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How do I used my Skype credit on Teams? Just getting message "We're sorry. Unfortunately we weren't able to connect your call."

GG 0 Reputation points
2026-02-27T23:58:22.6033333+00:00

Help! This is the message I get when I try using the Skype Dial Pad - no matter what number I try. I keep getting messages from Microsoft to "use my credit" and I would love to have Skype back, if only to dial my cell phone to find where I left it.

The message I get from the Skype Dial Pad - whether I go directly to calling.web.skype.com or chose the 3 upper RH dots on Teams>Chat to get to the Skype Dial Pad.

ERROR MESSAGE IS:

You just tried to call a number

We're sorry. Unfortunately we weren't able to connect your call.

18006697729 is unavailable.

Microsoft Teams | Microsoft Teams Free | Calls
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  1. Q&A Assist
    2026-02-27T23:58:36.3166667+00:00
    AI generated content. This question contains an answer created with AI from Q&A Assist. Learn more

    The Skype Dial Pad and Skype Credit can only be used if there is an active paid Skype product on the exact Skype account being used to sign in. Teams Free itself does not provide paid calling; it only exposes the Skype Dial Pad for existing paid Skype users.

    Use the following checks and steps:

    1. Confirm the correct Skype account
      • Sign in to the Skype web portal and open the profile page to verify the Skype Name on that account.
      • Compare this with the Skype Name mentioned in any email about remaining credit to ensure the same account is being used.
      • If signed in with the wrong Microsoft/Skype identity, sign out everywhere and sign back in with the account that actually has the credit.
    2. Verify that Skype Credit is still active
      • If the credit has not been used for more than 180 days, it may have been deactivated.
      • Go to the Skype My Account page and check the Skype Credit balance and status.
      • If it shows as inactive, use the reactivation option on the My Account/credit reactivation page to reactivate the credit.
    3. Use only the supported entry points
      • For web: sign in at the Skype Dial Pad site (calling.web.skype.com). If there is an active subscription or active Skype Credit on that account, the Dial Pad opens automatically.
      • For Teams Free: install or update to the latest version of Microsoft Teams Free, then sign in with the same Skype account that has the active subscription/credit. In Teams Free, open Settings (three dots in the upper-right) and select Skype Dial Pad. The Dial Pad is only visible if there is an active subscription, active Skype Number, or active Skype Credit.
    4. Understand current limitations
      • New purchases of Skype Subscriptions, Skype Numbers, and Skype Credit are no longer available. Only existing, still-active balances and subscriptions can be used.
      • Teams Free itself does not support its own paid calling plans; it only lets existing Skype paid users continue to use their Skype telephony via the Skype Dial Pad.

    If, after confirming the correct account and reactivating any inactive credit, calls from the Skype Dial Pad still fail with the same message for all numbers, contact Microsoft/Skype support via the official support channels for account-specific investigation.

    References:

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