Shieldline Support

Carrier networks sometimes accept a code but do not actually activate conditional forwarding. Confirm that you pressed Call and waited for the carrier's confirmation before hanging up. Then run Shieldline's forwarding-verification step and decline the verification call so it loops through the forwarding path.

If verification still fails, check that the carrier selected in Shieldline matches your mobile line. MVNOs sometimes use a host carrier's code, and some carriers require separate busy, no-answer, and unreachable codes. Contact your carrier and ask whether conditional call forwarding to a US toll-free number is enabled on your plan.

• Confirm Shieldline shows forwarding as verified and that “Unmask blocked calls” is enabled.
• Decline the incoming call. Conditional forwarding normally activates on decline, busy, no answer, or unreachable—not merely because caller ID is hidden.
• Make sure forwarding still points to the toll-free number assigned by Shieldline.
• Some carriers and internet-based calling services strip or replace ANI or Diversion signalling. Those calls may appear as unknown or may not be routable to the correct account.

If the problem continues, email support with your carrier, approximate call time and time zone, and whether your phone rang again. Do not email the caller's full number unless support asks for it through an appropriate channel.

Audio download and automated transcription are separate processing steps. A voicemail can remain playable even if transcription is delayed or fails. Wait a few minutes, reopen the call, and confirm your network connection. Very short, silent, noisy, unsupported, or interrupted recordings may not produce useful text. If audio plays but the transcript remains unavailable, contact support with the approximate voicemail time.

Dial the disable code from the same mobile line and press Call:

• AT&T, T-Mobile, and most GSM/MVNO lines: ##004#
• Verizon: *73

Wait for carrier confirmation. Carrier codes can vary, especially on MVNOs, so contact your carrier if the code is rejected. Signing out, deleting Shieldline, or deleting your account does not reliably turn off carrier forwarding.

iPhone or iPad: open Settings > your Apple ID name > Subscriptions > Shieldline > Cancel Subscription. App Store purchases are managed and cancelled through Apple.

Android or web: open Shieldline Settings and choose Manage to open the Stripe billing portal, where available.

Deleting your Shieldline account does not cancel an Apple subscription. Cancel with Apple separately to stop future renewal.