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988 Frequently Asked Questions | SAMHSA

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Full 988 implementation requires a bold vision for a crisis care system that provides direct, life-saving services to all in need. This leads to many questions about 988. We at SAMHSA welcome these questions.

FAQs About 988 Basics
FAQs About Federal/State Roles and Funding
FAQs About Call Routing, Privacy, Network Functioning

The 988 Suicide & Crisis Lifeline (formerly known as the National Suicide Prevention Lifeline) offers 24/7 call, text and chat access to trained crisis counselors who can help people experiencing suicidal, substance use, and/or mental health crisis, or any other kind of emotional distress. People can also dial 988 if they are worried about a loved one who may need crisis support.

The Lifeline accepts calls, texts, and chats from anyone who needs support for a suicidal, mental health and/or substance use crisis.

Yes. 988 is built off of the 10-digit number. Using either number will get people to the same services. In the end, 988 is an easier-to-remember way to access a strengthened and expanded network of crisis call centers.

The Lifeline responds 24/7 to calls, chats or texts from anyone who needs support for suicidal, mental health, and/or substance use crisis, and connects those in need with trained crisis counselors.

When calling 988, callers first hear a greeting message while their call is routed to the local Lifeline network crisis center (based on the caller’s area code). A trained crisis counselor answers the phone, listens to the caller, understands how their problem is affecting them, provides support, and shares resources if needed. If the local crisis center is unable to take the call, the caller is automatically routed to a national backup crisis center. The Lifeline provides live crisis center phone services in English and Spanish and uses Language Line Solutions to provide translation services in over 250 additional languages for people who call 988.

Chat (English only) is available through the Lifeline’s website at 988lifeline.org/chat. People seeking chat services are provided a pre-chat survey before connecting with a counselor, who identifies the main area of concern. If there is a wait to chat with a crisis counselor, a wait-time message will appear. If demand is high, people can access the Lifeline’s “helpful resources” while waiting. Once you are connected, a crisis counselor listens to you, works to understand how your problem is affecting you, provides support, and shares resources that may be helpful.

When someone texts to 988, they are responded to by a group of Lifeline crisis centers that answer both chats and texts. This service will expand over the next few years to increase local and state level response. Once you are connected, a crisis counselor listens to you, works to understand how your problem is affecting you, provides support, and shares resources that may be helpful. Currently, texting is available in English only.

Yes, the Lifeline works. Numerous studies have shown that most Lifeline callers are significantly more likely to feel less depressed, less suicidal, less overwhelmed, and more hopeful after speaking to a Lifeline crisis counselor.

Almost 98% of people who call, chat or text the 988 Lifeline get the crisis support they need and do not require additional services in that moment. The 988 Lifeline crisis counselors are trained to help reduce the intensity of a situation for the person seeking help, and connect them to additional local resources, as needed, to support their wellbeing.

988 was established to improve access to crisis services in a way that meets our country’s growing suicide and mental health-related crisis care needs. 988 provides easier access to the Lifeline network and related crisis resources, which are distinct from the public safety purposes of 911 (where the focus is on dispatching Emergency Medical Services, fire and police as needed).

SAMHSA is working towards a long-term vision of strong coordination between the two services so people in crisis get to the most appropriate care needed in that moment. SAMHSA is actively working with 911 counterparts at federal, state, and local levels as our country continues to improve the coordinated and appropriate response to mental health and substance use crises.

Currently, a small percentage of Lifeline calls require activation of the 911 system when there is imminent risk to someone’s life that cannot be reduced during the Lifeline call. In these cases, the crisis counselor shares information with 911 that is crucial to saving the caller’s life.

The primary goal of the Lifeline is to provide support for people in suicidal crisis or mental health-related distress in the moments they most need it and in a manner which is person-centered. The vast majority of those seeking help from the Lifeline do not require any additional interventions at that moment. Currently, fewer than 2% of Lifeline calls require connection to emergency services like 911. While some safety and health issues may warrant a response from law enforcement and/or Emergency Medical Services (namely when a suicide attempt is in progress), the 988 coordinated response is intended to promote stabilization and care in the least restrictive manner.

All Lifeline crisis centers adhere to the Lifeline’s Imminent Risk Policy, which means that crisis center staff work through active engagement to provide support and assistance for people at risk in the least restrictive setting possible. In fact, most contacts with the Lifeline are resolved by the Lifeline itself, by chat or phone, in a manner that does not require additional immediate intervention.

In most states, the 211 system provides health and social service assistance information and referrals. At the same time, 988 crisis counselors will provide support for people in suicidal crisis or mental health-related distress in the very moments they need it most. While generally being different in scope, these systems need to be aligned, and in many cases, local Lifeline centers also respond to 211 contacts. We envision that 988 crisis centers will need to continue to coordinate with 211 and other warmlines. This will help ensure an all-inclusive approach regardless of which number a person may use first.

There are ongoing efforts to improve cultural competency training for Lifeline crisis counselors. In 2021, there were several activities addressing this, including updating pages on the Lifeline website and creating specific tools for crisis counselors, such as Spanish-language clinical guidance resources, Deaf and Hard of Hearing best practices for callers/chat visitors, an LGBTQ+ guidance document, an American Indian/Alaska Native tip sheet and more.

The 988 Suicide & Crisis Lifeline (988Lifeline on social media and on the web) is the new name for the former National Suicide Prevention Lifeline. It’s important to understand that 988 connects people to more than just a “suicide” line; 988 is a service for anyone who is suicidal or experiencing a mental health- and/or substance use-related crisis. For partners talking about 988, it’s important that we don’t call this only a “suicide” lifeline, but instead refer to it as the 988 Suicide & Crisis Lifeline.

Yes. 988 is the easy-to-remember number that reaches what is commonly referred to as the Lifeline—a network of more than 200 state and local call centers funded by the U. S. Department of Health and Human Services through the Substance Abuse Administration and administered by Vibrant Emotional Health. Formerly known as the National Suicide Prevention Lifeline, the full name has changed to the 988 Suicide & Crisis Lifeline.

Anyone in a U.S. state, territory, or tribe who needs suicide or mental health-related crisis support, or who has a loved one in crisis, can connect with a trained counselor by calling (multiple languages), chatting, or texting (English only) 988 (as long as the caller has telephone, cellular or internet services available to them).

SAMHSA’s longer-term vision is that the transition to 988, which began in July 2022, will spur the growth of a robust crisis care system across our country that links callers to community-based providers who can deliver a full range of crisis care services (like mobile crisis teams or stabilization centers). Currently, these crisis care services do not exist in all areas of the country, and it will take time and sustained support to for this crisis care system to evolve.

Yes. Anyone who needs suicide or mental health-related crisis support, or who has a loved one in crisis, can connect with a trained counselor by calling, chatting, or texting 988 (as long as the caller has telephone, cellular or internet services available to them).

Yes, the Lifeline responds 24/7 to calls (multiple languages), chats, or texts (English only) from anyone who needs mental health-related or suicide crisis support and connects them with trained crisis counselors. The support and service received from the crisis counselors is provided at no charge to those who use the service; however, standard data rates from telecommunication mobile carriers may apply to those who text to the Lifeline. If monetary assistance is needed for communications needs, please see www.fcc.gov/lifeline-consumers for more information.

The Lifeline currently provides live crisis center calling services in English and Spanish and uses Language Line Solutions to provide translation services in over 250 additional languages. Text and chat are currently available in English only.

The Lifeline currently serves TTY users either through their preferred relay service or by dialing 711 then 1-800-273-8255. Lifeline also offers services through chat and text. Lifeline is in the process of expanding to video phone service to better serve deaf or hard of hearing individuals seeking help through the Lifeline/988.

SAMHSA is working closely with the Lifeline administrator to ensure this critical functionality is enabled as quickly as possible. Right now, people who speak Spanish and other languages should call 988 to reach a crisis counselor who can speak with them in their native language.

When you reach out to 988, the Lifeline crisis counselor who responds to you will know your phone number if you call/text, or your IP address if you use chat. Beyond that, they will not know who you are or where you are located. And you are not required to provide any personal information to receive support from the 988 Lifeline.

If a 988 Lifeline crisis counselor makes an effort to gather information during a call, text or chat, it will be to: 1) save lives; 2) connect people to ongoing support; and 3) evaluate 988 Lifeline services.

Yes. In fall 2022, the 988 Lifeline began a pilot program to offer specialized call, text, and chat supports for lesbian, gay, bisexual, transgender, queer, questioning, and other sexual and gender minority (LGBTQI+) youth and young adults. The program aims to support people under the age of 25 who reach out to the 988 Lifeline and want the option of connecting with a counselor specifically focused on meeting the needs of LGBTQI+ youth and young adults. The specialized services are currently available by call, text, and chat services 24/7.

The Biden-Harris administration has increased federal investments 18-fold (from $24M to $432M) for this national priority. Congress has provided the Department of Health and Human Services workforce funding through the American Rescue Plan and the Bipartisan Safer Communities Act. Also, the President’s Fiscal Year 2022 budget request provides additional funding for the Lifeline itself and for other existing federal crisis funding sources. At the state and territory level, in addition to existing public/private sector funding streams, the National Suicide Hotline Designation Act of 2020 allows states to enact new telecommunication fees to help support 988 operations.

There are several existing federal resources that can be leveraged to support 988 implementation. Examples from SAMHSA include the crisis set-aside through the Mental Health Block Grant as well as funding through the Certified Community Behavioral Health Clinic (CCBHC) program. States are also able to leverage Medicaid dollars and State Opioid Response grants. States can find descriptions of these funding sources in the 988 Convening Playbook for States, Territories, and Tribes.

Successful 988 implementation requires ongoing investment and engagement from states and territories. The National Suicide Prevention Lifeline has been available to all states since its launch in 2005. Regarding the transition to 988, states are at varying degrees of readiness for the volume increases expected from moving to the 3-digit code. The Biden-Harris administration has significantly increased the federal government’s contribution to supporting the 988 Suicide & Crisis Lifeline. Most of these funds have gone to Lifeline crisis centers around the country, and to states and territories to build up their local crisis call center workforce. SAMHSA will continue to partner with states, providing a network infrastructure as well as state support through funding opportunities, coordination, and technical assistance.

We recognize the important and timely work of states/territories to prepare for the transition to 988, both now and in the months ahead. To assist, SAMHSA is funding and working with states/territories directly on critical efforts they will need to undertake in support of 988 at their local and community levels. For instance, the National Suicide Hotline Designation Act of 2020 gave states the ability to enact new telecommunications fees to financially support 988 operations, yet very few states have done this so far. Success of 988 will rest heavily upon state, territorial and local leadership in leveraging the resources already available, in addition to making new investments. We will continue to work in close partnership with them to meet the crisis care needs of people across our country.

SAMHSA provided all states and territories an opportunity to apply for funding to support 988 implementation designed to build local 988 capacity; only two states (AK and RI) did not apply, though SAMHSA is in close collaboration with them. In April 2022, SAMHSA awarded nearly $105 million in grant funding, provided by the American Rescue Plan, to 54 states and territories. Regardless of whether a state or territory received funds through that specific grant program, SAMHSA works with all states and territories to partner around enhanced crisis service capacity. HHS has several funding sources to support 988 and integrated crisis care. States, territories, and tribes are encouraged to explore which funding resources are helpful to them. States can find descriptions of these funding sources in the 988 Convening Playbook for States, Territories, and Tribes.

In future years, 988 funding needs will depend on contact volume to the crisis centers and resource needs for full implementation. This may include support to strengthen network operations, strengthening local crisis center capacity, improving public awareness of 988, and improving follow up and linkage to local, crisis care services. Any future federal funding needs will be put forth in subsequent Presidents’ budget requests.

Sources of federal funding for 988 are separate from those of the 911 system. Additionally, the 2020 Hotline Designation Act permits states to apply specific 988 telecommunication fees to support crisis services in a manner that is distinct from fees used to support 911 operations. State and local support of both 988 and 911 are necessary to advance the health and well-being of our communities.

As a component of SAMHSA’s funding, states/territories are required to address outreach and engagement strategies for populations at higher risk of suicide (many of whom are communities of color and historically marginalized groups), including plans for how they will measure effectiveness in improving outcomes and access to services across populations.

As Vibrant Emotional Health is the administrator of the National Suicide Prevention Lifeline, it was essential to invest heavily in network infrastructure in order to strengthen and expand the network to meet the expected increase in demand when transitioning to 988. This includes strengthening national back-up capacity to address expected contact volume while states and territories continue to expand local services.

SAMHSA provided resources for 988 partners to use when communicating about 988 to their audiences, such as content and graphics for social/digital sharing. HHS is working with Congress to ensure federal resources for a national campaign to advertise or promote awareness of 988 to the public.

Anyone who needs suicide or mental health-related crisis support, or who has a loved one in crisis, can connect with a trained counselor by calling, chatting, or texting 988 (if the caller has telephone, cellular or internet service available to them). This is true for Tribal nations, as well. However, SAMHSA recognizes the unique implementation barriers and challenges facing Tribal nations and is committed to supporting coordination efforts with the existing Lifeline infrastructure. SAMHSA expects state and territories to coordinate with Tribal nations to ensure supportive response for tribal contacts to 988, while maintaining respect for Tribal nation sovereignty.

988 provides an easier-to-remember way for people who are struggling or in crisis to reach out for help. This is an opportunity to strengthen and expand the Lifeline network and to build a robust crisis response system that links people in crisis to community-based providers who can deliver a full range of crisis care services, if needed (like mobile crisis teams or stabilization centers). This more robust system will be essential to meeting crisis care needs across the nation.

Having enough capacity to meet the growing demand for suicide and crisis care needs across the country is the primary focus of SAMHSA’s 988 efforts. This includes strengthening and expanding crisis call center services. It also means improving follow up and linkage to local in-person crisis services and access to community prevention tools and resources, as well as residential and outpatient care.

People contacting 988 are not required to provide any personal data to receive services. SAMHSA recognizes the importance and the expectation of privacy when a person contacts 988. The network system has several safeguards to address concerns about privacy.

Any effort to obtain demographic information from those who use 988 will serve three primary purposes: 1) to save lives; 2) to connect people to ongoing supports; and 3) to evaluate system needs and performance, particularly ensuring that gaps and inequities are being addressed.

No. The Lifeline administrator, Vibrant Emotional Health, is a not-for-profit organization with a primary mission to support emotional wellbeing for all people, and it does not sell Lifeline data.

No, geolocation services are not enabled for 988. The Lifeline currently automatically routes calls by area code to the nearest crisis center based on the area code of the caller’s phone number. Call routing and geolocation are related location issues but involve different technical, legal, privacy, and cost considerations. As part of the 2020 Designation Act, the Federal Communications Commission submitted a report (PDF | 448 KB) examining the feasibility and cost of including an automatic dispatchable location that would be conveyed with a 988 call. Within that report, the FCC recommended that Congress require that a multi-stakeholder group be convened to further examine the key issues and collaborate on potential next steps. The FCC held a 988 Geolocation Forum in May 2022 and the agency is actively analyzing the information gathered during that forum, including whether potential routing improvements could help callers to 988 connect to the regional call centers where they are located without sharing specific geolocation information.

Currently, calls to 988 are automatically routed to the closest 988 Lifeline crisis center based on the area code of the phone being used. Because people commonly keep their same mobile phone numbers even when they’ve moved to other cities (or perhaps they call 988 when they are traveling), this means that a caller can be routed to a crisis center that is not in their same area. If the person wants to be connected to additional local services or requires emergency service, they may need to disclose their actual location to the 988 Lifeline crisis counselor. In some instances, when there is serious risk to life and a person poses an immediate danger to themselves or others, a crisis counselor is required to use 911 to help reach a caller even without their permission (this occurs in fewer than 1 % of calls to the 988 Lifeline).

In 2020, Congress designated the new 988 dialing code to operate through the existing National Suicide Prevention Lifeline, and the FCC ordered all 988 calls to be directed to the Lifeline telephone infrastructure. The Lifeline is made up of about 200 local crisis centers across the country, which are equipped to provide 24/7 call, chat, and text services. Across many evaluations, the Lifeline has demonstrated effectiveness in reducing suicidality, and provides a robust foundation upon which to build 988.

Although we have made significant progress in improving Lifeline response rates, scaling the size of the network and building the Lifeline workforce, there is more work to be done. For years, this network has been massively underfunded and under-resourced.

The federal government is responding to these resource challenges with unprecedented levels of funding – representing an 18-fold increase this year from the previous year – and has mounted an all-of-government approach to partner with state and local leaders to improve system capacity and performance and ultimately improve the health of our nation.

However, the federal government cannot do this work alone. Additional state and local investment is needed to further boost the response rates and staffing capacity of call centers facing the greatest demands.

The Lifeline currently requires that all network centers adhere to specific standards regarding Suicide Risk Assessment and Imminent Risk interventions —however, each crisis center also develops their own specific training to meet organizational needs. The Lifeline Core Clinical Training, currently under development, will be a self-paced online training that will cover essential skills for crisis counselors who answer calls/chats/texts within the Lifeline network. Additional training is being developed to address the specific needs of populations at higher risk of suicide.

The Lifeline greeting states that calls may be monitored or recorded for quality assurance purposes. Additionally, crisis centers in the Lifeline network may independently use call recordings for training purposes, dependent on the best practices of the center.

It’s also important to note that people contacting 988 are not required to provide any personal data to receive services. SAMHSA recognizes the importance and the expectation of privacy when a person contacts 988. The network system has several safeguards to address concerns about privacy.

No. Many states and localities operate a significant number of crisis centers separately from the Lifeline network.

Veterans, Service Members, and their families call 988 and press option 1. To learn more, please visit https://www.veteranscrisisline.net/about/what-is-988. This process is the same as it has been in the past for Veterans; however it’s now simpler with the shortened 988 number.

Unfortunately, the Lifeline has been historically unfunded and under resourced since it was stood up in 2005. While we have come a long way in recent years and dedicated an unprecedented amount of resources to towards strengthening crisis care in the U.S., it will take time for 988 and the broader crisis response system being built to grow and evolve. One of the most urgent needs involves staffing at crisis centers, and we encourage anyone interested in serving in these critical positions to visit the 988 jobs web page.

July 16, 2022, is a date set by the FCC by which all phone service providers must direct all 988 calls and chats to the existing National Suicide Prevention Lifeline. July 16 is the start of a transition, not the end, and there is still a lot of work to be done. The Biden Harris Administration has made significant strides in strengthening and expanding the existing National Suicide Prevention Lifeline, and we expect the 988 Suicide & Crisis Lifeline will continue to grow and evolve in the coming months and years. We must have our eye on sustainable, long-term change – let us remember, it has taken over 5 decades for 911 and emergency medical services to grow and expand in our country. With 988, we’re poised for a much faster transformation.

Last Updated: 03/23/2023

Disaster Distress Helpline: Get Immediate Crisis Counseling and Support

SAMHSA’s Disaster Distress Helpline provides 24/7, 365-day-a-year crisis counseling and support to people experiencing emotional distress related to natural or human-caused disasters.

En Español

The Disaster Distress Helpline, 1-800-985-5990, is a 24/7, 365-day-a-year, national hotline dedicated to providing immediate crisis counseling for people who are experiencing emotional distress related to any natural or human-caused disaster. This toll-free, multilingual, and confidential crisis support service is available to all residents in the United States and its territories. Stress, anxiety, and other depression-like symptoms are common reactions after a disaster. Call or text 1-800-985-5990 to connect with a trained crisis counselor.

Counseling Services

The Disaster Distress Helpline puts people in need of counseling on the path to recovery. Our staff members provide counseling and support before, during, and after disasters and refer people to local disaster-related resources for follow-up care and support. Since its launch in February 2012, the Disaster Distress Helpline has provided counseling and support in response to disasters such as hurricanes, wildfires and the Coronavirus pandemic.

The Disaster Distress Helpline is staffed by trained counselors from a network of crisis call centers located across the United States. These counselors provide:

Crisis counseling for people in emotional distress related to any natural or human-caused disaster
Information on how to recognize distress and its effects on individuals and families
Tips for healthy coping
Referrals to local crisis call centers for additional follow-up care and support

When you call or text, crisis counselors will listen to what’s on your mind with patience and without judgment. There is no need to give any identifying information when you contact the Disaster Distress Helpline. The counselor may ask you for some basic information at the end of the call, but these questions are optional and are intended to help SAMHSA keep track of the types of calls it receives.

Who Should Contact the Disaster Distress Helpline?

This crisis support service is for anyone experiencing emotional distress related to disasters such as:

Tornadoes and Severe Storms
Hurricanes and Tropical Storms
Floods
Wildfires
Earthquakes
Drought
Incidents of Mass Violence
Anniversaries and Trigger Events

The Disaster Distress Helpline also answers calls and texts related to infectious disease outbreaks, such as the Coronavirus pandemic, incidents of community unrest, and other traumatic events.

The impact of crises may affect people in different ways. Learn how to recognize the warning signs and risk factors for emotional distress related to natural and human-caused disasters.

The Disaster Distress Helpline is open to everyone. This includes survivors of disasters; loved ones of victims; first responders; rescue, recovery, and relief workers; clergy; and parents and caregivers. You may call for yourself or on behalf of someone else.

Call or Text

From the United States and its territories, call or text 1-800-985-5990 to connect with a trained crisis counselor, 24/7. Spanish-speakers can call the hotline and press “2” for 24/7 bilingual support.

Callers to the hotline can also connect with counselors in over 100 other languages via 3rd-party interpretation services; to connect with a counselor in your primary language, simply indicate your preferred language to the responding counselor and she/he will connect to a live interpreter (interpretation in less commonly-spoken languages may require calling back at an appointed time). Learn more and download information about the Disaster Distress Helpline in 30 of the most commonly-spoken languages in the U.S.

Standard text and data message rates will apply when texting from mobile phones. International text and data rates may apply from within U.S. territories and free association nations. SAMHSA will not sell your phone numbers to other parties.

Other Inquiries

If you’re not in immediate need of crisis counseling support and would like to contact us for other reasons, send an email or use our contact form. Contact us for:

Technical problems. If you encountered a technical problem while trying to contact the Disaster Distress Helpline, please include your name and preferred contact information in your email if you wish to receive a reply.
Provider inquiries. Providers with specific inquiries about technical assistance and support, requests for materials, and exploring collaborations are encouraged to send an email.
Feedback. To provide feedback about your experience reaching out to the Disaster Distress Helpline, send an email describing your experience and SAMHSA will look into the matter. Please include your name and preferred contact information if you wish to receive a reply.
Social media inquiries. Email us with questions about the Disaster Distress Helpline’s use of social media.
All media inquiries. Members of the media with questions about the Disaster Distress Helpline are encouraged to call the SAMHSA Media Services Team at 1-240-276-2130.

Our staff appreciate hearing from people about their experiences. SAMHSA takes feedback about our services, whether it is positive or negative, very seriously.

SAMHSA also encourages public promotion of the Disaster Distress Helpline. Anyone can use the Disaster Distress Helpline logo and telephone number on their website and link to the Disaster Distress Helpline’s materials and social media properties.

Call 211 for information about disaster-related evacuations, shelters, food and clothing distribution, volunteer opportunities, and other resources and referrals. Or visit the national 211 Call Center website to find the 211 information and referral center nearest you.

7 reasons why they can't get through to you? 5 ways to fix

06/29/2021

Some users have encountered a situation where the phone is turned on, but they cannot be reached. Some operators send a message that there was an attempt to get through. If you do not have such a service connected to the operator, then you will not even know that someone tried to call you. Let's look at all the reasons when you can not get through on the phone.

Can't get through to you? Check your phone settings!

The first place to look for the cause is the phone settings. Often users themselves are wise with the settings. The reasons for which you may not get through are the following:

you added the number to the black list;
is a ban on incoming calls;
is the restriction of calls for subscribers not included in the phone book.

Check "Call barring" settings

Go to the "Phone" application and go to the settings, they are usually located in the upper right corner of the screen, these are icons with a gear or a "hamburger" (three vertical dots. You need to check how the markers are set in the "Call barring" item. Then check the numbers in the black list It is likely that you will find the number of the person who says: “I can’t get through”

Check the “Call Barring” settings

Check the “Forward” settings

Another item to check is forwarding. If forwarding is enabled, then you need to configure it correctly. Forwarding is better to include:

if you are out of network access;
if you are talking to another party;
always.

If you complain: “I can’t get through, the answering machine works”. Change your settings or disable call forwarding altogether. To avoid missing a call while talking to another person, turn on Call Waiting. In this case, when the second line is triggered, you will hear short beeps.

The caller constantly hears a busy signal

Turn off mobile data and synchronization

If you checked the call forwarding settings and everything is fine there, and the caller constantly hears a busy signal, turn off mobile data and synchronization. This usually manifests itself in areas where operators use old equipment and there is no LTE connection. Usually the person trying to get through then says: “I can’t get through to you, it’s constantly busy. But as soon as you leave the ill-fated area, the calls go through normally.

Check the SIM card is good

Check the SIM is good

If you have reached this point, then the tips above did not help and it's time to check the SIM card. Often the problem is in it, and the problem with calls is accompanied by errors in the Internet or SMS. do the following:

Insert the SIM card into another smartphone and check its operation;
Insert a SIM card from the same operator into your smartphone, check its operation;
Examine the SIM card slot and the SIM card itself for damage.

If your SIM card does not work in another smartphone, then study its contacts. Wipe it off with a cloth. Usually this problem manifests itself after cutting the sim card on its own, if this is the case, then you need to contact the operator and ask to replace it. If possible, wipe the contacts in the SIM tray, they can be oxidized.

If your smartphone has two SIM cards, you should know that the connection to the network occurs through one module. When there are SIM cards from different operators, then MTS subscribers may not get through to you while you are talking from a Beeline SIM card.

We fix a crash in the phone software

So we checked the phone settings and everything is fine there, we checked the SIM card - it is also working. But, you still cannot get through, it's time to look for a problem in the phone software. To identify the error and correct it, you need to do the following steps:

Activate the "Flight" mode for 20 seconds.

After turning off Flight, check whether incoming calls are received or not. If there are still no calls, go to the next step.

Restart your smartphone.

After each step, check if you can be reached by phone.

Check the apps on your smartphone.

Often, call blocking occurs due to incorrect settings of the Black List or Call Recording applications. I recommend uninstalling apps from unknown sources.

Check your smartphone for viruses.

To do this, you first need to connect it to the computer in the "Storage" mode in order to scan the files for viruses with a computer antivirus program. Then install an anti-virus application (for example, Kaspersky Internet Security or Security Master) and check your smartphone. With viruses, people trying to reach you usually hear "Busy" or a message that you are offline.

Clear the Phone app cache.

Go to the phone settings in the "Applications" section. Among all the applications installed on your smartphone, find "Phone". Clear the cache and data in it, and then stop and restart the application. On some smartphones, this application may be called "com.android.phone".

Soft reset.

Save all the data you need in the cloud or on your computer. Turn off the smartphone, pull out the SIM card and press the volume-down and off buttons at the same time. The smartphone will start in recovery mode. Use the volume buttons to select Soft Reset, and then confirm by pressing the power button. In some phones, such a reset can be done from the settings.

Hard reset

Since the soft reset didn't help, go back to recovery or system settings and do a hard reset (Wipe data/factory reset). The phone will return its settings to the factory settings - like new.

These steps solve almost any phone software problem. Resetting should be resorted to in very extreme cases, as applications are deleted and all content is erased. It should be noted that individual viruses are resistant to reset, so follow all the points and steps in the order in which they are written. Then the question “why they can’t get through to me” will not need to look for an answer.

Malfunction with smartphone hardware

Smartphone fell into water

If manipulations with the software did not fix the problem, then it is most likely on the side of the communication module. Only repair can solve it. Before contacting the workshop, why this malfunction could have appeared, it is best to immediately tell the service center about the reasons, this will facilitate diagnosis. Problems with the hardware of the smartphone usually appear:

Water has entered the smartphone;
the smartphone has been dropped or hit hard;
defective components in the smartphone.

The cost of repairing a smartphone is based on damage. The most expensive repair after hitting the water. In the aftermath of a fall or impact, it is often difficult to find damage, since microcracks usually appear on the board, which are difficult to see.

If only the radio module or antenna is damaged, the repair will not be expensive. If the board is defective, the price can be comparable to the cost of a new phone.

After moisture gets into the smartphone, the master will clean the board, after which the phone will work. However, there is no guarantee for such repairs, as oxidation may begin again. The usual survival rate of a smartphone after moisture ingress is 50% to 50%.

Error while updating firmware

IMEI can be written on the sim tray

Bad firmware can lead to all sorts of errors. One of them is that the phone does not receive incoming calls. You can find out if the firmware has been correctly updated by checking the IMEI. To do this, do the following:

dial the code * # 06 # in the dialer;
a code will appear on the screen, which will need to be compared with that indicated on the box or tray of the SIM card.

In addition to the box and the SIM card tray, IMEI is also on the case or under the battery (if it is removable). If this IMEI does not match, then you need to contact the service center to restore the IMEI. You can also try to roll back the firmware to stock.

I do not advise you to roll back the firmware yourself, unless of course you are an experienced user. During the flashing process, errors may appear that will lead to incorrect operation of certain functions of the phone, or even turn it into a “brick”.

It's the operator's fault!

A massive failure has occurred in the work of the cellular operator Tele2, Megafon, MTS or Beeline

In certain areas, poor communication quality is a common thing. Phone users buy all kinds of signal amplifiers that amplify the waves received from cell towers. This helps in a small area (cottage) to achieve a stable signal.

If the signal icon on your smartphone is full and you cannot get through, the reasons are usually:

You are in a crowded area where the mobile operator's equipment cannot cope with the load. It is especially acute on holidays and weekends. These days, almost no one can get through to you.
Technical work at the mobile operator, which leads to the fact that everyone who calls you receives a message that you are not available. At the same time, the smartphone can reliably receive a signal, but instead of the operator’s logo, “Emergency calls only” is written.
The mobile operator has blocked and no longer services your SIM card. There can be several reasons: violation of the rules for using the network (sending spam, hooliganism, lack of information about the owner of the SIM card), debt, not replenishing the account for a long time. In this case, those who try to call you receive a message that the number is blocked.

In any case, you need to contact the operator with a question, to clarify the situation. Do it from another phone. You will have to give the passport data to whom the number is issued. You may need to visit one of the operator's offices.

Conclusion

Friends, I hope that with the help of my article you answered the question: "why can't they get through to me." Most of the causes can be corrected on their own, in the remaining cases it is better to contact specialists.

If you have any questions, ask them in the comments below.

I would be very grateful if you share this article on social networks.

The phone does not receive incoming calls, does not ring - how to fix it on Android

The basic functionality of the Android OS is malfunctioning. The problem with the lack of connection to the mobile network and the rejection of calls can occur with a subscriber of any mobile operator (Beeline, MTS, etc.).

The phone is on and working without failures, but other subscribers cannot get through - the operator reports unavailability and the busy line sounds.

It is important to address the problem as soon as it is identified, otherwise there is a possibility of missing an important call. Consider the basic causes of the problem:

I can’t call from the phone - but they can: Top reasons and solutions

1. You did not pay the bill . You may have switched to a negative balance, about which you were notified (or not) by your mobile operator.

To be able to call other subscribers again, top up your account at any bank or via internet bank.

2. (Unlikely) You have barred outgoing calls . Very rarely, mobile operator users do this of their own free will. Most often, blocking is carried out on a forced basis in case of non-payment of a negative balance (see paragraph above). You can mark a self-installed blocking through your personal account or by contacting a mobile operator for help by a standard phone.

3. Blocking programs blocked outgoing calls. You can uninstall the corresponding applications yourself or contact experienced users. If you installed a blacklist application yourself, carefully study its settings and dialing rules. Perhaps the blocker was installed not by you, but by other users (your parents, young man, etc.) without your knowledge.

4. Perhaps this subscriber is simply unavailable . If calls to other numbers are possible, then most likely the problem is individual for the individual subscriber you are trying to reach.

He is either disconnected from the mobile network or not available. To solve this problem, wait a while and call the person. Alternatively, find other means of communication.

Failures on the side of the mobile operator

The mobile operator is often the cause of problems. For example, they call you, and on the other end of the wire they say that the subscriber is not receiving calls at the moment. At the same time, there were no technical errors or “jambs” on your part (as it turns out later).

In general, the reasons why the phone does not receive calls due to operator overlays can be divided into the following types.

No network coverage (subscriber temporarily unavailable)

Symptoms of are as follows: the subscriber may be temporarily unavailable for incoming calls, although the phone is turned on. Or vice versa - you can not get through to any number.

Despite the seemingly general availability of Beeline and MTS mobile networks, the constant development of new communication transmission standards (3G, 4G, 5G), there are still places where the phone simply does not catch the network and your device remains invisible to subscribers. In this case, the phone can be turned on and fully functional.

Most often, the problem can be encountered in basements, in areas remote from populated areas, in places where there is actually no network coverage from the mobile operator.

Problem solving.

Step 1. Try to move the device in the location by controlling the number of network strips on the screen.

Step 2. If the phone still does not receive calls and does not dial, change the location again - a little further, plus or minus a couple of kilometers.

Step 3. Switch to another mobile operator: Settings - Connections - Mobile networks - Hotspots.

Switch off automatic search mode.

Select a mobile operator from the list.

Mobile network failures

If the base station of the mobile operator in whose coverage area you are is under repair or maintenance, the phone will receive calls every other time.

Troubleshooting.

Wait for the completion of work or connect to another base station using special utilities for the phone.
If your phone is dual SIM Samsung - switch to another SIM card: Settings - Connections - SIM Manager .

Mobile number blocking

The operator has the right to block the subscriber if he violates the rules of service.

Solving problem . You can verify the blocking by calling the blocked number. Instead of the standard message “the subscriber is temporarily unavailable”, the operator will notify you of the “temporary blocking of the subscriber”.

Insufficient amount of funds on the account

If you have not paid for mobile services, after a short time, incoming calls are disconnected and, therefore, outgoing calls, and later incoming calls to / from the phone, do not go.

Even if you set up auto payment, such failures are typical. There are times when the payment notification SMS is not received and you forget to pay the bill or the money sent from the bank does not reach your provider.

Solving problem .

Checking the balance via mobile. provider.
We call the operator to find out if you have a hidden debt for mobile services.
If necessary, we pay for services - in advance or by paying off the unpaid period.

Android software failures

If you do not have a push-button phone, but a smartphone, then third-party software may be installed on the phone. It can be a code not downloaded from Google Play or malicious code, beta apps that are malfunctioning, call blockers - the phone will drop incoming calls and other subscribers will not be able to get through. Alternatively, the phone may reject incoming calls without notifying the user.

Troubleshooting :

1. Remove all suspicious applications from your smartphone; the ones you don't need; launched last time is unknown when; toys; useless software.

2. Install effective anti-virus software on your phone (preferably with a good rating and pro version), check the device for viruses and spyware.

3. Android may be blocking incoming calls due to apps like Antinuisance for Android, Mr. Number, Should I Answer, etc. Remove blacklists or check blocker settings. Go to the Call History in the blocker app and review recent activity: Were incoming calls rejected while the blocker was active?

4. As a last resort, you can reset your smartphone to factory settings ( attention ! when resetting, all personal data and downloaded files will be deleted).

5. Make sure Airplane mode is off. The fact is that in addition to turning off the mobile Internet, this mode turns off mobile communications - accordingly, all incoming messages go to voice mail.

Go to quick settings by swiping the shutter (or in Settings > Connections > Airplane mode) and make sure it's disabled.

6. The message “it is impossible to call because there are no accounts”

On Xiaomi phones (a2 lite, redmi 6a, etc.) there is such a problem when making an outgoing call.

You can solve it by installing the latest Xiaomi firmware update “over the air”.

Hardware causes of the malfunction

Mobile Internet is on

Samsung smartphone users are faced with the fact that they cannot get through to them due to the activated mobile Internet function on the smartphone (most often due to connection to 2G networks).

Solution :

Go to "Settings - Connections";
Select "Mobile networks";
Select the desired SIM card;
Tap on "Network Mode" and select 3G or LTE if possible.

If the phone does not receive incoming calls, these standards will allow you to simultaneously receive calls from other subscribers and surf the Internet.

Two SIM cards in a smartphone

This problem is typical for older phones without Dual SIM, where there is only one module for receiving a radio signal. Despite the two slots for SIM cards, while one card is online, the other is simply not available.

The only solution is to purchase a smartphone with two SIM card slots.

Problems in the operation of the radio module

Owners of absolutely any Android device may encounter a problem.

A simple reboot of the phone will help:

Hold down the device's power button for a few seconds;
Wait for the smartphone to turn off;
Turn it on again after 10-15 seconds.

By the way, readers in the comments report that this method really helps.

Another way is to enable / disable the “airplane mode” through the Android settings or the quick access panel. Re-scanning the network may take several minutes.

Faulty SIM card or tray

If the SIM card is faulty, incoming calls will not work on the device. You can identify a breakdown in the following way:

Insert a SIM card into another phone.
If it receives signals, then the problem is in the SIM card slot.
If the SIM card is not registered on the network on another device, contact the nearest office of the mobile operator and ask to replace the SIM card.

IMEI Mismatch

If the phone's current IMEI does not match the factory one, the smartphone may stop receiving mobile calls from other subscribers. Most often, the problem is faced by users who independently flash the device from one OS to another.