It can be frustrating and concerning when an important call from a friend, family member, or doctor doesn't come through. We understand completely.

Call Guard is designed to always allow calls from people in your contacts. If one of their calls is ever blocked or sent to voicemail, it typically points to an issue with how your contacts are synced with the app.

This guide will help you quickly resolve the problem and ensure your important calls always reach you.

How Call Guard Decides Which Calls to Allow

To understand the fix, it helps to know how Call Guard works. It categorizes every incoming call into one of two groups:

1. Known Callers: Anyone in your phone's synced contact list is considered a known caller. Their calls will always ring straight through to your phone without being screened.
2. Unknown Callers: Any number that is not in your contact list is considered unknown. These calls are screened by Call Guard to filter out spam.

If a contact's call is being screened, it means Call Guard doesn't recognize them as a known caller. The steps below will fix that.

The Most Common Fix: Resync Your Contacts

The fastest way to solve this issue is to manually resync your contacts with the Cloaked app.

1. Open the Cloaked app and tap the Menu Icon in the bottom-right corner.

   

2. Tap on Profile & Settings.

3. Select Call Guard Settings from the settings menu.

4. Scroll down and tap on Troubleshooting Checklist.

5. At the bottom of this screen, you will see when your contacts were last synced. Tap the button that says Resync Contacts with Call Guard.

This process only takes a few seconds and usually resolves the issue immediately.

How to "Allow" a Specific Number

If a specific number was incorrectly sent to voicemail, you can permanently mark it as "allowed" to ensure it always gets through in the future.

1. Navigate to the Guard icon in the bottom navigation bar.

   

2. Find and tap on the call from the number you wish to allow.

3. In the call details screen, select the Allow this Caller option.

From now on, all calls from this number will bypass screening and ring directly on your phone.

Troubleshooting Deeper Issues

Problem: Call Guard is blocking ALL calls from numbers not in my contacts.

You may be looking for a new job or expecting a call from a new client, and you need those calls to come through. Call Guard is designed to screen unknown numbers, not block them all outright.

If every single unknown call is being blocked, your phone may have been set to unconditional call forwarding instead of conditional.

To fix this, you should reset your Call Guard setup:

1. Disable Call Guard: Go to Me -> Settings -> Call Guard and tap the toggle to begin the disabling flow. Follow the on-screen steps, including dialing the carrier code to turn off forwarding (e.g., *73 for Verizon or ##004# for AT&T/T-Mobile). Full Disable guide here.
2. Re-enable Call Guard: Once disabled, go through the setup flow again, paying close attention to the call forwarding instructions to ensure it is set up correctly.

Problem: An important contact was blocked and I need to call them back.

You can find the phone number of any person who called you—whether they were blocked or allowed—in your Call Guard call history.

1. Navigate to the Guard icon in the Cloaked app.

   

2. You will see a complete list of all inbound calls. Tap on the entry from your contact.

3. You can view their phone number here and use it to call them back from your phone's native dialer.

Still Having Trouble?

If you have followed these steps and a contact's call is still being blocked, our support team is here to help. To help us investigate quickly, please contact support and provide the following information:

• The phone number of the contact that was blocked.
• A screenshot of your Call Guard call log from the Cloaked app.
• A screenshot of your recent calls log from your phone's native phone app.