Calls not connecting? Here's what to check
Kunbaa's voice and video calls are one-to-one, free for everyone, or in a group of up to 6 started on Kunbaa Plus or Kunbaa Ultra, and live in the mobile app. When a call won't connect, it's almost always one of the things below. Work through them in order.
1. Both of you need the mobile app
Calls work phone-to-phone, in the Kunbaa app. They don't run on the website. So if one of you is on a laptop browser, that's the problem. Chat, calls and the family safety features are all app-side; the website carries the tree, memories, photos and events.
2. Remember: a group call holds 6, started on Kunbaa Plus or Kunbaa Ultra
A Kunbaa call is one-to-one, free for everyone, or a group of up to 6 people including the relative who starts it on Kunbaa Plus or Kunbaa Ultra. Anyone in the family can join a group call free. A seventh person tapping Join finds the call full. That's the limit, not your network. Group invites also arrive as an in-app ring or a notification rather than the lock-screen call a one-to-one call uses, so a relative with Kunbaa notifications switched off will find the invite in the group chat instead. See Group calls.
3. Check microphone and camera permissions
If a call connects but nobody can hear or see you, your phone has probably denied the app microphone or camera access. Check your phone's settings for Kunbaa and make sure both are allowed, then try again.
4. Try a different network
This is the big one. Some networks (office Wi-Fi, hotels, some campus and ISP setups) block the kind of connection that real-time calls need. If a call rings but never connects, or drops immediately:
- Switch from Wi-Fi to mobile data (or the other way).
- Try the same switch on the other person's phone. The block can be on either end.
- If it works on mobile data but not on a particular Wi-Fi network, that network is the culprit, not the phones.
5. Update the app on both phones
An old version on either end can cause odd call behaviour. Check the App Store or Google Play for updates on both phones.
Still not working?
Email support@kunbaa.com with roughly when you tried the call and what each end saw. We'll dig in. If you're setting up calls for an older relative, the parent and grandparent setup guide has a section on making the first call together.
Common questions
Can we make a group call in Kunbaa?
Yes. A relative on Kunbaa Plus or Kunbaa Ultra starts a group call of up to 6 people including them, from a family group chat or by tapping Add during a call, and anyone in the family can join it free. One-to-one calls are free for everyone. A seventh person cannot join: the call is full, which is a limit rather than a fault on your network. For a bigger gathering, run two calls or take turns.
Do Kunbaa calls work on the website?
No. Voice and video calls are a mobile app feature: both people need the Kunbaa app on their phones. The website has the family tree, the wall, the photo library, events, member permissions and the GEDCOM and WhatsApp importers.
Why does my call connect on mobile data but not on Wi-Fi?
Some networks (offices, hotels, some campus and ISP setups) block the kind of connection real-time calls need. Kunbaa can't get around that from the app. Switching to mobile data, or to a different Wi-Fi network, usually fixes it.