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Call forwarding is the bridge between your business number and Ring Jenny — if forwarding isn’t set up correctly, Ring Jenny simply never receives the call. Work through the diagnostic steps below to find and fix the problem.
Some carriers charge a per-minute fee for forwarded calls. Check your carrier’s pricing before enabling call forwarding, especially if you receive high call volume.

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Diagnose the Problem

Follow these steps in order to identify exactly where the forwarding is breaking down.
1

Test whether forwarding is active at all

Call your business number from a completely different phone — ideally a friend’s phone or a different mobile. Listen carefully to what happens:
  • Rings and connects to Ring Jenny → Forwarding is working. Your issue may be elsewhere.
  • Rings normally and goes to your voicemail → Forwarding is not active or is pointing to the wrong number.
  • Goes straight to voicemail with no rings → Your carrier voicemail may be set to pick up immediately, or forwarding is disabled.
2

Confirm the forwarding number matches your dashboard

Open Dashboard > Setup > Forwarding Number and note the exact number shown. Then open your phone’s call forwarding settings and verify the number entered there matches digit-for-digit. A single transposed digit sends every call to the wrong place.
3

Check your 'forward after X rings' setting

If you’re using conditional forwarding (forwarding when unanswered), your phone waits a set number of rings before forwarding. Set this to 2–3 rings maximum. If it’s set higher, your carrier voicemail may answer the call before Ring Jenny ever receives it.
4

Check whether voicemail is intercepting calls

Carrier voicemail and call forwarding run in parallel — whichever picks up first wins. If your voicemail is set to answer after 4 rings and your forwarding delay is also 4 rings, the result is unpredictable. Either:
  • Disable carrier voicemail entirely (Ring Jenny takes messages, so you don’t need it), or
  • Set carrier voicemail to activate after more rings than your forwarding delay.
Contact your carrier directly to adjust or disable voicemail.
5

For VoIP or business phone systems, contact your provider

If your business uses a VoIP system (RingCentral, Grasshopper, Google Voice, etc.), call forwarding settings live inside that platform — not on a physical phone. Log into your VoIP dashboard or contact their support team and ask them to forward all calls to your Ring Jenny forwarding number. The exact steps vary by provider.

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Platform-Specific Forwarding Steps

Check your current forwarding status:
  1. Open the Settings app.
  2. Scroll down and tap Phone.
  3. Tap Call Forwarding.
  4. If the toggle is off, tap to enable it.
  5. Tap Forward To and enter the Ring Jenny forwarding number from your dashboard.
  6. Return to the Call Forwarding screen and confirm the toggle is green and the correct number is shown.
To disable forwarding:Follow the same steps and toggle Call Forwarding off.
iPhone only supports unconditional (always-on) call forwarding via the Settings menu. If you want conditional forwarding (e.g., only when unanswered), contact your carrier or use their dialer codes.

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Common Forwarding Mistakes

These are the most frequent reasons call forwarding fails, even when it appears to be configured correctly.

Wrong number entered

Double-check every digit of the forwarding number against what’s shown in your dashboard. Transposed digits are the most common cause of forwarding failures.

Voicemail wins the race

If your carrier voicemail is set to pick up after 4–5 rings and your forwarding delay is also 4–5 rings, voicemail often answers first. Set forwarding to trigger after 2–3 rings, or disable carrier voicemail.

Incomplete forwarding conditions

On Android, forwarding is split into conditions: always, when busy, when unanswered, when unreachable. If you only set one condition, Ring Jenny won’t answer in the others. Set all relevant conditions to your Ring Jenny number.

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Still Not Working?

After any change to your forwarding settings, call your business number from a different phone right away to confirm Ring Jenny answers. Don’t assume it’s working — test it.
If you’ve worked through every step above and forwarding still isn’t functioning, contact your phone carrier or VoIP provider directly. Tell them:
“I need to set up unconditional call forwarding from my number to [Ring Jenny forwarding number]. Can you configure this on your end?”
Carriers can force-enable forwarding at the network level, which bypasses any device-level issues entirely. Once they confirm it’s active, test again by calling your business number from a separate phone. If you’re still stuck after contacting your carrier, email support@ringjenny.com with your carrier name, phone type, and a description of what you’ve tried — the Ring Jenny team can help troubleshoot further.