| Requirement | Details |
|---|---|
| Safina plan | Any plan (from Basic) |
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: Reset All Forwarding
First, we make sure no old or faulty forwarding rules are still active with your mobile carrier. An old rule can stop the forwarding to Safina from working.
- Open the Safina app and go to the “Safina AI” tab.
- Below your Safina number, tap “Call Forwarding”.
- Under “Reset all forwarding”, tap the button with the code
##002#. Your Phone app opens with the code. - Tap the green call button. After a moment, your carrier confirms that all forwarding rules have been cleared.
You can also enter the code ##002# in your Phone app yourself and tap the call button.
Step 2: Turn On Each Situation Again in the Safina App
Now that everything has been reset to zero, you turn the forwarding to Safina on again. Each situation has its own code.
- On the same page, under “Set up forwarding”, tap “When you don’t answer”.
- In the sheet, under “Turn on”, tap the green button with the code. Your Phone app opens, and your Safina number is already in the code.
- Tap the green call button and wait for your carrier’s confirmation.
- Repeat this for “When you’re on another call” and “When your phone is off or has no signal”.
After that, make a test call and let it ring. The issue should now be resolved.
Does Your Network Reject a Code?
If your carrier reports an error for one code, still turn on the other two. For “When you don’t answer”, a different ring time often helps. Most networks accept 5, 10, 15, 20, 25 or 30 seconds.
Declined Calls Do Not Reach Safina
Did you test Safina by declining a call? On some networks, a declined call counts as busy, and Safina takes it. On other networks, it goes to your mailbox. Your phone then tells the network that you declined the call, not that you are busy, so the forwarding does not apply. Test again and let the call ring this time. Safina reliably takes calls that you let ring, calls while you are on another call, and calls when your phone is unreachable.
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 through our help and contact page. We’ll take a detailed look at the issue together with you.
Your Safina Team
