There could be a few reasons for this happening. When the app makes this verification call, it needs a simultaneous connection between the data and calling networks. A few solutions are listed below:
- Make sure you are connected to a strong enough data signal. We suggest using WiFi when at all possible. If WiFi is unavailable, find an area nearest you with the best data signal.
- You may have a setting on your phone that blocks unknown callers. We recommend adding our number (800) 767-8880 as a contact or adjusting this setting so the call is able to come through.
- Being an (800) number, it is possible your device is automatically blocking it thinking it is spam. You can add the number as instructed on the previous step, but you will want to check your blocked contacts to confirm this number is not being blocked.
If you are still experiencing issues, please contact an Online Support Specialist at 636-537-4473 or via our Secure Online Chat service.