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 and what can I do about it?

Environment

  • All versions of xMatters
  • Voice calls

Issue

Mobile phone providers often implement new or update their existing spam and fraud monitoring software. This software can sometimes incorrectly flag xMatters as a source of spam calls just because of the frequency and duration of calls made during a major incident or widespread event.

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

  • AT&T
  • Verizon
  • US Cellular

We are working with our providers and the individual monitoring vendors to ensure that phone numbers sending xMatters notifications don't get incorrectly added to their spam lists.

Solution

If your incoming calls are being marked as spam, please call or contact your service provider and request that they remove the number from their spam list.

If you receive calls from xMatters that are marked as spam, fraudulent, or potential scam on a network that isn't listed above, please open a ticket with xMatters Customer Support at https://support.xmatters.com and we will investigate. 

 

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