Troubleshooting Caller ID Issues

This article contains information on Caller ID issues with incoming & outgoing Sideline calls as well as troubleshooting steps you can perform in an attempt to reach a resolution.

Issue Symptoms

Inbound Caller ID Issues:

• Receiving calls from your contact in what appears to be an out-of-state number
• Contacts are only displaying their phone number, not their names
• Caller ID only displays "Incoming Sideline Call" (iOS)
• Caller ID only displays "Sideline Incoming Call" (Android)
• You see your incoming pilot number on your Caller ID

Recipient Caller ID Issues (what your recipient sees when you call them): 

• The recipient of your call sees your Caller ID displayed as one or more of the following:
  • "Scam Likely", "Spam Likely", SPAM, Telemarketing, etc.

Conditions

• VoIP calling is disabled
• An active Data Plan & cell service
• Contact permissions enabled

Cause & Resolution

The above issues may be occurring because of a couple of factors:

• The Sideline Pilot number is being displayed instead of your contacts phone number 
  • Rotating your pilot numbers can help solve these issues in some cases
• One or more of the device permissions have been disabled
  • Contacts permissions are required so Sideline can display the call with your saved contacts name (and not just phone number)
• Recipient Caller ID
  • The recipient's carrier of the Sideline call has flagged your number as "Spam" due to being classified as a VoIP number (there is little we can do in this instance as the Carrier will need to unflag your number)

After reviewing the information above, please please proceed to self-troubleshoot by clicking the link below. 

<< Click here to begin troubleshooting Caller ID issues >>