Spam dispute
Q: My calls are being displayed as spam. What can I do to change this?
Reputation
Q: By registering with Branded Call will my phone reputation improve?
A: Legitimate businesses that register their company and phone numbers with Hiya are inherently less likely to be labeled as spam than companies that have not been vetted. However, the reputation of your phone numbers depends primarily on user feedback, such as spam reports and blocked calls.
Q: By registering with Branded Call will my information be used to display my calls as spam?
A: No. Business information collected through Branded Call is completely independent from Hiya’s spam detection services.
Q: Why are my calls being displayed as spam by Hiya?
A: The reputation of your phone numbers depends primarily on user feedback, such as spam reports and blocked calls. If you believe your numbers are being displayed as spam in error, Hiya can help you assess and take steps to improve your reputation. Please submit a request for us to investigate.
Q: Can I pay to have my business phone number’s reputation changed?
A: No. Hiya’s reputation service is completely independent from Branded Call. By registering with Branded Call our team can work with you to improve or correct your reputation.
Q: My number has been displayed as spam. What can I do to change this?
A: Hiya can help you assess and take steps to improve your reputation with call recipients. Please submit a request for us to investigate.
Q: Hiya reports that my calls are not being displayed as spam but some calls are still being displayed as spam. Why is this?
A: There may be another service between you and the call recipient that has determined that your calls are spam and affects the way your calls are displayed on the device.
Phone number attributes
Q: What is ‘Call reason’?
A: Call reason allows you to provide additional details about your call to call recipients. Please note that due to carrier and device limitations, the call reason is currently only displayed on Android-based phones. For more details, visit our Adding phone numbers guide.
Q: Do I have to fill in every attribute field for a phone number?
A: Every number must include the country code and caller business name. However, including a caller image and other details makes it more likely that recipients will answer your call. For more details, visit our Adding Phone Numbers guide.
Q: What does ‘Do not originate’ mean?
A: Numbers marked as ‘Do not originate’ (also known as DNO) should only receive inbound calls and never be used to make any outbound calls. This is an added security measure to prevent your number from being spoofed. Calls placed from any number marked as "do not originate" will be displayed as fraud.
Phone number validation status
Q: Why is my number still pending?
A: When a phone number is added, it will be in ‘pending’ status until approval. This should take no longer than 24-48 hours. You will be notified by email of any changes made to the status of your numbers.
Q: When does my branded call appear on the phone screens?
A: When a new branding is added with a phone number, it has to go through an approval process. This usually takes 24-48 hours. Once the attributes of a phone number are approved, your number will be shown with the approved attributes and details.
Contacting the Hiya team
You can contact the Hiya team with questions or issues using this form.