Help centre

Something not working?

Find your issue below. Most are fixed in under two minutes with one dial code.

Help centreiPhone call forwardingAndroid call forwardingTroubleshootingFAQ
My phone isn't ringing, calls go straight to my assistant

This means unconditional forwarding is active: every call is being sent to your assistant before your phone gets a chance to ring.

Fix: open the Phone app keypad and dial these codes one at a time, tapping Call after each:

##21#
##61#
##62#
##67#

Each clears a different type of forwarding. Then set up "when no answer" forwarding again:

**61*+61XXXXXXXXX*11*20#
Calls go to my carrier voicemail instead of my assistant

Your carrier's voicemail is intercepting calls before they reach your assistant.

Step 1, clear all carrier voicemail and forwarding:

##002#

Step 2, set up forwarding again:

**61*+61XXXXXXXXX*11*20#

This removes carrier voicemail. If the service were ever unreachable, callers would hear a busy tone instead of voicemail. Rare, but worth knowing.

Callers get a fast busy tone or an error message

The number was probably mistyped. It must include the country code and no spaces.

Fix: clear all forwarding:

##002#

Then set it up again carefully, copying the code from your dashboard:

**61*+61XXXXXXXXX*11*20#
The phone says the setting failed or was rejected

Check the number has +61 at the start. Restart the phone and try the code again. Some prepaid plans need call forwarding enabled by the carrier first: ring them (numbers on the help centre home) and ask for "divert on no answer" to your assistant's number.

I'm not receiving the email summary after calls
  1. Check spam or junk first.
  2. Dashboard → Account: is the summary email address right?
  3. Summaries take up to a minute after the call ends.
  4. Calls under about 15 seconds (hang-ups, wrong numbers) do not generate a summary.
  5. Business tab → Caller handling: is the caller on your blocked list?
My assistant is using the wrong name or introduction
  1. Dashboard → Your VA tab.
  2. Update the name and greeting.
  3. Press Save. The next call uses the new settings.
How do I turn off forwarding temporarily?

To pause and go back to normal, dial:

##61#

To turn it back on:

**61*+61XXXXXXXXX*11*20#

Replace +61XXXXXXXXX with the number shown in your dashboard.

Still need help?

Use the chat assistant at the bottom right of this page, or email support@aftertone.com.au. Logged in? Your dashboard shows these guides with your own number filled in, plus a button that rings you to confirm forwarding is working.

Need help?