Troubleshoot: Incoming phone calls

When a call comes in through the app, your phone should ring or vibrate as it normally would when someone calls your phone directly. If a call is unable to get through, it will sometimes go straight to voicemail. Learn more about the solutions to the issues you may encounter with incoming calls.

Update the mobile app

Some issue can be resolved by updating the SmartLine app. See Update my mobile app for instructions on updating the app.

Check to see if you have cell service

Incoming calls can only be received via the cell phone network, not VoIP (Voice over Internet Protocol). Calls won't be able to connect solely on a Wi-Fi connection. Make sure the device has cellular service and a signal.

You have multiple devices connected to SmartLine

If you have more than one device connected to your SmartLine service, only the most recent device that you logged on to will be active and will be able to receive calls. All other devices will get notifications for any voice or text messages. You can always re-link your the phone want to use.

Re-Link your smartphone.

You should make sure that your phone is correctly linked to your SmartLine service.

  1. On the smartphone you would like to use, log out of the SmartLine app.
  2. Log back into SmartLine.
  3. Verify your mobile number, then tap Confirm.
  4. You can continue through the following tour or just tap Skip to return to your message history.

Check your Do Not Disturb settings.

If Do Not Disturb is on, you will not receive any calls.

  1. In the SmartLine app, go to Settings.
  2. Set Do Not Disturb to the off position.

Remove your SmartLine number from your phone's blocked list

Your phone may be set to block all calls from your SmartLine number. You will remove your SmartLine number from the blocked numbers list to receive calls. The instruction below will show you how to unblock numbers from your phone's native Phone and Settings apps and not SmartLine app.


  1. Launch the Settings app of your phone.
  2. Go to Phone > Call Blocking & Identification.
  3. Tap Edit.
  4. Press the red button next to the number you want to unblock.
  5. Tap Unblock to remove the number from the list.


The directions below may vary slightly based on your device and your version of the Android software.

  1. Launch the Phone app.
  2. Tap the menu button (three vertical dots).
  3. Select Settings > Blocked Numbers.
  4. Press the X button next to the number you want to unblock.
  5. Tap Unblock to remove the number from the list.

Check your business hours

Any calls that come in outside of the business hours you set will be directed to voicemail. Check your business hours settings to make sure they are set to the correct times.

More info

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