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Calling on Verizon Messages FAQs

General Information
  1. What is the Calling feature in the Verizon Messages App?

    The Calling feature on Verizon Messages lets you make and receive video and/or voice calls using your HD Voice-enabled phone number on:

    • Android™ tablets
    • Apple® iPads®

    Voice calls can also be made from compatible smartwatches.

    With Verizon Messages Calling you can:

    • Connect your number to up to 5 devices that will all ring when someone calls you.

    • Alternate between your smartphone and tablet during a call.

    • Pick up a call from your compatible smart watch. If your smartphone supports the Call Transfer feature you can also transfer the call from your smart watch back to your smartphone. Most newer devices support Call Transfer. If you’re not sure, refer to your device User Guide to see if it's compatible with Call Transfer.

    • Use the Wi-Fi or cellular network for calling.

    For instructions on how to use the Calling feature refer to the Verizon Messages How to Use Guide.



  2. Who's eligible to use Calling in the Verizon Messages app?

    To be eligible for Calling in Verizon Messages, you need to:

    1. Have an HD Voice-capable phone
    2. Have the HD Voice feature on your account and activated

    To learn more about HD Voice, visit our HD Voice page.

    Note: If you have any features that are incompatible with HD Voice, you'll need to remove them when you add the HD Voice feature to your account. Learn more about which features you need to remove.



  3. Where can I learn how to use the Calling feature on a tablet?

    For steps on how to use the Verizon Messages Calling feature on a tablet refer to the Verizon Messages How to Use Guide.

    Our video has step-by-step instructions on how to set up HD Video Calling on Verizon Messages.



  4. My phone number is on a business account. Can I use Calling on Verizon Messages?

    Yes. As long as your line has HD Voice and does not have the "Block Integrated Calling" or the “Block Integrated Messaging” feature on the account.



Set Up
  1. Does the tablet have to be a Verizon Wireless tablet in order to use voice or video in Verizon Messages?

    No. It can be any tablet that has access to the Google Play™ Store or the Apple® App StoreSM. However the voice quality may vary depending on the type of device and the strength of your wireless connection.



  2. Can I block video calling in Verizon Messages?

    Yes, you can block video calling in My Verizon.



Emergency Address
  1. Why do I need to set up an emergency address to use Calling on Verizon Messages?

    To offer voice service over the Internet, Verizon is required by the FCC to support 911 calls and collect a registered location to enable it. By entering an emergency address, you are providing information to the Network that determines how your 911 call will route and will be provided to emergency services if you are unable to report your physical location. This address will be used if you call 911 using the Verizon Messages app. This information is not used for billing or other purposes. Whenever possible, use your phone to call 911 in an emergency and tell the 911 operator where you are. Refer to the Update Your Emergency Address section of the Verizon Messages How to Use Guide.



  2. What if I change locations while I’m using the service?

    Whenever you change locations, you should update your emergency address. In the event you encounter an emergency and call 911 through the app, the device will use that registered address to handle the 911 call.



  3. What if I'm not in the US?

    If you travel outside of the US, you may be able to continue calling, but calling 911 through the app will not work. Use your cell phone or a local phone to use the appropriate emergency number to contact the local emergency service.



  4. What are the limitations of 911 calls over the Internet?

    If a caller is not at the registered emergency address, the call may not be routed to the closest emergency service provider. Additionally, the Internet service provider (ISP) or network may experience congestion or an outage during the 911 call, resulting in poor call quality or a dropped call.



Making Calls with Verizon Messages
  1. How do I make calls with Verizon Messages?

    Once you have set up Calling, there are three ways to start a call from within the Verizon Messages app:

    • Go to the Dialer in the app to enter the phone number to call

    • Go to Contacts to pick a person or business to call

    • In a text message conversation select the phone icon in the top right to call that person


  2. When someone calls my phone number, will my tablet(s) or compatible smart watch ring?

    Yes, any device connected to your smartphone's phone number and has an internet connection will ring at the same time.



  3. Will Calling work over a Wi-Fi network?

    Yes. You can make and receive calls using the Verizon Messages app on your tablet or compatible smart watch over Wi-Fi without being connected to the Verizon Wireless Network.



  4. Can I still make or receive calls if my smartphone is powered off or out of coverage?

    Yes. Even if your smartphone is off or out of coverage, you can still make or receive calls on your tablet or compatible smart watch as long as you have an internet connection on the tablet and the Calling feature is turned on.



  5. Can I pull my calls to my smartphone from my tablet during a call?

    Yes. As long as your smartphone supports pulling calls, you can move the call from your tablet to your smartphone. Not all HD Voice-capable phones will support the feature at launch.



  6. Can I pull calls to my tablet during a call?

    Yes. You can move the call to your tablet from your smartphone or from another connected tablet of your choice.



Pricing
  1. How much do calls on Verizon Messages cost?

    Calls to U.S. numbers, regardless of where you are located, are free of charge (except for 411 and other premium calls). Calls made to international numbers will be billed as "International Calling While in the US" (International Long Distance). If an international rate plan exists on your account, the international calls will be billed at those rates.



  2. Will Calling on the Verizon Messages app consume data?

    Yes. Resulting charges may apply depending on your device's data connection and its data plan.



  3. How much data will a Call from Verizon Messages use?

    Voice Call uses about 1 MB of data per minute on the Verizon Messages app. The actual data consumption of your voice call may vary.

    Video calls on Verizon Messages can consume as much as 6 MB per minute from your tablet.



  4. Will pulling calls to my tablet or smartphone change how it's billed?

    Yes. When you pull a call to a tablet or smartphone, it creates a new call record that will be billed based on the device you're using. Smartphone calls use your monthly voice allowance and tablet calls consume data and will be billed as described above.



Troubleshooting
  1. Why can't I make or receive calls?

    If you're unable to make or receive calls, it may be due to one of the following reasons:

    • You haven't upgraded to the latest version of Verizon Messages
    • You are not eligible to use Calling on Verizon Messages
    • You have not set up an emergency address for your tablet
    • Calling is set to Off in the app
    • Your tablet is not connected to your smartphone
    • Your tablet is not connected to the Internet
    • Calling from Verizon Messages is blocked on your line


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