We couldn’t connect the call is a common Microsoft Teams error that appears when a voice or video call fails to establish. If the same Teams client works with another account, the issue is likely tied to your account settings or authentication rather than the app or your network. This article explains likely causes, step by step troubleshooting, account-specific fixes, and escalation tips so you can restore calling in Teams quickly.

Quick checks before troubleshooting

Check Teams service status on the Microsoft 365 Service health dashboard for outages.
Try another account on the same device or try your account on another device to determine if the issue is account-specific or device-specific.
Test network basics by switching to a phone hotspot or another Wi-Fi to rule out ISP or local router issues.
Sign out and sign in of Teams to refresh authentication tokens.

Why this error happens

Authentication or credential errors: expired tokens, cached credentials, or sign in methods like verification codes can affect calling ability.
Account or policy settings: calling policies, license assignment, or conditional access rules in the tenant can block calls for specific accounts.
Resource availability: the tenant or Teams service may report no available call resources if capacity or routing is limited.
Network and device issues: firewall, proxy, VPN, NAT or blocked ports and problematic Wi-Fi may prevent media connections.
App corruption or cache: corrupted Teams cache or outdated app versions can cause connection failures.

Step by step fixes

Sign out and clear cache: fully sign out of Teams, quit the app, then delete cache folders at %appdata%MicrosoftTeams (clear logs, blob_storage, Cache, GPUCache, and Local Storage). Restart Teams and sign in again.
Remove stored credentials: open Windows Credential Manager and remove any stale Office or Teams credentials to force fresh authentication.
Update or reinstall Teams: install the latest Teams desktop client, or remove and reinstall to fix corrupted installations.
Test network alternatives: switch to a phone hotspot or different network. If a hotspot works, inspect your router, ISP, or firewall rules.
Disable VPN and proxy: temporary disable to see if call media connects. Some VPNs block required UDP ports for real time media.
Check firewall and ports: ensure outbound UDP ports and TCP ports required by Teams are allowed for media and signaling. Allow Teams app in Windows firewall.

Account and authentication specific fixes

Confirm license and calling policy: ask your Microsoft 365 admin to verify the account has the correct Teams license and that calling policy allows peer to peer calls.
Re-register device in Azure AD: if using conditional access or device compliance, re-register the device or ensure it meets compliance rules.
Review MFA and verification methods: if signing in via verification code email, confirm the verification flow completed and no conditional access step blocked media. Try signing in with a password or another approved method if available.
Clear OAuth and re-consent: if your organization uses SSO or consented apps, revoke and re-grant access consent where appropriate.

If the issue persists

Collect logs: collect Teams logs at %appdata%MicrosoftTeamslogs.txt or use the built in log collector (Ctrl+Alt+Shift+1) and provide them to support.
Contact your tenant admin: admins can check Teams admin center for policy assignments, call routes, voice routing policies, and service health specific to your tenant.
Open Microsoft support ticket with diagnostic logs, exact error text, and details about networks and devices tested.

Prevention and best practices

Keep Teams and Windows up to date to avoid known bugs that affect media and authentication.
Maintain healthy credential management by clearing old cached credentials and monitoring sign in methods.
Work with admins to document policies so users are aware of conditional access, MFA and device compliance requirements that can affect calling.

Summary: The “We couldn’t connect the call” error can be caused by account authentication, tenant policies, service resource limits, or local device and network problems. Start with quick checks such as testing another account or network, then move to clearing cache, updating the app, and verifying license and policy settings. If the problem remains, collect logs and involve your admin or Microsoft support for deeper investigation.

If you need a specific checklist or admin console steps for your tenant, provide the account type and whether you are on Windows, Mac, web or mobile and the article can be adjusted with targeted instructions.

How to Fix Microsoft Teams Error: We Couldn’t Connect the Call