Call Forwarding Troubleshooting
If your missed calls are still going to voicemail, or Recoverly is not detecting your test call, the issue is usually with carrier forwarding, voicemail, or phone settings — not the Recoverly text flow. Try the common fixes below.
Quick reminder
Your phone should ring first. Recoverly should only receive the call after you miss it. If every call is being sent to Recoverly immediately, you may have forward-all turned on instead of conditional / no-answer forwarding.
iPhone: Turn off “Calls on Other Devices”
If you use Apple devices like a Mac, iPad, or Apple Watch, incoming calls may ring those devices too. In some cases, this can interfere with the call being treated as truly unanswered and forwarded.
Try this
- Open Settings on your iPhone.
- Tap Phone.
- Tap Calls on Other Devices.
- Turn off Allow Calls on Other Devices.
- Run the Recoverly forwarding test again.
Calls on Other Devices can sometimes cause your missed calls to ring a Mac, iPad, or other Apple device instead of forwarding the way you expect.
iPhone: Turn off Live Voicemail
Live Voicemail may answer the call before conditional call forwarding has a chance to send the missed call to Recoverly.
Try this
- Open Settings on your iPhone.
- Tap Phone.
- Tap Live Voicemail.
- Turn Live Voicemail off.
- Run the Recoverly forwarding test again.
If calls are still going to voicemail, turn off iPhone Live Voicemail and test again.
If you hear “Call cannot be completed as dialed”
This can mean the call is no longer going to normal voicemail, but the forwarding code or forwarding number may not have been accepted correctly.
Try this
- Confirm you entered the forwarding code as one continuous dial string.
- Do not include spaces, dashes, or parentheses.
- Confirm the Recoverly forwarding number is correct.
- Cancel forwarding and re-enable it.
- Run the Recoverly forwarding test again.
Example: Dial the forwarding code and Recoverly number together as one string, such as *71XXXXXXXXXX.
Carrier codes vary. If *71 does not work for your carrier or plan, check your carrier’s conditional call forwarding instructions.
Use conditional forwarding, not regular forwarding
Recoverly is designed for missed calls. Your phone should still ring first. Use conditional / no-answer forwarding when possible, not regular forwarding that sends every call away from your phone.
Your phone should ring first. Recoverly should only receive the call after you miss it.
Do not answer or decline the test call
When testing, call your business number from another phone and let it ring. Do not answer, decline, silence, or send it to voicemail manually. Let the carrier handle the missed call naturally.
Call from the same number you entered in the test
The forwarding test looks for the phone number you entered before starting the test. If you call from a different phone, Recoverly will ignore it so real customer calls are not interrupted.
Caller ID must not be blocked
If your caller ID is blocked or private, Recoverly may not be able to match your test call to the active forwarding test.
Try this
- On the phone you are calling from, turn off caller ID blocking.
- Run the test again.
Wi-Fi Calling may interfere
Some phones and carriers handle missed calls differently when Wi-Fi Calling is enabled. If forwarding is not working, try turning Wi-Fi Calling off temporarily and run the test again.
Voicemail may be answering before forwarding
If your voicemail answers before the call forwards to Recoverly, conditional forwarding may not be active or your carrier may be routing voicemail first.
Try this
- Cancel forwarding.
- Re-enable conditional forwarding.
- Make sure Live Voicemail is off.
- Run the test again.
Reset and re-enable forwarding
If forwarding worked before but stopped after testing, you may have cancelled the forwarding rule. Re-enable conditional forwarding using your carrier’s setup code and the Recoverly forwarding number.
After using a cancel code like *73, you usually need to re-enable conditional forwarding again. It may not automatically pick back up.
Fixed it? Re-run the test.
Head back to your dashboard, hit Test My Forwarding, and confirm Recoverly receives your forwarded call.
Back to dashboard