How to check if your tracking number is working?

If you're unsure whether the tracking number provided is functioning correctly. 

Common Issues

1. Number routed incorrectly.

2. Destination number not working.

Follow these steps to troubleshoot before raising a support ticket:

1. Verify the Static Number
   Ensure the static number displayed on your advert is routed to an active and working telephone number.

2. Call the Destination Number
   To confirm the destination number is working, call the telephone number that your advert is routed to (this is the number in your route plan). If this number does not work, the issue is with the destination number, not the tracking number. You can view and edit the destination number in your advert/route plan by clicking "Edit Advert" if necessary.

3. Test with an Alternative Route Plan
   To further investigate, try pointing the tracking number to an alternative route plan. There is guidance available in this article to assist with that. This will help determine if the fault lies with the tracking number or the destination number.

4. Return to the Original Route Plan
   Once the issue has been identified and resolved, redirect the tracking number back to the original route plan.

Infrequent Issues

1. Number Not Working from a Mobile

   If the number isn’t working when called from a mobile phone, follow these steps:

   • First, try calling the number from a landline.
   • If the issue persists, try calling from a different mobile network. Make sure the networks are not affiliated (e.g., if you're calling from EE, the issue may also affect BT). Try using a network like Vodafone, and you can ask a friend to help you with this step.

2. Number Not Working on a Specific Network

   If, after trying the above steps, the number works on some networks but not on a specific one, we have an internal procedure to address this. Please log a support ticket as outlined below.

If, after completing all the steps above, the tracking number is still not working, please raise a support ticket by clicking the help button at the top of the screen. Make sure to include:

• The tracking number you're experiencing issues with
• The mobile network involved, if relevant
• Confirmation that you've followed all the troubleshooting steps