⚡ Quick answer -
- If you forward a personal SIM/landline to MyOperator, confirm the forwarding target matches the Virtual/Service Number shown in Dashboard → Numbers.
- If you don’t use forwarding, make sure the number, plan, and KYC status are Active in Dashboard → Billing / Compliance.
- Correct any digit typos or missing country/STD codes in ads or websites.
- 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
- Account & number statusDashboard → Billing → Plan & Validity = ActiveDashboard → Compliance/KYC = ApprovedDashboard → Numbers = Active (not Porting/Suspended)
- Call-flow healthDashboard → IVR/Call Flow• Entry node enabled, business hours open• At least one available agent/queue
- Number format published correctlyCheck ads/web: use full E.164 (+91XXXXXXXXXX) or the exact 1800 format provisioned.
- 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
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