Note: This troubleshooting guide focuses on call forwarding issues from your mobile phone. If you’re having problems with your landline, the cause usually lies in the router settings. In that case, please check our guide on setting up forwarding on your router.
You’ve set everything up on your phone, but calls aren’t reaching your Safina assistant? Don’t worry. This issue is usually caused by a minor glitch in your mobile carrier’s settings and can typically be resolved with a simple “reset.”
Let’s walk through this together step by step.
The 2-Step Fix: Reconfigure the Forwarding
In the vast majority of cases, this method solves the problem. We’ll completely reset all forwarding rules and then set them up cleanly from scratch.
Step 1: Deactivate All Forwarding
First, we need to make sure no old or faulty rules are still active with your mobile carrier.
- Open the Phone app on your smartphone (the app you use for regular calls).
- Enter the universal code ##002# on the dial pad.
- Tap the call button to “dial” this code.
- After a brief moment, you should see a confirmation message from your mobile carrier on screen, letting you know that all call forwarding rules have been cleared.
Alternatively, you can open the Safina app directly and go to the “Safina AI” tab, then under “Forward to Safina,” click the “Deactivate” button. This automatically dials the code ##002#. You’ll just need to tap the call button.
Step 2: Reactivate Forwarding Through the Safina App
Now that everything has been reset to zero, we simply set up the forwarding to Safina again.
- Open the Safina app.
- Go to the “Safina AI” tab and then to the “Call Forwarding” menu item.
- Select the desired rules (we recommend “Select All” to start) and tap “Activate”.
- The app will now guide you through the process just like during the initial setup, where you only need to tap the call button in your Phone app to confirm the control code.
After that, it’s best to make a test call. The issue should now be resolved.
Important Note for Apple Users: Live Voicemail
On iPhones, a special feature called “Live Voicemail” can occasionally conflict with call forwarding. If you’re using an iPhone and the steps above didn’t solve the problem, please deactivate this feature.
- Go to your iPhone’s “Settings”.
- Use the search bar at the top to search for “Live Voicemail”.
- Turn off the feature in the menu that opens.
Still Having Problems? We’re Here to Help.
If the forwarding still isn’t working despite trying everything, please don’t hesitate to contact our support team. You can reach us at safina.ai/help/personal. We’ll take a detailed look at the issue together with you.
Your Safina Team