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

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 Index Call" (iOS)
• Caller ID only displays "Index Incoming Call" (Android)
• You see the number we use to route your calls (the number listed under the "Incoming Index Call" Contact in your phone's address book) on your Caller ID.

Resolution

1. Ensure contact permissions are enabled. (Instructions)
2. VoIP calling is disabled. (Settings > tap to enable)
3. Enable the Call Announcement setting. (Settings > tap to enable)
   • Team Sharing 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 for further assistance.

Outgoing Caller ID

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

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