Work through these in order. Most cases are one of the first three.
Start here: what does the caller hear?
A short service announcement, then the call ends. We received the call and deliberately did not forward it. One of the causes below applies — keep reading.
Ringing, then nothing. The call was forwarded but your destination phone did not answer it. Skip to "The call is forwarded but my phone never rings".
Nothing at all, or an unobtainable tone. The number may not be active yet, or the transfer may not have completed. Check the number's status under Call Forwarding → Numbers.
1. Is forwarding turned on for the number?
Open the number under Call Forwarding → Numbers. Check that Forwarding enabled is on. If someone switched it off, every caller gets the service announcement.
2. Is your subscription active?
Check Call Forwarding → Settings → Subscription. A cancelled or unpaid subscription stops forwarding. If a card was declined, updating it under the Billing tab restores service.
3. Is it outside your business hours?
If business hours are on and the call arrived outside them, we route it to your after-hours destination, or to voicemail, or refuse it — in that order, depending on what you have configured.
If you did not intend that, check the schedule under the number's settings. Two things catch people out:
- The timezone. A schedule with the wrong timezone is hours out. Set your default timezone under Call Forwarding → Settings → Preferences.
- Holiday dates. A date left in the holiday list from last year still applies.
If you want after-hours calls to reach a phone rather than voicemail, set an after-hours destination.
4. Is the caller on your blocked list?
Open the number and check the blocked numbers list. Blocked callers are refused before the call is forwarded.
5. Is the destination international?
If the phone you forward to is outside Canada or the United States, you need the international add-on and a prepaid balance. An empty wallet stops international forwarding while Canadian and US forwarding keeps working — which makes this one look mysterious.
Check your balance under Call Forwarding → Settings → Billing, and see International Forwarding and Your Wallet.
The call is forwarded but my phone never rings
The call left us and went to your destination. Check:
- The destination number is correct and complete, including the country code. Open the number and read it back digit by digit.
- Your mobile is not in Do Not Disturb or a focus mode.
- You have not blocked the caller on the handset itself.
- Your carrier is not screening the call as suspected spam. Some mobile carriers silence forwarded calls.
Use Test call on the number's page — we place a real call to your destination. If the test call arrives but real calls do not, the problem is with the caller's route, not your setup. If the test call also fails, the destination is the problem.
Calls ring but go to my voicemail, not the caller's
If your mobile's own voicemail is answering, it is picking up before ours does. Either turn off the mobile carrier's voicemail, or shorten how long we ring before falling through by adjusting the no-answer rule (Professional and Business).
Voicemail is recorded but no email arrives
Check the voicemail email address on the number — it may be a stale address. Then check your spam folder. Recordings are kept in the portal either way, so nothing is lost.
Still stuck
Note the exact time of a call that failed and the number that called, then contact support. Every call we handle is logged with what we did and why, and that log will show exactly where it stopped.