Scroll down to the "How to update your MDN" section and redo these steps. This is a common fix you should try before reaching out to support and often resolves the issue immediately.
How to unmask a customer phone number:
If the masked phone number is not routing the call to the customer you are trying to reach, please click the link to unmask the customer’s phone number. You may call the customer’s number directly. This option should only be used if your attempt to call using the masked number fails due to incorrect routing.
Alternatively, to avoid disclosing your number to the customer, you may contact HelpDesk and ask them to communicate with the customer on your behalf. Again, only use this option if there is an issue with the masked phone number.
Any time you have an issue with a masked phone number, please submit a bug report via the Anywhere Expert app.
Why does a masked phone number call Asurion?
There are two main reasons why a masked number forwards calls to Asurion instead of the customer you are trying to reach:
- If you are calling the customer after you completed a job, the masked number is no longer active because the session has been already closed. The same is true for customers trying to reach experts after a job has been delivered. To protect our customers and employees, the masked number will route all calls to Asurion after job completion. This was designed Intentionally to prevent customers from calling experts after their appointment. But the same rule applies to experts trying to reach out to customers after a job is complete.
- If your device MDN has changed since you entered it into the Anywhere Expert app, your current phone number is not recognized by our systems. To prevent spams from reaching our customers, we block calls from numbers we do not recognize. In this case, the calls are routed to Asurion for general support. For this reason, you should always ensure your MDN is updated in our systems.
How to update your MDN
Step 1: On your Anywhere Experts app, from the main menu, click "update MDN."
Step 2: Type your phone number in the open text box:
Step 3: Asurion will send you a code via SMS to verify your number. Type the code in the open text field:
Step 4: Once you complete all the steps above, you should see a confirmation in your screen:
Why does a masked number call to the wrong customer?
We leverage several interconnected systems to deliver a device to a customer. Sometimes there are defects within a system that is outside of the Anywhere Experts app. We have identified an issue with one of the systems we use to communicate with customers. We are working with our external partners on resolving this issue in the near future.