Calling | Frequently Asked Questions

Last updated: December 14, 2018

Below find answers to frequently asked questions about the calling tool. 

Why am I getting a "Call Failed" error in the CRM?

If you see a Call Failed message when making a call from the CRM, verify the following:

  • You are attempting to call a live phone number.
  • You entered the phone number in the correct format and included a country code if calling a country outside of the United States. The following are accepted formats:
    • 1-888-482-7768
    • 18884827768
    • 1 888 482 7768
    • 1-888-482-7768ext3
    • 1-888-482-7768,3
  • You have registered a valid phone number.

Why doesn't the HubSpot calling tool work in Safari or Microsoft Edge?

HubSpot calling is not currently supported in Safari or Microsoft Edge for Windows or Mac. To use the calling tool in the CRM, use one of the support browsers listed below:

Windows browsers that support calling

  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)
  • Internet Explorer (10 and above)

Mac browsers that support calling

  • Google Chrome (latest version)
  • Mozilla Firefox (latest version)

Can I disable the call recording feature?

Yes. The ability to record calls is an account-wide setting, affecting all users who are making calls in the account. If you disable the call recording feature, it will remove the Record button for all users in your account. To access this setting, you must be an admin and have View: Everything in contacts access.

  • In your HubSpot account, click the settings icon settings in the main navigation bar.
  • In the left sidebar menu, navigate to Sales > Calling


  • Click to toggle the Enable recording switch OFF. 

Can I call a contact who does not have a phone number on their contact record?

The contact must have a phone number associated with their record. However, you can quickly add a phone number for the contact directly from their record.

  • In your HubSpot account, navigate to Contacts > Contacts.
  • Click the name of a contact.
  • On the contact record, click the Call tab. 
  • Click the No phone number dropdown menu and select Add phone number

  • Enter a phone number, then click Save

This will update the Phone number property for this contact. This dropdown menu also provides the option to use the phone number for the contact's associated company, if applicable.