Caller ID Troubleshooting

If you're having trouble with your incoming Caller ID (what you see on your screen when someone calls you) or your outgoing Caller ID (what the recipient of your call sees) please read below for more info and troubleshooting steps. 

Incoming Caller ID

What you see displayed on your screen when someone calls you.

Issue Symptoms

• 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.
• Saved Sideline contacts display "Unknown" instead of the Contact name.

Resolution

1. Ensure contact permissions are enabled for Sideline. (Instructions for iPhone & Android)
2. Ensure VoIP calling is disabled. (Settings > tap to disable)
3. Enable Call Announcement. (Settings > tap to enable)
   • Team Number accounts have this feature enabled so you won't see this in Settings.
4. (iOS users only) Enable "Background App Refresh" in iPhone Settings 
   • iPhone Settings > General > Background App Refresh (tap to enable)
   • This feature is enabled by default but may be disabled when phone is in low-power mode. 
5. (iOS users only) Disable and re-enable iCloud contacts. From your iPhone, go to:
   • Settings > Tap your name > iCloud
   • Under "Apps Using iCloud", tap on the toggle for Contacts. If you don't see it, click on "Show All".
   • iOS will ask what you want to do with the contacts. Please make sure to select KEEP and not Delete.
   • Finally, toggle back on the setting to re-enable contacts. When asked if you want Merge or Replace, please select MERGE.

Next Step:

If you're still experiencing issues with your incoming Caller ID screen after completing the steps above, please contact support so we can rotate your pilot numbers (the numbers we use to connect your calls) as a next step. 

Outgoing Caller ID

What the recipient of your call sees on their Caller ID screen.

Issue Symptoms

The recipient of your call sees your Caller ID displayed as one or more of the following:

• "Scam Likely", "Spam Likely", SPAM, Telemarketing, etc.
• A name that is not associated with you or your business.

Resolution

Sideline numbers can be sometimes classified as "high-use" since the numbers we use to route your calls correctly (pilot numbers) are frequently used. Because of this, some carriers may mark Sideline numbers as Spam.

Next Steps: 

1. Disable/remove Spam filtering apps on your device (if applicable).
2. Contact support for further assistance in removing the incorrect Caller ID.

Questions? Submit a request.