My forwarding stopped working

Forwarding is set on your carrier's side, so Catchline cannot see it directly. It knows forwarding works when calls arrive. When they stop arriving, the protection status still shows the time of your last test call, which is the quickest way to tell how long it has been.

Things that reset forwarding

• A new phone or SIM, a carrier change or a plan change. Forwarding often does not carry over.
• Dialling a turn-off code by mistake: *73, ##004#, ##61# or ##67#.
• A support call to your carrier that reset your line's features.
• For landlines and VoIP: a change of provider, or a reset of the phone system.
• Google Voice or Fi: forwarding removed in the app.

Put it back

1. 1

   Open Settings, Phone and forwarding. Check that the Catchline number shown is the one you are forwarding to.

2. 2

   Dial the turn-on code for your carrier again from the business phone, and wait for the confirmation tone.

3. 3

   Run the test call from the same page. It re-verifies forwarding and updates the status.

If the status says Error

Error is rare. It means the link between the phone provider and Catchline needs to be set again. Choose Re-sync number on the Your numbers card of the same page: it reconnects your Catchline number and clears the error. Then run the test call again.

If the test call still fails

• Confirm you called from the mobile saved as your cell. A call from another phone is a customer, not a test.
• Try the alternative code for your carrier in the table under Set up call forwarding. Some plans reject the first code.
• Ask your carrier to turn on conditional call forwarding (busy, no answer and unreachable) to your Catchline number. It takes them about a minute.
• In primary mode, make sure the cell number under Settings is right, and that your phone is not sending unknown callers straight to voicemail.