country Does Not Have to Be on the Blocked List

Destinations outside the default set can need enabling even when they are not listed as blocked. If you checked International Calling and the List of Blocked Countries and your destination was not on it, that does not mean something else is wrong. Ask support to enable it.

If It Started Suddenly and Affects Several Destinations

If calls that worked yesterday are failing today, across more than one country or more than one agent, check status.kixie.com before raising a ticket. Some of these turn out to be a wider incident rather than a setting on your account.

What This Error Is Not

It is not a deactivated user, a device problem or a billing hold. Those produce different errors and have different fixes. If your error mentions a device rather than a destination, see Fixing "This Device Is Blocked for Outbound Calling" or "Invalid Device".

Other Ways This Shows Up

Customers describe this as a red error when dialling, calls not completing to one particular country, being unable to call outside the US, a destination blocked or destination restricted message, or one agent being unable to call while everyone else can. If any of those match what you are seeing, the steps above are the right place to start.