How do I remediate and resolve flags with Hiya and/or AT&T?
When it comes to resolving flags with AT&T or Hiya SmartCall, you'll quickly find under your Carrier & App Remediation forms that they work with the same form. At a basic level - remediation with one form will make a request to both platforms.
Need to get a list of your currently flagged numbers for AT&T? See Exporting a List of Filtered Phone Numbers
Note: Remediation =/= Resolution. By remediating, you are requesting that your reputation with the platform you remediate with should re-review your status as you believe it to be false. The platform may deny your request if your calls are not TCPA compliant,
- Start by heading to Resources > Carrier & App Remediation within your account.
- If you do not have access to this resource page, you may need to start a new subscription or register with us at https://app.calleridrep.com/register
- Next, find the service "AT&T" (or you can use Hiya). Under the Website column in this row, you should see Link #2 that starts with HiyaHelp. Click this link to be taken to a form request page.
- Once you're at a form that has the title "Submit a request", see the following instructions for each field
| Field Name | Recommended Option | Additional Notes |
| Choose your Issue Below | There is a problem with the information shown for a phone number | |
| Your Email Address | Best contact email for you or a member of your team should Hiya need to reach out | |
| Description | Insert information about what your company does and calls for. | |
| Does the number belong to a Business or a Person? | Business | |
| Would you like for us to change or remove your information? | Change | |
| I believe my number is wrongly flagged as spam | True/Check this box | |
| Phone number(s) that need action | Insert just one number affected by AT&T or Hiya. You'll add additional numbers later. | |
| Country Code | United States (+1) | |
| Business Name/Display Name | Typically this should be your company legal name. This will most likely be shown on Hiya instead of "Potential Spam"/"Spam Likely" should remediation be successful. | |
| Business Website | Insert a link here that represents your company. This may be reviewed by Hiya for compliance and verification | |
| Your Name and Title | Optional, this should be the person filing for remediation or best contact. | |
| Are you contacting Hiya on behalf of another business? | No | |
| Average Monthly Call Volume | Best estimate of the amount of outbound calls your company makes | |
| Wrong Caller ID Name | You can insert here what your display name on your phone number currently shows, otherwise this is optional and will not affect your remediation status |
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From there, make sure to accept the Terms and Conditions, then if you have additional numbers available in a CSV list, you can add this in the "Attachments" box.
Once your request has been completed, please note that Hiya/AT&T staff only complete tickets on business days (Monday - Friday). Should you make a request on Friday, you may not see a response until at least Monday afternoon.