Troubleshooting Smartline

You may run into some issues while using our service. Whether is making a call or getting notifications, you'll find suggestions on how to resolve some of the more common issues you might experience with the app.

Click on issue you need help with
Trouble receiving a call?
Trouble making calls?
Notifications and Contacts

Trouble receiving a call?

Learn more about the common issues a customer might encounter when receiving an inbound call (Back to the top)

Problem: My phone doesn’t ring.

When a call comes in through the app, your phone should ring or vibrate as it normally would when someone calls your phone directly.

  • Try: Checking 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.

  • Try: Making sure the SmartLine app is only installed on one device.
  • SmartLine can only be linked to one device at a given time. Only the most recent device that you logged on to will be active. All other devices will be disconnected.

    1. On the smartphone you would like to use, log out of the SmartLine app.
    2. Log back into the SmartLine.
    3. You should be able to send and receive calls now.

Problem: Calls go straight to voicemail

There are a couple features within the app that will direct incoming calls to your voicemail, Do Not Disturb and Business Hours.

  • Try: Turing off the Do Not Disturb feature
  • When Do Not Disturb is on, your phone will not ring and the calls will be directed to your SmartLine voicemail.

    1. In the SmartLine app, tap Settings .
    2. Under the Availablity section, make sure the Do Not Disturb is set to off.
      Turn off DND
    3. Using another phone, call your SmartLine number to see if you able to receive calls.
  • Try: Checking your Business hours settings in the app
  • Any call that arrives outside of your business hours will be directed to your SmartLine voicemail. Please see Set my business hours for more information.

Problem: Callers hear a busy tone when they call your number

  • Try: Checking your cell service
  • Do you get a busy tone when you call the cell phone from another phone? If so, there may be an issue with your cell service. Please contact your wireless provider for more further assistance.

  • Try: Making sure the caller's number is not blocked
  • If you are receiving a reports from only a few callers that your SmartLine number is busy, check to see if the callers' phone numbers are blocked in the app.

    1. In the SmartLine app, tap Settings .
    2. Under the General section, tap Blocked Numbers to view a list of the numbers you have added to the blocked list.
      Turn off DND
    3. If you would like to remove a phone number from the blocked list, simply swipe left on the phone number to reveal the Unblock button.
    4. Tap Unblock.
      Turn off DND

Problem: Callers hear an out of service message or error message when they call your number

Try: Calling your cell phone number directly to see if you hear the same message.

  • If you hear the message, please contact your wireless provider for more further assistance.
  • If you do not hear the out of service message, follow the step below:
    1. Log out of the SmartLine app.
    2. Log back into the SmartLine app.
    3. Try calling your SmartLine number again.

Problem: Unable to receive calls from payphones

Due to the surcharges and fees associated with payphones, all incoming calls from payphones are blocked.



Trouble making calls?

Learn more about the common issues with making outbound calls (Back to the top)

Problem: You can’t call out

If you are unable to to make an outbound call from the SmartLine app, there a few settings you can check to make sure your calls can be connected.

  • Try: Is your cell phone number is correctly linked to the app?
  • The SmartLine app uses your cell network to be able to make and receive phone calls. Upon your initial set up, you are asked to enter your cell phone number into the app. This links the app to your cell service. If the number is entered incorrectly, you won't be able to connect to your cell network. Follow the steps below to review your settings:

    1. In the SmartLine app, tap Settings .
    2. Review the number listed for the Linked Mobile Phone.
    3. If you need to update the phone number, tap Linked Mobile Phone to enter the correct phone number.
    4. Tap Back to save the new phone number.
  • Try: Is the Caller ID feature disabled or blocked?
  • SmartLine needs to know the phone number the call is coming from. Caller ID must be enabled on the cell phone. If you are unable to enable Caller ID from the device, you will need to contact your wireless provide to enable the Caller ID feature for your phone number.

    Note: When make calls from the SmartLine app, your personal number will not appear on the recipient's caller ID. Instead, the recipient will see your SmartLine phone number.

  • Try: Are you using a custom Android dialer?
  • Some dialers prepend a +1 to the number. This can cause SmartLine calls to fail.

  • Try: Do you have a cell signal?
  • Calls can only be made over 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.

Problem: You hear a message requesting your PIN

You may have dialed your own number. Make sure that the number you have dialed is not your cell phone number.

Problem: There is a delay before you hear the phone ring on the outbound call

Some calls may take a second longer to connect when calling through the SmartLine switchboard than they would if dialed directly. This is normal behavior.

Problem: On the iPhone, a prompt appears with a different number than the one I'm calling

In iOS 10.3 for iPhone, Apple introduced a security feature that prevents non-Apple apps from making outbound calls without additional confirmation from the user. The number shown in this confirmation box is the SmartLine switchboard number. The switchboard will connect the you to the number you are calling. Your SmartLine number will appear as the outbound caller ID.



Notifications and Contacts

Learn more about the issues related to receiving notifications and accessing your contacts (Back to the top)

Problem: Call doesn’t show it is received via SmartLine

Notifications may not have been allowed. Please see Link my smartphone for more information.

Problem: No voicemail notification (email or push)

Notifications may not have been allowed. Please see Link my smartphone for more information on allowing up push notifications. You can view Set my email notifications for assistance with email notifications.

Problem: Voicemail messages are sent to your cell phone's voicemail

The incoming call may have been rejected upon arrival. If you tap Decline or Ignore when a call comes in, the call will be directed to your cell phone's voicemail instead of the SmartLine voicemail. When a call comes in, don't press or tap anything. You need to let the call ring through in order for it to be directed to the SmartLine voicemail.

Problem: Can’t see my contacts

Permission to access contacts may not have been allowed. Please see Link my smartphone for more information.



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