---
title: "Troubleshoot call forwarding"
url: https://support.hifiapp.com/en/articles/22-troubleshoot-call-forwarding
collection: "Phone number setup"
updated: 2026-10-29
language: en
---

# Troubleshoot call forwarding

## Why do my calls still ring my phone’s built-in Phone app?

Calls that ring your phone’s built-in Phone app instead of HiFi usually mean call forwarding is off. When forwarding is on, your carrier sends calls to HiFi, and HiFi rings you or answers based on your settings.

1.  Open **Account & settings > Call forwarding status**. If it says **Disabled**, tap **Enable** and follow the steps.
    
2.  Check **Home** for a card that says HiFi can’t receive your calls. Tap **Enable forwarding** to fix it.
    
3.  Tap **Call me** in **Account & settings** to get a test call from HiFi.
    

If forwarding shows **Enabled** but calls still ring your built-in Phone app, your carrier might not have accepted the code. Dial your carrier’s code again yourself. For the codes, read “Set up call forwarding manually with carrier codes”.

Also check that you set up forwarding for the right number. HiFi can only receive calls to the number you verified during setup.

## Why don’t my outgoing calls go through HiFi?

Calls you make from your phone’s built-in Phone app always go out through your carrier, not HiFi. Call forwarding only affects calls coming in to you.

To make a call through HiFi:

1.  Open HiFi.
    
2.  Tap the **Dial** tab and enter a number, or tap a contact in the **Contacts** tab.
    
3.  Tap the call button.
    

You can also tap **Call back** in a call’s **Call Details**. Calls from your built-in Phone app don’t get HiFi summaries, transcripts, or scam warnings.

## I uninstalled HiFi and now I don’t get any calls. What do I do?

Deleting HiFi doesn’t turn off call forwarding. Your carrier is still sending your calls to HiFi. To get your calls back, turn off forwarding by dialing your carrier’s off code.

1.  Open your phone’s built-in Phone app.
    
2.  Dial the off code for your carrier:
    
    -   **AT&T, T-Mobile, Mint Mobile, Metro by T-Mobile, Cricket, Boost Mobile:** ##21#
        
    -   **Verizon, Xfinity Mobile, Tracfone, Spectrum:** \*73
        
3.  Tap the call button.
    
4.  Wait for your carrier to confirm.
    

Your calls then ring your phone as usual. If they don’t, contact your carrier and ask them to turn off call forwarding. If you still have a HiFi subscription you don’t want, cancel it in the App Store or Google Play. Read “Cancel HiFi”.

## What does “Let’s get back on track.” mean?

**Let’s get back on track.** means HiFi couldn’t confirm that call forwarding is working. Common causes are a temporary technical issue, the wrong carrier selected, or a problem on your carrier’s side.

1.  Restart your phone, then try again.
    
2.  If you picked the wrong carrier, tap **Change my carrier**.
    
3.  Tap **View troubleshooting steps** for more help, or **Contact support** to reach the HiFi team.
    

If you see **We’re having trouble verifying your call forwarding status.**, turn off call forwarding, then set it up again.

## Troubleshooting

-   **Your carrier isn’t listed:** HiFi doesn’t support call forwarding with your carrier. Tap **Carrier Not Listed**, and HiFi helps you get a new **HiFi number** instead.
    
-   **“No SIM available” or “SIM is required to enable call forwarding”:** Call forwarding needs the SIM card for your number in this phone. Insert the SIM or turn on your eSIM, then try again.
    
-   **The verification code doesn’t arrive:** Check that you entered the phone number for this phone. Wait for the **Resend code** timer to end, then request a new code.
    
-   **“Your subscription has expired” or “Subscription required”:** Without a subscription, HiFi can’t pass forwarded calls to you. Renew your subscription, or turn off call forwarding so calls ring your phone directly.
    
-   **“Call forwarding is turned off.”:** Forwarding isn’t active at your carrier. Open **Account & settings > Call forwarding status** and tap **Enable**.
    

## Related articles

-   “Set up call forwarding in HiFi”
    
-   “Set up call forwarding manually with carrier codes”
    
-   “Turn off call forwarding”
    
-   “Contact HiFi support”