Managing your business

Managing your customers

Business Phone Number: Troubleshooting Call and SMS Issues in the Wix App

We've compiled a list of some general issues related to using Business Phone Number in the Wix app. Click the issue you're experiencing to learn how to troubleshoot it.

Issues with Business Phone number calls

Click on the issue you're having to learn how to resolve it.

I can't make calls because I'm not an agent

In order for someone to make outgoing calls from the Wix app, they will need to be invited as a call agent.
When you invite someone to become an agent, they automatically become a "Limited Agent", which can only accept incoming calls.
In order to be able to make outgoing calls, the agent has to accept the invitation sent to their email. This will make them a "Back-office Manager" of the website, which can call others through the business number. Learn more about managing call agents.

I can't make calls when a phone number is not connected

When inviting an agent, their personal number and email must be linked to make outgoing calls.
Agents have to be logged in to the Wix app through the same email address which was linked during the earlier invitation.

Calls don't go through when my Caller ID is disabled

When you make a call with the Wix app, your call is directed to the Business Phone Number switchboard before you are connected to another person. This ensures that your business number appears on the other person's incoming caller ID.

In order for Wix to verify the call is coming from your phone, enable the Caller ID feature on your personal device. If you cannot enable the Caller ID from your device, contact your wireless provider for assistance.

Note: International communication is not supported.

I can't receive incoming calls

Try changing the Caller ID (business/caller) option by going to Business Phone Number in your site's dashboard to manage your settings.

Issues with Business Phone Number SMS messages

You can use SMS messages to communicate with your contacts through the Wix app. Click on the issue you're having to learn how to resolve it.

I can't send SMS messages

Your SMS messages could be filtered if they are in violation of our terms of use.

Note: International communication is not supported.

I can't receive verification SMS messages

If you attempt to use your Business Phone Number to receive verification codes from services such as Google or Facebook, the SMS won't go through if the company uses a 5 or 6 digit number (i.e. a 'short code') to send the message.

Unfortunately, Business Phone Number cannot receive messages from these numbers. When signing up for a service like the examples above, we recommend using a phone number other than your business phone number as we cannot guarantee the verification message will go through.