My voice or theirs can't be heard
- Allow Tellu to use the microphone in your phone settings.
- Try the speaker, and disconnect or reconnect your Bluetooth headset.
- "No audio — reconnecting…" means the internet is weak: switch between Wi-Fi and mobile data.
Choppy audio or "Weak connection" — your internet or theirs is weak. Move closer to the router, or try mobile data.
"To call … for free, send a request first" — free calls are for your friends or mutual contacts. Send a friend request and wait for them to accept.
"… isn't taking calls right now" — they turned off calls from you or your circle. Send a message.
"Not connected to the internet" — your friend is offline right now. You can call their regular line as an international call from your balance.
"… only accepts voice calls" — they set you to "Voice only". Tap Voice call.
The network changed during the call — "Reconnecting…" shows for a few seconds, then the call comes back. If it takes longer than 25 seconds the call ends with "Connection lost" — call again.
Video problems
- The picture is black or my camera doesn't show — allow Tellu to use the Camera in your phone settings, and close any other app using the camera.
- The picture is choppy or blurry — one of you has weak internet. Wi-Fi is best, or turn the camera off and carry on with voice.
- The "Video" button doesn't show during a call — switching to video is for your friends only, and not for someone who set you to "Voice only".
- "Muted" shows — the other person muted themselves; your connection is fine.
The international call doesn't start
- "Verify your phone number" — international calls need a verified number.
- "Call not allowed — check your balance" — top up your balance.
- "Calls to this destination aren't available" — special or satellite numbers we don't support.
- "Number not reachable — check the number" — check the country code and the number.
The call suddenly ended — most likely your balance or bundle minutes ran out. Top up and call again.
The other person saw a number that isn't mine — for some countries a Tellu number is shown instead of yours. Send them a message before calling so they know it's you.
I was charged for a call nobody answered — unanswered calls are always free. History → Transactions → tap the transaction → Report a problem, and we refund it if it's a mistake.
Translation doesn't appear during a call
- The microphone must be allowed.
- With a regular phone number: choose the other person's language.
- The first time, the phone downloads the translation tool (about 30 MB) — wait a little while online.