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Call Protect App is blocking wrong number

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Call Protect App is blocking wrong number

The Call Protect App is blocking calls from my daughter.  She is calling from a ATT cell phone.  When she calls the phone does not ring and the call goes to voice mail.  The call shows up in the All calls in the app, but does not show as being blocked.  So I can't go into the app and unblock.  How do I stop the app from blocking this wanted call?

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Message 1 of 10
Administrator

Re: Call Protect App is blocking wrong number

Hello @dunivent, allow us to lend a helping hand! When you receive a notification for a blocked call tap on the notification to open to app. Once the app is open, on the call details screen, you can select report of unlock. You can find more information about the At&t call protect app in the article provided. Have a great day!

 

Makaela, AT&T Community Specialist.


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Message 2 of 10
Tutor

Re: Call Protect App is blocking wrong number

When I look at the call details for the call I’m not receiving, it shows in the detail that it is not blocked, so I can’t unblock. This number is also listed in my contacts, and I have turned on access in the app. But this one call is always blocked.
Message 3 of 10
Tutor

Re: Call Protect App is blocking wrong number

I’m still waiting for an answer.
Message 4 of 10
Administrator

Re: Call Protect App is blocking wrong number

Hello @dunivent,

 

We can definitely take a closer look into why these calls are being blocked. A list of blocked calls can be viewed in the AT&T Call Protect app. If a call is auto-blocked as fraud, adding the caller to your address book does not prevent the call from being blocked. To unblock the caller, you'll need to manually unblock them within the AT&T Call Protect app within the call log. Let us know if you have any further questions or concerns.

 

Sean, AT&T Community Specialist

 

 


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Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
Message 5 of 10
Tutor

Re: Call Protect App is blocking wrong number

As I’ve stated previously, I can’t unblock the blocked call in the app, because it is not showing up as blocked.
Message 6 of 10
Tutor

Re: Call Protect App is blocking wrong number

There was no resolution, none of the recommendations worked.  I solved my problem by unsubscribing from the Call Protect app and deleting.

Message 7 of 10
Administrator
Solution
Accepted by Digital Assistant (Digital Assistant)
Accepted by ATTForumsBot
‎11-08-2019 10:39 AM

Re: Call Protect App is blocking wrong number

@dunivent,

Since the call is not showing to be blocked within the call log, we can try some troubleshooting of the app!

 

Within the app, can you please change the setting for the Unknown category to Allow? There have been some instances where customers are receiving blocked calls for numbers that weren't previously, and this was an effective workaround.

 

If this does not help, please try uninstalling and reinstalling the app to refresh the app and give it a fresh installation.

 

Let us know if this helps!

 

Trace, AT&T Community Specialist


Need help?
Ask a question to get help from the AT&T Community or support from AT&T specialists. If this reply helped you please use Accept solution to mark it as an Accepted Solution.
*I am an AT&T employee, and the postings on this site are my own and don't necessarily represent AT&T's position, strategies or opinions.
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Message 8 of 10
Contributor

Re: Call Protect App is blocking wrong number

What is a “report of unlock”?

Message 9 of 10
Contributor

Re: Call Protect App is blocking wrong number

If I uninstall the app, then reinstall, Will I be getting calls from all the robo spammers that I have taken the time to block?

Message 10 of 10
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