Dialpad Mobile App - Enable HD Calling to Fix Incorrect Outbound and Inbound Caller ID, Call Drops

Published 24 June 2025

 

Overview

If you're experiencing issues like:

• Dialpad calls not ringing,
• going straight to your personal voicemail,
• not receiving missed call or voicemail notifications,
• incorrect caller ID showing for inbound and outbound calls, or
• a text to speech greeting plays once you answer a call on your mobile app

it's likely that HD Calling isn't properly enabled. This typically happens when your personal mobile number is used during app setup, which activates carrier forwarding (Carrier Calling) instead of using Dialpad's HD VoIP calling.

 

This article will guide you through the correct setup process for first-time installation and how to fix the issue if you've already set up the app using your personal number. Enabling HD Calling ensures all calls and voicemails stay within the Dialpad app—improving reliability and syncing with your call history.

 

Why this is important

When you verify with your personal mobile number, Dialpad may rely on carrier fallback, which routes calls via your mobile network rather than the app. This may cause:

 

• ❌ Missed calls that never ring

• ❌ Voicemails routed to your personal phone’s inbox instead of Dialpad

• ❌ Inaccurate call logging in Dialpad

• ❌ Poor call quality

• ❌ Call drop outs
• ❌ Incorrect caller ID for inbound and outbound calls

 

Enabling HD Calling ensures all Dialpad calls are made using data/Wi-Fi (VoIP), keeping your work calls reliable, high-quality, and within the Dialpad app environment.

 

Scenarios and Steps

1. New Dialpad Mobile App Installation - First Time Setup

2. Fix for Existing Users Who Already Added Their Personal Number

 

1. New Dialpad Mobile App Installation - First Time Setup

To ensure smooth performance and HD Calling on your mobile device, do not verify using your personal mobile number when prompted. Follow the steps below:

 

• Download the Dialpad app from the App Store (iOS) or Google Play Store (Android).

• Launch the app and log in using your email and password.

• When you reach the "Add your mobile number" screen for verification:

  • Do not enter your personal number

  • Tap Skip

• Finish setup and grant permissions for microphone, notifications, and background activity.

 

By skipping number verification, you prevent the app from enabling carrier fallback, which avoids potential call routing issues.

 

2. Fix for Existing Users Who Already Added Their Personal Number

If you’ve already verified your Dialpad mobile app using your personal number, follow these steps to flush the device and reinstall correctly:

 

Log out and remove the mobile device from your account

• Visit Dialpad.com/settings

• Click on Your Devices

• Locate your mobile device (e.g. "Android" or "iPhone")

• Click the three dots menu

• Select Logout from Device

• Then click Delete Device from List

 

 

Reinstall and Set Up the Dialpad Mobile App

• Uninstall the Dialpad app from your mobile device.

• Reinstall it from the App Store (iOS) or Google Play Store (Android).

• Log in using your Dialpad email and password.

• On the mobile number verification screen:

  • Leave it blank

  • Tap Skip

• Finish setup and grant permissions for microphone, notifications, and background activity.

 

 

Contact Us.

If you need more assistance, call or text us on 0480 006 410 or email support@untangled.com.au