Why can't I start or join a call?

If a BestInterest call will not start, ring, or connect, first identify whether you are using Collaborative Mode video calling or Boundary Line voice calling in Solo Mode.

For Collaborative Mode Video Calls

Check Camera and Microphone Access

BestInterest needs both permissions to begin a video call.

• If the app shows Camera access needed or Microphone access needed, choose Open Settings and allow access.
• On the web, enable camera and microphone access in the browser’s site settings for BestInterest.
• Close and reopen the call screen after changing permission.

Check Calling Boundaries and Availability

A coparent may have disabled incoming calls or limited calls to certain days and times. Calls outside those boundaries may not ring. A missed or blocked call can still appear as a system message in the conversation.

Check the Connection and Plan

• Confirm that both parents have a working internet connection.
• Install the latest BestInterest update on both devices.
• Check Settings > Subscriptions for the calling time included with the active plan.
• If the monthly or per-call limit has been reached, wait for the limit to reset or review available plans.

For Solo Mode Boundary Line Calls

Boundary Line voice calls use your assigned BestInterest number. Save that number as your coparent’s contact and dial the assigned number from the phone connected to your BestInterest account.

Check Settings > Calling Features to confirm that incoming calls are enabled and that your plan includes the calling feature you are trying to use.

Still Having Issues?

Contact support and include whether the call was voice or video, incoming or outgoing, the approximate time, the displayed error, both device types, and your app version. Do not include call recordings or private conversation details unless requested securely.

Related Articles

• Video Calling Options
• How to Make and Receive Boundary Line Calls
• How to Export Your Call History and Create Call Reports