Incoming calls from xMatters are marked as spam, fraud, or scam on my call display

Question

My mobile phone provider is marking calls from xMatters as spam, or as "potential fraud or scam" calls. Why is this happening and what can I do about it?

Environment

• All versions of xMatters

• Voice calls

Issue

Mobile phone providers frequently update their spam, fraud, and scam detection systems. These systems look at factors such as call volume, frequency, and patterns. During a major incident or widespread event, xMatters may place a high number of calls over a short period of time, which can cause some providers to incorrectly classify those calls as spam or potential fraud/scam.

We're aware of several networks that are currently doing this, including:

• AT&T

• Verizon

• US Cellular

• T-Mobile

We are actively working with our providers and the individual monitoring vendors (including caller registries used by carriers) to help ensure that phone numbers sending xMatters notifications are correctly identified as legitimate and are not incorrectly added to their spam or scam lists.

Solution

If your incoming calls from xMatters are being marked as spam, fraudulent, or potential scam, you can try the following:

• Confirm the behavior: If possible, test calls from different xMatters caller IDs to see if the issue affects one or multiple numbers.

• Check your own phone settings: Review any settings such as "Silence Unknown Callers", call blocking, or spam filters on your device.

• Add known xMatters numbers to your contacts: If your organization uses a consistent xMatters caller ID, add it to your phone's contacts.

• Contact your mobile carrier: Reach out to your carrier's customer support and ask them to review the specific xMatters caller ID(s) that are being flagged or blocked. Request that they remove these numbers from their spam or fraud lists, or apply an exemption for xMatters calls if available.

• Work with your xMatters admin and Support:

  • If your organization manages its own dedicated caller IDs for xMatters, ensure they are consistently used and clearly associated with your business communications.

If you receive calls from xMatters that are marked as spam, fraudulent, or potential scam on a network that isn't listed above, or if the problem continues open a ticket with xMatters Customer Support at https://support.xmatters.com with details of the affected phone number(s), carrier(s), and example call times so we can investigate further.