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Hello Diane,

I believe you will find that they have not setup Alexa Calling in their Alexa App.

This requires that they have a phone that can accept an SMS message with a code to set this up, If they don't have that, they could try the Google Voice option I described in the article

As a test, you could have them try to place an Alexa Call to you

Let me know if this doesn't solve the problem

Frank