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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.

Note: If you tap Ignore (Android) or Decline (iOS) on an incoming call, the call will be directed to your personal voicemail and will NOT appear in your conversation list.

Update the mobile app

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

Sign out, then sign back in

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. Allow access to Contacts and Notifications
  5. You can continue through the following tour or just tap Skip to return to your message history.

Note: In order for SmartLine to work properly, the SmartLine app must have access to your Contacts and Notifications.

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 need to remove your SmartLine number from the blocked numbers list to receive calls.

iPhone

  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.

Android

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.

Disable any third party caller ID apps.

If you have installed any other third party apps that block your caller ID from appearing on outbound calls, you should disable them during business hours. These apps can also prevent incoming calls from connecting to your phone.

Use the device that you linked most recently 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.

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.

More info


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