Fixing problems with X-Lite or Bria

Keypad, by, is no longer accepting sign-ups
Unfortunately, we're not accepting new signups for Keypad right now. As our products have grown in the past few years, we're seeing features of Keypad better integrated as part of a the overall product suite. In the meantime, we recommend, Nextiva and Grasshopper.

What next?
Keypad offered IVRs (menus), call analytics, call recording, and much more. Depending on your plan, we may offer these as add-ons for your call handling plans, but not independently as their own product. For more information, please let your account manager know you're interested.

Existing Keypad users
You may sign in here.

This article addresses two common problems with X-Lite and Bria:

  • Calls work but do not pick up audio from your your mic or headset (usually on desktop computers)
  • Outbound calls work but inbound do not

Please jump to the section that addresses your issue

Calls work, but will not pick up audio from your mic or headset

This is likely because your computer has not granted permission to use the mic or headset.

Mac OS X Mojave (10.14) and up

  1. Open system preferences
  2. Go to security and privacy
  3. Click the "microphone" section/tab
  4. Click the lock in the bottom left corner to make changes
  5. Check the box next to X-Lite to allow X-Lite to use your microphone

For more information, see here.

Outbound calls work but inbound do not

You have taken the time to set up your Keypad SIP phone through X-Lite/Bria. You can place outbound calls without any problems. However, incoming calls will not ring through.

If you experience this issue and incoming calls are only showing as missed calls, you may have a firewall issue.

Please try this solution:

  1. Open your Bria/X-Lite account settings and select "Topology."
  1. Next, change the firewall settings from "Auto" to "None."
  1. Click "OK", and "Apply."
  2. Complete a test call to see if this solved the problem.

If this does not work and you are still not receiving incoming calls with X-Lite or Bria, please reach out to us at for further troubleshooting with one of our support team members.

Questions? Contact us!

If you're already a client and need help, please email us at or call us at (650) 727-6484 for assistance.

If you're not yet a client, please schedule a free consultation to get started with our virtual receptionist services or email us at We'll help you select the best plan to match your business’s growth goals and budget.

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