If you've previously set up your ProLine inbound calling and are just trying to troubleshoot why it isn't working as expected, this guide is for you. Follow the instructions below.
Step 1. Check your Call System Mode
Navigate to the phone tab of your account settings, and make sure your settings are correctly set up. Follow the steps below:
Click the hamburger menu (☰) → Account Settings → Phone tab.
Check your Call System Mode from the drop down menu. If you need incoming calls to ring on your cellphone, then you need to select the Classic call system mode, or the Hybrid call system mode. Both modes handle incoming calls to your cellphone the same way, though each has its own additional settings.
💡 Note: You can also use the Direct call system mode for incoming calls. However, keep in mind this setting won't mask your personal mobile device number. More details about this here.
The following is expected behavior regarding calls in ProLine:
All Inbound Calls Show As Your ProLine Number: On Classic and Hybrid call system modes, all inbound calls show as your ProLine number. You will only see the actual caller's number and contact information inside the ProLine app or in the call notification.
Outbound Calls Via The Mobile App Show Your ProLine Number: When you initiate an outbound call through the mobile app, your ProLine number will always show as the number you are calling. The outbound call is then forwarded to the actual contact.
Unknown Callers That Don't Ring Are Spam: If you receive a notification for an unknown inbound call but it doesn't ring, this is likely a spam dialer. If this happens with a saved contact, it means the caller hung up before the call could be fully forwarded.
Step 2. Check Your Device Number
Navigate back to the Phone tab (☰ → Account Settings → Phone) and check the following:
Make sure your Your Device Number field has the phone number of the cell phone where you have the ProLine app installed. If this number is incorrect, incoming calls will not ring on your device.
If you have Forward Inbound Calls To a Different Number enabled, make sure that number is correct. This setting is useful if you need all incoming calls routed to a different number, such as a main office line or a receptionist.
⚠️ Important: Do not enter your ProLine number in any fields on the Phone tab. Doing so will break inbound or outbound calling.
Step 3. Save Your ProLine Number as a Contact on Your Phone
Click the profile icon in the upper right-hand corner of ProLine.
Select and copy your ProLine number.
Open your phone's contacts app and save your ProLine number as a contact — name it "My ProLine Number" or something easily recognizable.
Saving your ProLine number ensures that forwarded inbound calls make it past any unsaved caller blocks on your phone, and makes it easy to identify when a call is coming through your ProLine number.
Step 4. Turn Off Do Not Disturb or Focus Mode
Do Not Disturb (Android) and Focus Mode (iPhone) will both prevent incoming calls from ringing. Make sure these are turned off when you want to receive calls, or that you've set exceptions for both the ProLine app and your saved ProLine number contact.
Step 5. Contact ProLine Support
If you've followed all the steps above and are still experiencing issues, please reach out to ProLine support via chat or by emailing support@proline.app with a detailed description of the behavior you're experiencing.