How will I hear back from Betula support?+
When you call or text Betula support, our team will follow up by text at the same number you used to reach us — that's how we troubleshoot and help you most efficiently. We typically get back within 24 hours.
If you email support instead, please include a mobile number where we can text you. That lets us work through your issue quickly, without slow back-and-forth over email.
🇨🇦 Why isn't call forwarding working on my Canadian carrier?+
99% of the time, it's because voicemail is still active. Most Canadian carriers (Rogers, Bell, Telus, Fido, Virgin Plus, Koodo, etc.) block conditional call forwarding when voicemail is enabled. You MUST call your carrier's customer service and request to have voicemail completely disabled/removed from your line (not just turned off in settings). To verify it's disabled, call your own phone—it should ring indefinitely without going to voicemail. Only after voicemail is fully removed will the forwarding codes work properly.
🇨🇦 How do I know if voicemail is truly disabled on my Canadian phone?+
Call your own phone number from another phone. If it goes to voicemail after ringing, voicemail is still active. When properly disabled, the phone should either ring indefinitely or give a message that you're unavailable (with no voicemail option). Some carriers say voicemail is "off" when it's actually just paused—insist that it be completely removed from your account at the system level.
The forwarding code didn't work. What should I try?+
First, double-check that you're using the correct code for your specific carrier. Make sure you're including the pound sign (#) or star (*) exactly as shown. Also, do not include country code in your number - just the code followed by the ten-digit assistant number. Try calling from another phone to test if forwarding is actually working—sometimes there's no confirmation message even when it's successful. If still not working, contact your carrier's customer service to confirm call forwarding is enabled on your account. For Canadian carriers: Ensure voicemail is completely disabled first. For Xfinity: Even if you hear a confirmation that calls will be forwarded, unanswered calls may still go to Xfinity's network voicemail. Call Xfinity and ask them to disable voicemail at the network/cloud level.
Xfinity says calls will be forwarded, but they still go to voicemail. What should I do?+
On Xfinity, the confirmation after setting up conditional call forwarding (*71) can be misleading. You may hear a message that calls will be forwarded, but unanswered calls can still be sent to Xfinity's network (cloud) voicemail instead of Betula.
If that happens, call Xfinity and ask them to disable voicemail on your line at the network/cloud level. Turning voicemail off in the Xfinity app or on your phone is often not enough. After they disable it, test by calling your number from another phone and letting it ring—Betula should answer.
Will call forwarding cost me extra money?+
Most carriers include call forwarding as a free feature, but forwarded calls may count against your minutes if you have a limited plan. Check with your carrier to understand any potential charges. Betula's service pricing is separate and covers all call handling on our end.
Can I still receive calls directly when forwarding is on?+
With unconditional forwarding, all calls go to Betula immediately. If you want to sometimes answer directly, use conditional forwarding (when busy/no answer) or turn forwarding on/off as needed using the dial codes. You stay in complete control.
Can I control the number of rings before call is forwarded in conditional call forwarding?+
The ability to control ring time varies significantly by carrier.
🇺🇸 United States:
- Verizon / Xfinity / Spectrum: ❌ No user control - fixed at ~30 seconds
- T-Mobile: ✅ Full control - dial **004*[YourBetulaNumber]**[seconds]# (5-30 seconds)
- AT&T: ✅ User control - dial *004*[YourBetulaNumber]*11*[seconds]# (5-30 seconds)
- Mint / Cricket: ✅ Likely same as T-Mobile codes (**004*)
- Boost: ❌ Conditional forwarding is not reliably supported
- Google Voice: ✅ Full control through web/app settings
- Landline: ✅ Usually controllable - varies by provider
🇨🇦 Canada:
- Telus/Koodo/Public Mobile: ✅ Full control - dial *004*[number]**[seconds]# (10, 20, or 30 seconds)
- Rogers/Fido/Bell/Virgin/Freedom/Videotron/Fizz/SaskTel: ⚠️ Typically default to 20-30 seconds, contact carrier to adjust
What happens if Betula can't answer a call?+
Betula is designed to be available 24/7, but if there's ever a technical issue, calls will go to your regular voicemail after a brief period. We monitor our systems constantly and will notify you immediately if there are any service interruptions.
How do I know if call forwarding is working?+
The best way to test is to call your business number from another phone. If Betula answers, forwarding is working correctly. You can also check your Betula dashboard to see incoming call logs. Some carriers provide a confirmation tone when you set up forwarding, but not all do.
Can I set up forwarding for multiple phone numbers?+
Yes! You can forward multiple business lines to the same Betula assistant number. Each phone line needs to be set up separately using the appropriate codes for that line's carrier. Betula will handle calls from all your forwarded numbers seamlessly.
Will my customers see a different number when Betula calls them back?+
Yes, currently outbound calls will show Betula's number. We're working to display your original business number when making outbound calls to maintain consistency with your brand.
(Canada) Why must I disable voicemail for conditional forwarding to work?+
Canadian carriers (Rogers, Bell, Telus, etc.) have a technical limitation where conditional call forwarding and voicemail cannot coexist on the same line. When voicemail is active, the forwarding codes either fail, appear to work but don't actually forward, or only toggle voicemail settings. This is a carrier-level restriction, not a Betula limitation. Once voicemail is disabled, Betula provides voicemail functionality through your assistant, so you won't lose this capability.
(Canada) How do I verify that voicemail is actually disabled?+
Call your own phone number from another phone and let it ring. If it goes to voicemail after several rings, voicemail is still active. When properly disabled, the phone should either ring indefinitely or give you a message that the person is unavailable (without the option to leave a message). You can also dial the verification codes (*#67#, *#61#, *#62#) - if they show your Betula number, forwarding is set up correctly. If they show a voicemail number, voicemail is still interfering.