Calling FAQs

How do I call out? It looks like I'm dialing my Burner!

Not to worry, that is actually normal behavior!  

Your Account Number will be your main cell phone number. That's also where your Burner will forward your calls. We act as the middle man, so when someone calls your Burner, the Burner forwards the call to your main cell number. It'll look like your Burner is calling you. Likewise, when you call someone else, your Account Number calls your Burner, and your Burner calls the other contact.

Among other security measures, this background process is how we protect your number.

You'll need your cellular data to be turned on. Burner forwards to your main cell by default, so if your cellular data is off, your main line won't run and you won't get any calls.

To call out from inside the app: 
  1. Tap the phone icon on the bottom of the main screen to bring up the dialer
  2. Select which burner line you'd like to call from if you have multiple burners
  3. Type in the contact number, or add a contact from your contacts list by tapping the + icon
  4. Tap the phone icon in the dialer to initiate the call
If you see any error message or it doesn't connect, be sure you have a US/CA number inputted properly (we don't currently support international calls) and be sure your Burner number is not blocked on your device. 

How do I answer calls, and why is my Burner calling me?

Don't worry, that is actually normal behavior!  

The way Burner works is that Burner forwards your calls to your main cell number. That's why your Account Number is your main cell phone number. Similarly, when you call someone else, your Account Number calls your Burner, and your Burner calls the other contact. Among other security measures, this background process is how we protect your number.

You can set the Caller ID of an inbound call to be showing as either your burner number or the Caller ID of the inbound caller. If you set the Caller ID as your burner number, it'll look like your Burner is calling you. 

You'll need your cellular data to be turned on. Burner forwards to your main cell by default, so if your cellular data is off, your main line won't run and you won't get those calls.

To answer using the default call flow:

Answer the call from your device as if it's a normal call
Listen for the recording that states press 1 to answer or 2 to decline. You'll need to press 1 in order to connect the call 
Wait for the tone that tells you the call is being connected
If you cannot hear the press 1 option, try pressing 1 anyways and see if it connects. If it doesn't connect or you have other issues, you can message us here.

If you are on a platform that supports in-app calling, you'll receive a notification of the call and you can answer it from the notification without having to press 1. 

How do I know who is calling?

When you receive a call to your Burner, it is routed through your actual phone number and will show up as your Burner number calling you. However you can receive a notification that tells you when a number is calling and who it is before the Burner number is shown as calling you.

On an iPhone: Set Push Notifications to “On”. You will receive a notification before you get the call from your Burner. The notification tells you who is calling. 

On Android: Make sure “Rings,” underneath your Burner number, is set to "On". This way you will be notified and can get a call. “Rings” is found in the “More Options” on the bottom bar; it is the last icon on the bar. Make sure that when the menu is open it says “Disable Rings,” which means that “Rings” is on.

Why does it say my number is disconnected?

If you receive a "disconnected" message on an outbound call when using Burner, it's because your cell phone line is showing up as "Restricted/Anonymous." We have several service providers and recently a policy was changed regarding blocked calls. Unfortunately, your Burners won't activate unless your caller ID block is lifted. 

Though you should still be able to receive/send texts and receive inbound calls, you'll need to adjust your settings for this before making a call. 

iOS: Settings > Phone > Show My Caller ID > On
Android: varies with each device

If adjusting the settings on your phone is ineffective, you'll need to contact your carrier to lift the block on your caller ID so that Burner can work.

If someone who is making an inbound call to your Burner receives a "disconnected" message, it may be an issue with that person's carrier, or you may have run out of minutes on your burner. Please message us here with your Account Number so we can investigate for you.

Why am I not able to make or receive calls?

There are various things that can cause issues with calling and texting. First, check the "Known Issues" section of our FAQ's and see if your specific issue is there. The rest of the issues can be resolved through the steps you see here:

1. First and foremost, try force quitting the app and reopening it a couple of minutes later. Here's how:
  • iPhone: double press the home button of your iPhone, find Burner, and swipe it away. 
  • Android: Differs based on device, but most newer phones have a square button that brings up all open apps, and you can close Burner by swiping away.
2. If that doesn't work, delete and reinstall the app to reset it. This will not affect your Burners or credits. Make sure you log in with the same phone number you were logged in with before.

3. If neither of these work, shoot us an email at support@burnerapp.com. Make sure you include the following details: Account Number, Burner number, whether the issue is with your calls or texts, and whether it's inbound or outbound.

What is this restricted or anonymous number calling me?

Burners are real numbers, so it's always possible someone owned the number before you. If you're receiving calls from Restricted or Anonymous numbers that you don't know, you can always block them.

To block a number, follow the steps below: 
  1. From the main menu (three horizontal lines at the top left of the screen), go to Contacts
  2. Select the Burner the person is calling
  3. Select the contact for the person calling, then click Edit
  4. At the bottom of the edit page, you'll see Block—select that
  5. After selecting the block feature, it will prompt you to be sure you really want to block them. Confirm this
You can also block a contact by swiping to delete an event made by that contact in your inbox, then tap Delete and Block

We also have our Nomorobo Connection which automatically filters out spam calls and robocallers. To learn more about that, check out our Support article on this Connection.

Not to worry though, if you can't live with just blocking the numbers because there are so many, we'll always replace it for you. Just message us at support@burnerapp.com with your account number and affected Burner number.

Can I stop people from calling me?

The best way to stop people from calling your Burner number is to block their number. To block a number, follow the steps below: 
  1. From the main menu (three horizontal lines at the top left of the screen), go to Contacts
  2. Select the Burner the person is calling
  3. Select the contact for the person calling, then click Edit
  4. At the bottom of the edit page, you'll see Block—select that
  5. After selecting the block feature, it will prompt you to be sure you really want to block them. Confirm this
You can also block a contact by swiping to delete an event made by that contact in your inbox, then tap Delete and Block.