If you're experiencing issues with calls not ringing or not being routed to M1, the most common cause is a problem with your call forwarding setup. Here's how to troubleshoot it step by step:
📞 What is call forwarding?
Call forwarding lets you redirect incoming calls from your primary number (your SIM line or another number) to your M1 number. This enables your M1 AI Receptionist to answer on your behalf, transcribe calls, and generate summaries.
ℹ️ Call forwarding is a setting managed by your mobile carrier, not M1. We can't activate or deactivate it for you.
1. Check your call forwarding setup
If call forwarding isn't properly set up, your calls won't reach M1.
To check:
Open the M1 app
Go to Settings → M1 Number → Call Forwarding
There, you'll find the steps to enable or disable forwarding. If needed, toggle it off and back on to refresh the setup.
📚 You can also check this guide: How do I enable or disable call forwarding on iPhone?
2. Restart your phone
A simple restart can help reset your network connection and ensure forwarding settings are active.
3. Test call forwarding manually
Use another phone to call your primary number:
If the call rings directly on your phone (not M1), forwarding isn’t active.
If it rings on M1, it's working correctly.
4. Reinstall the M1 app
Long press the app icon and delete it
Reinstall it from the App Store
Log back in using the same method as when you signed up (primary number or Apple ID)
Use "Restore Purchase" if needed
⚠️ Be careful not to create a second account by logging in with a different method than the one you used initially.
5. Carrier-specific troubleshooting
MetroPCS (Metro by T-Mobile)
Call forwarding with MetroPCS may require manual setup or intervention from their support. Here's what to try:
Steps if forwarding isn't working:
Verify forwarding codes: Dial
**61*from your phone dial pad (not on M1❗)Request a full reset: Contact MetroPCS and ask them to reset all conditional call forwarding settings, pointing them to your M1 number.
Limitations:
Some issues may stem from MetroPCS network restrictions. If steps above don't help, escalate to MetroPCS support.
Google Voice
Call forwarding from Google Voice to M1 may face technical limitations. Here's how to improve your setup:
Update M1 settings:
Disable Silence Unknown Callers, Business Hours, and Recording Consent
Reset forwarding: Turn it off and back on in M1
Verify by phone: Use voice call (not SMS❗) when verifying your M1 number in Google Voice
Manage connected devices:
Disable forwarding to all devices except M1
Turn off Web forwarding
Disable call screening: This can block forwarded calls
Recheck everything: Carefully confirm all settings are saved and synced
⚠️ Forwarding from Google Voice to M1 may not work reliably due to technical limitations on Google Voice's side.
➡️ If you'd like to use your Google Voice number with M1, we recommend porting it to M1 for the best experience. Learn how here: How can I use my Google Voice number with M1
6. Check with your carrier
If the previous steps don't resolve your issue, contact your carrier and ask them to:
Confirm call forwarding is enabled to your M1 number
Review conditional call forwarding settings (no answer, unreachable, busy)
⚠️ Reminder: M1 can't disable or modify forwarding settings - only your carrier can.