Why do callers hear “wrong number/number doesn’t exist” on my MyOperator business line—and how do I fix it?

Why do callers hear “wrong number/number doesn’t exist” on my MyOperator business line—and how do I fix it?

⚡ Quick answer -

  1. If you forward a personal SIM/landline to MyOperator, confirm the forwarding target matches the Virtual/Service Number shown in Dashboard → Numbers.
  2. If you don’t use forwarding, make sure the number, plan, and KYC status are Active in Dashboard → Billing / Compliance.
  3. Correct any digit typos or missing country/STD codes in ads or websites.
  4. Test again from two different carriers; you should now reach the IVR or an agent.

When should I use this guide?

Use it whenever callers report a carrier message like “wrong number,” “invalid number,” or “subscriber does not exist” when dialling your published business number.

1. Prerequisites

• Your published Business Number (what callers dial)

• Your Virtual/Service Number (Dashboard → Numbers)

• Access to the forwarding SIM/landline or MyOperator Dashboard

• Ability to make two test calls from different carriers

2. Scenario A — Fix it when you use call forwarding

Step

Action

nav/code

1

Confirm the correct target

Dashboard → Numbers → [Business No.] → Virtual/Service Number

2

Check forwarding on your device

iPhone → Settings → Phone → Call Forwarding

Android → Phone App → Settings → Call Forwarding

3

(Optional) Verify via MMI

*#21# = check, **21*<VirtualNo># = set, ##21# = cancel

4

Toggle Off → wait 10 s → On with correct number

—

5

Test from another carrier

Call your Business Number (not the virtual one)

Expected: You hear the IVR greeting or an agent rings.

3. Scenario B — Fix it when you do not use call forwarding

  1. Account & number statusDashboard → Billing → Plan & Validity = ActiveDashboard → Compliance/KYC = ApprovedDashboard → Numbers = Active (not Porting/Suspended)
  2. Call-flow healthDashboard → IVR/Call Flow• Entry node enabled, business hours open• At least one available agent/queue
  3. Number format published correctlyCheck ads/web: use full E.164 (+91XXXXXXXXXX) or the exact 1800 format provisioned.
  4. Dual-carrier testDial from two separate networks to rule out caller-side routing issues.

4. Expected outcome & how to verify

• Each test call reaches the IVR or an agent—no carrier error.

• Logs: Calls → Logs show a normal inbound entry (no failures).

5. Edge cases

• Dual SIM phones: Forwarding may be set on the wrong SIM.

• Recent SIM swap/eSIM: Carriers often reset call-forwarding—re-apply it.

• KYC hold: The Number shows suspended until the docs are approved.

6. Troubleshooting checkpoint

Symptom

Likely cause

Quick fix

No retries happen

Max attempts = 1

Increase & republish

Calls still fail after the fix

Plan expired / KYC pending

Renew plan/upload docs

Only one carrier fails

Inter-carrier routing

Escalate with failed examples

Keywords: wrong number, number doesn’t exist, invalid subscriber, call forwarding, KYC hold, MyOperator