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# 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.

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## 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.

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## 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

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## 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.

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## 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)

2. Call-flow health

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

3. Number format published correctly

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

4. Dual-carrier test

   * Dial from two separate networks to rule out caller-side routing issues.

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## 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).

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## 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.

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## 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 |

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