A customer cannot call: balance and blocking
A customer's own account settings stop more outbound calls than any technical fault. This page shows where each one lives on the user's page, and which hangup cause it produces so you can confirm it from a call record too.
Open the customer
Customers > Users, find them, and open their page. The Balance card sits at the top.
The badges next to the name show the account type (user, or a reseller/partner) and whether it's prepaid or postpaid — that distinction changes which of the checks below actually applies. A red Blocked badge instead of Active means the account is blocked outright; see below.
The four things that stop an outbound call
All of them live under Finance on the same page (scroll down, or open it for editing).
| What's set | Effect | Hangup cause on the call |
|---|---|---|
| Blocked is checked | The account cannot make (or in some setups receive) calls at all, regardless of balance. | 201 · User is blocked |
| Prepaid, Balance at or below zero | A prepaid customer needs a positive balance to dial out. Postpaid accounts are not affected by this — they use Credit instead. | 211 · Low balance for user |
| Postpaid, over the Credit limit | Postpaid customers are allowed to run a negative balance up to their credit limit (or unlimited, if that box is checked) — past it, calls stop the same way a prepaid account with no balance would. | 211 · Low balance for user |
| Over Daily credit limit | A separate cap on how much can be spent in one day, independent of the overall balance/credit — resets the next day. | 211 · Low balance for user |
| No matching rate for the dialled destination | The customer's tariff simply has no price entered for where they're calling — not a balance problem at all. | 203 · No rates for user |
Balance min / Balance max are alert thresholds (used to warn the customer or the operator), not hard stops on their own. Minimal charge and Max. call rate only take effect for postpaid accounts and affect pricing/invoicing, not whether a call is allowed to start.
Per-device call limits
A customer can also be stopped by a limit set on the specific device they're calling from (simultaneous call limit, or a daily/monthly time limit) rather than on their account. If the account above looks completely fine — not blocked, balance and credit both healthy — check the device next, under Device settings in depth.
Check
Open the call that failed (A call fails shows how to read it) and compare its Hangup Cause against the table above — it names the exact reason, so there's no need to guess between balance, credit and blocked. After a fix (unblocking, adding balance, raising a limit), ask the customer to try again; nothing here needs a restart of anything.