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Troubleshooting Call and SMS (Text) Issues

Haydon
Haydon
  • Updated

In this guide, we will go over some troubleshooting steps and tricks that will help when you experience issues with making and recieving calls or texts within Cloaked.

Cannot Make or Recieve Calls

If you cannot make calls within the Cloaked App the following tips and tricks can potentially resolve the issue:

  • Verify the number being used is valid and in service.
  • Enable Forwarding within Cloaked, specifically make sure that forwarding is enabled for the identity you are trying to make or take calls from
  • Check your Cloaked Communication Settings for the Cloaked Identity being used.
  • Check if the number you are calling or expecting a call from is not blocked.
  • Check your device is not in Do Not Disturb (this will prevent calls from ringing).
  • Temporarily set the Cloaked Identity communication setting to Unrestricted to verify you can receive the call you are experiencing issues with.

Screenshot_20240129-202240.png

Please note that phone calls are placed from your personal cell number to a unique, new generated number that will allow you to reach your intended recipient while still cloaking your information.

More information can be found here: How do Phone Calls and Text Messages Work?  

Cannot Make or Receive SMS/MMS Messages

If you cannot make SMS (text) or MMS messages within the Cloaked App the following tips and tricks can potentially resolve the issue:

  • Verify the number being used is valid and in service.
  • Enable Forwarding within Cloaked, specifically make sure that forwarding is enabled for the identity you are trying to make or take calls from
  • Check your Cloaked Communication Settings for the Cloaked Identity being used.
  • If sending an MMS message reduce the number of attachments (if sending lots try sending them via an email).
  • Temporarily set the Cloaked Identity communication setting to Unrestricted to verify you can receive the SMS/MMS you are experiencing issues with.

Screenshot_20240129-202318.png

Common Fixes (applies to SMS and Calls)

  • Ensure you've verified your phone number with the Cloaked. This number will need to be a non-VoIP number.
  • Ensure the latest version of the Cloaked App is installed
    • Troubleshooting tips and tricks for the mobile app can be found here
  • Ensure that you have a Valid Cloaked Subscription (Trial or Paid Subscription)
    • If you are on the Cloaked Trial and it expires your account will be in a read-only state
  • Ensure you have a strong cell and wifi connection. If you are in an area of poor coverage this can lead to issues with sending and receiving texts.
  • If you have edited or manually inputted a phone number into your Cloaked Identity then this number will not be able to make calls. Only numbers that have been generated by Cloaked will be able to make calls. If you cannot see call settings within your Cloaked Identity you will need to delete the old number and regenerate a new Cloaked number.

 

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