There may be a few reasons if you're not receiving texts or phone calls on your Relay phone masking number.

This guide will help you troubleshoot common issues such as blocked numbers, STOP messages, or device-level filtering, so you can start receiving forwarded messages and calls again.

Troubleshoot phone masking issues with calls or texts

Check if you replied with STOP

Replying “STOP” to any forwarded message from your Relay number disables message forwarding. This blocks all future texts from Relay.

1. Open your Messages app.
2. Look for the most recent forwarded text from Relay.
3. If you replied with STOP, text START to the same conversation to resume message forwarding.

Check for blocked numbers in Relay dashboard

You may have accidentally blocked the sender's number in your Relay dashboard.

1. Go to your Relay dashboard.
2. Click on the Phone tab.
3. Scroll to the Blocked numbers section.
4. Look for the number in question.
5. If the number is listed, click Unblock next to it.

Check your remaining minutes or texts

If you've run out of available minutes or texts, forwarding will stop until your plan resets.

1. Log in to your Relay dashboard.
2. Go to the Plan usage section.
3. Check your remaining minutes and texts.

Check your phone's spam or call filtering settings

Your device may be filtering out Relay messages or calls.

On iPhone

1. Go to Settings > Messages > Unknown & Spam.
2. Go to Settings > Phone > Call Blocking & Identification.

Official Apple links:

• Detect and block spam phone calls – Apple Support
• Block, filter, and report messages on iPhone – Apple Support

On Android

1. Open the Phone app → Tap Settings > Caller ID & spam
2. Open Messages → Tap Settings > Spam protection

Google support articles:

• Use caller ID & spam protection – Phone app Help
• Google Messages spam detection

Test if your Relay number is working

1. Ask a friend or family member (not the number linked to your mask) to call or text your Relay number.
2. Open your Relay dashboard and check if the call or message counter increases:
   • If the counter increases but nothing appears on your phone, your mobile carrier may be blocking the message or call.
   • Contact your carrier and ask them to allow forwarded messages and calls from your Relay number.
     • For example, Verizon users should check their Call Filter settings.
3. If the counter does not increase, the website or service may be blocking VOIP numbers like Relay.
4. Check the following settings to rule out other issues:
   • Review your Relay block list to ensure the number isn't blocked.
   • Confirm you haven't reached your monthly plan limit for texts or minutes.
   • Check your phone's spam or call filtering settings for blocked or silenced numbers.
5. If you still cannot receive messages or calls, contact Mozilla Support.

Protect voicemail privacy with phone masking

When someone calls your Firefox Relay phone mask and you miss the call, it gets forwarded to your actual phone number. If your voicemail includes your real name or personal details, this could reveal your identity — even though the Relay number was meant to keep you private. Since voicemail is a carrier-level feature, Relay can’t modify it or hide your identity.

Best practices for protecting your voicemail privacy

• Change your voicemail greeting to avoid including your name or phone number.
  • Use a generic message like “Hi, please leave a message,” rather than stating your full name or contact details.
• Be aware that some carriers may include your actual phone number in the automated voicemail greeting.
  • Check your settings or contact your carrier to disable this if possible.
• Record a custom voicemail greeting instead of using the default one.
  • This gives you full control over what callers hear if they reach your voicemail.

Related articles

• Subscribe to Firefox Relay Premium
• Register your own domain with Firefox Relay Premium
• Mask your phone number with Relay Phone Masking