If your Sideline calls or voicemails are going to your cell number, we have some steps to take to potentially resolve the issue.
While we have systems in place to ensure this doesn't happen, there may be instances out of our control in which your incoming calls may be routed to your cell number instead of your Sideline number.
Here are some potential reasons:
- If you decline an incoming Sideline call - avoid declining your incoming calls to your Sideline number. Instead, just simply let the call ring through or turn your "Forward Calls to Voicemail" on.
- No cell service- if you know you're going to be in an area without cell service, try enabling "Call Announcement" or "Forward Calls to Voicemail." which will help to route the calls to Sideline.
- If you have "do-not-disturb" turned on through your device Settings - if you need to avoid distractions during your day, we would suggest turning on "Forward Calls to Voicemail" to make sure any calls are still routed properly.
- (iPhone users only) If you have "Silence Unknown Callers" enabled - this iPhone-specific setting will send ALL calls and voicemails to your device and not Sideline.
Still having issues after completing the above steps?
We recommend reaching out to your mobile Carrier to ensure you do not have "Spam filtering" enabled and explain that the calling app you're using (Sideline) is not receiving calls.
More info on how spam-blocking apps impact Sideline can be found HERE.
Carrier info (just to understand if you have this currently enabled) but we recommend reaching out to your Carrier's support team directly.
Also, have the Carrier RESET your mobile configuration to help route your calls and voicemails back to Sideline. We've seen this helps as a final step to fix the issue.
If you have further questions or need help troubleshooting after you have tested the above steps, please feel free to email us!