Articles on: MyOperator

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 status


  • Dashboard → Billing → Plan & Validity = Active
  • Dashboard → Compliance/KYC = Approved
  • Dashboard → Numbers = Active (not Porting/Suspended)


  1. Call-flow health


  • Dashboard → IVR/Call Flow
  • Entry node enabled, business hours open
  • At least one available agent/queue


  1. Number format published correctly


  • Check ads/web: use full E.164 (+91XXXXXXXXXX) or the exact 1800 format provisioned.


  1. Dual-carrier test


  • Dial 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

Updated on: 27/11/2025