Tideflow Docs

Symptoms

You set up call forwarding but one of the following is happening:

Calls go to your personal voicemail instead of Tideflow
Callers hear a busy signal or the call drops
Tideflow never picks up the call
Forwarding seemed to work once but stopped

Step-by-step checks

1. Confirm forwarding is active on your carrier

Dial the check code for your carrier to verify forwarding is still enabled:

Check unconditional forwarding: *#21# and press call
Check unanswered forwarding: *#61# and press call

If the response says forwarding is not active, re-enable it using the steps in set up call forwarding.

2. Check the destination number

Make sure forwarding points to your Tideflow number, not another number. You can find your Tideflow number in the dashboard under workspace settings.

A common mistake is forwarding to the wrong number or including an incorrect country code. The Tideflow number should be entered in full international format (e.g. +614xxxxxxxx).

3. Check your Tideflow workspace is active

If your workspace subscription has expired or is paused, Tideflow may not be able to handle the forwarded call. Check your plan status in the dashboard under billing.

4. Test with a different phone

Call your business number from a phone that is not the one connected to Tideflow. Some carriers behave differently when the forwarding source and the calling device are the same phone.

5. Check your carrier for forwarding restrictions

Some carriers have limitations that can affect forwarding:

Prepaid plans may not support forwarding to all number types
Business PBX systems may have separate forwarding rules that override handset settings
VoIP providers may require you to configure forwarding through an admin portal rather than dialler codes

6. Check for carrier-level voicemail interception

If calls go to your carrier's voicemail before forwarding kicks in, the carrier is intercepting the call. Try:

Disabling your carrier voicemail entirely
Extending the ring timeout so forwarding triggers before voicemail (this is often configurable with your carrier)
Switching to unconditional forwarding (all calls) if you were using unanswered-only forwarding

Still not working?

If you have worked through all the checks above and calls are still not reaching Tideflow, contact support@tideflow.au with:

Your Tideflow workspace name
Your carrier and plan type
The forwarding type you configured (all calls or unanswered only)
The approximate time of a failed test call