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Troubleshoot call forwarding issues

Fix call forwarding issues when calls to your primary number aren’t reaching the Beside app. Learn how to troubleshoot carrier and device settings (iPhone and Android).

Written by Livie
Updated over a week ago

Call forwarding is a carrier feature that redirects calls made to your primary phone number to your Beside app, so calls are handled inside the Beside mobile app with all the benefits of the AI Receptionist, call recording, transcripts, and summaries.

❗ Important note

  • Call forwarding is managed by your mobile carrier, not by Beside.

  • We can't activate, deactivate, reset, or override it for you.

  • If calls to your primary number ring on your device's native phone app and aren't being routed to your Beside app, the issue almost always comes from the carrier-side forwarding setup.

This guide walks you through the checks that fix most issues ⬇️

I. Confirm whether Call Forwarding really is active

Step 1 - Test it with another phone

Call your primary number from a different device:

  • If the call rings on your native phone app → call forwarding is NOT active ❌

  • If the call rings inside the Beside app → forwarding is active and working ✅

Step 2 - Check forwarding settings inside Beside

Follow the steps that match your device and plan.

📱iPhone

👤 Starter plan

➡️ Steps

  1. Open Beside → go to Settings

  2. Under Phone → tap Configure Number

  3. Under Incoming Calls → toggle Call Forwarding ON / OFF

👥 Business plan

If you have multiple inboxes, make sure you select the Beside line you're forwarding calls to.

➡️ Steps

  1. Open Beside → go to Settings

  2. Under Phone Numbers → tap the inbox you're forwarding your primary number to (the line that should receive those calls).

  3. Under Phone → tap Configure Number

  4. Under Incoming Calls → toggle Call Forwarding ON / OFF

🤖 Android

👤 Starter plan

➡️ Steps

  1. Open Beside → go to Settings

  2. Under Phone → tap Configure Number

  3. Under Incoming Calls → toggle Call Forwarding ON / OFF

Beside Android Configure Number

👥 Business plan

➡️ Steps

  1. Open Beside → go to Settings

  2. Under Phone Numbers → tap the inbox you're forwarding your primary number to (the line that should receive those calls).

  3. Under Phone → tap Configure Number

  4. Under Incoming Calls → toggle Call Forwarding ON / OFF

Step 3 - Check your phone's Call Forwarding settings

Follow the steps that match your device.

📱iPhone

Native iPhone settings (available for some carriers only)

➡️ Steps

  1. Open iPhone Settings

  2. Scroll down to Apps

  3. Search Phone

  4. Scroll to the Calls → tap Call Forwarding (if available)

  5. Toggle ON / OFF

  6. If enabling, tap Forward to → enter your Beside number

ℹ️ If you don't see Call Forwarding here, your carrier requires another method. Keep reading or contact your carrier.

📖 Apple's guide: Set up call forwarding on iPhone

🤖 Android

➡️ Steps (example: Samsung)

  1. Launch the native Phone app

  2. Tap on the ⋮ menu → tap Settings

  3. Scroll down to Supplementary Services → Call Forwarding

  4. If enabling, select Always forward.

    ℹ️ Beside supports unconditional forwarding only.

  5. Enter in your Beside number → tap on the Enable

📖 Samsung guide: How do I enable Forward Calling on my Samsung Phone?

📍 Call Forwarding settings unavailable?

  • On many iOS and Android devices, Call Forwarding settings depend on your carrier.

  • If you don't see a Call Forwarding option in your device's settings, this means your carrier requires a different method to enable or disable forwarding.

  • In that case, follow Step 4 (carrier dial codes) below or contact your carrier directly.

Step 4 - Use carrier dial codes to enable Call Forwarding

If Call Forwarding settings don't appear in your phone settings (on both iOS and Android),

  • Open your native dialer (not the Beside app)

  • Dial your specific carrier's code (see table below)

  • Followed by your 10-digit Beside number

  • End with # → press Call

    e.g., *21*BESIDENUMBER# = *21*123456789#

📍 If your number is provided by an online phone service (VoIP) such as Google Voice, Zoom, or OpenPhone, carrier dial codes will not work. You must configure call forwarding directly inside your provider's app or admin dashboard.

🇺🇸 United States: Carrier dial codes

Carrier / Network

Enable call forwarding

Disable call forwarding

Verizon Wireless
Visible
Xfinity Mobile
Spectrum Mobile US Mobile Optimum Mobile US Cellular
Boost Mobile

*72 + BESIDE_NUMBER

*73

AT&T
​Cricket

*21*BESIDE_NUMBER#

#21#

T-Mobile US
Metro by T-Mobile
Mint Mobile

**21*BESIDE_NUMBER#

##21#

🇨🇦 Canada: Carrier dial codes

Canadian mobile carriers use the same call forwarding codes.

  • Enable call forwarding: *21*BESIDE_NUMBER#

  • Disable call forwarding: ##21#

Using an online phone service (VoIP number)

If your primary number is provided by an online phone service instead of a mobile carrier:

  • Carrier dial codes will not work

  • Mobile device settings usually do not control forwarding

  • Call forwarding must be managed inside your VoIP provider's app or admin dashboard

Common VoIP providers include:

  • Google Voice, Zoom, OpenPhone, RingCentral, Vonage, Dialpad, Ooma, Grasshopper, Nextiva, Twilio

If you're unsure whether your number is VoIP, contact your provider directly.

II. Additional checks

1. Restart your phone

A restart can help refresh your network connection and forwarding state.

2. Toggle call forwarding off, then back on (in the Beside app)

If call forwarding looks active but doesn't behave correctly, turning it off and back on can help refresh carrier-side settings.

This does not override carrier rules, but it can re-sync forwarding configurations.

3. Reinstall Beside

Only useful if calls reach Beside but the app doesn't ring correctly.

  • Reinstalling does not fix call forwarding issues

  • Delete the app, reinstall from the Store

  • Log back in using the same method as when you signed up

    ⚠️ Don't use a different login method, or you may create a second account.

4. Check VPN and spam / call filtering settings

Some VPNs, call-filtering apps, or carrier spam protection features can interfere with call routing or with the verification test call.

If call forwarding appears active but verification fails, or calls don't reach the Beside app, check the following:

  • Disable any VPN temporarily

  • Disable call-blocking or spam-filtering apps

  • Check if your carrier has spam protection enabled (e.g., Scam Shield, Call Protect, etc.)

  • Make sure no calls from unknown numbers are automatically blocked

After disabling these, try enabling call forwarding again and test by calling your primary number from another device.

If it works after disabling these features, one of them was likely interfering with the activation or routing process.

III. Test again

Call your primary number from another phone:

  • Rings in Beside → ✅ forwarding is working

  • Rings on your native phone app → ❌ forwarding is still not active

👉 If forwarding still doesn't work after all steps above, you must contact your carrier.

IV. Contact your carrier (most reliable solution)

Ask your carrier's support team to:

  • Confirm call forwarding is active on your line

  • Verify forwarding is set to your Beside number

  • Reset all conditional forwarding rules

  • Re-enable unconditional forwarding

  • Remove any blocks preventing forwarding

⚠️ Beside cannot reset or override carrier settings.

V. Carrier-specific troubleshooting

MetroPCS (Metro by T-Mobile)

Some Metro by T-Mobile lines require manual setup for call forwarding.

✅ Enable forwarding

From your phone's native dialer (not the Beside app):

  • Dial *72 followed by your Beside number

  • Press Call

  • Example: *72 8654564457

❌ Disable forwarding

From your phone's native dialer:

  • Dial ##21#

  • press Call

ℹ️ You can also manage forwarding via the MyMetro app.

❗If issues persist, contact Metro support and ask for a full reset of call forwarding.

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