"To keep your device number private, you must call back using the Sideline app" Error Message

Are you hearing the following error message, when trying to make an outbound call?

"To keep your device number private, you must call back using the Sideline app. Please hang up and call from Sideline."

If so, please review the information below to understand the cause and how to resolve this.

Issue Symptoms 

• Unable to make an outgoing call from your personal number.
• Hearing an audio error message to call back using the Sideline app.
• Call terminates after the error message plays.

Conditions

• You are trying to make a call from your carrier phone number (not from within the Sideline app).
• You may be tapping on a recent call log through your phone's calling app.

OR

• You may be trying to call a contact saved under "Incoming Sideline Call" or "Outgoing Sideline Call".

Cause & Resolution

This error message is played if you attempt to make a call from your carrier phone number to a Sideline pilot number. Pilot numbers are unique contacts used to route your Sideline calls and keep your personal number private. These are saved in your device's Contacts list, under "Incoming Sideline Call" and "Outgoing Sideline Call". 

The error occurs because calls cannot be placed directly to or from a pilot number. If you hear this message when trying to place a call, please double check the number you are dialing or the contact you are selecting from your address book.

When you make or receive a call through Sideline, this may be logged in your device's calling app as a call to or from the pilot number. If you need to return a call received through Sideline, make sure to go to your Sideline app instead of your regular Phone app to do so!

Questions? Submit a request.