Did you know that there are over 4,000 different Android devices on the market today? While Android’s open platform for developers has made creating products easy for developers, it has admittedly made it more difficult for those in Quality Assurance and Customer Support. Certain devices behave differently than others, so whenever we have a question from an Android user, our first question is always “What device and what version of Hiya?”
In order to get ahead of the curve, we decided to publish an Android FAQ for our users.
Q: Hiya is not working correctly. What can I try before I try anything else?
A: Update the App to the most recent version: If you are still having issues try the fail-safe described below.
A: The fail-safe: Consider the fail-safe the app version of calling IT Support and them asking if you restarted your computer.
However, it’s important to note that when you uninstall the app, you will lose the numbers in your blocklist if you have not yet signed in with your Google or Facebook account.
- Uninstall Hiya
- Restart your device
- Reinstall Hiya
Q: My Caller ID name is wrong. How do I change it?
A: If your number is incorrectly labeled as spam, or you notice that wrong information is shown or missing from your own number or someone else’s or, if you would like to remove your information from our services altogether, please click here and we can help you.
Q: How do I report inaccurate or offensive comments?
A: If your number has inaccurate or offensive comments please follow the steps on this linked form and we can look into getting them removed for you.
Q: Is there a way to prevent blocked calls from going to voicemail? (also known as: Why are spammers still able to leave me a voicemail if I have them blocked?)
A: For older versions of Android we used to be able to block numbers from going to voicemail. However, on recent versions of Android, all call management apps (like Hiya) are prevented from hanging up on blocked calls. If/when Google lifts this limitation, we will gladly make it available to you.
Q: How do I block a number?
A: There are two ways to block a number:
- When viewing the contact page, tap the 3-dot menu in the upper right corner and select "Block".
- Open the sliding Navigation Menu in the upper left. Select "Call Blocking" and hit the plus sign in lower right corner. Enter in the phone number and select "Block".
Q: How do I report and leave a comment on a call that I received?
A: After you receive a call it should show in the Hiya call log. You can then tap on the entry in the log and then tap on "Report." Tap on the type of call it was and then you have the option to leave a comment.
Q: How do I unblock a number that I have manually blocked?
A: You can unblock a number that you have blocked with the following steps. In the Android app, tap on the three horizontal lines in the upper left to open the Navigation Drawer. Then tap on call blocking. Then tap the 3-dot menu in the upper right corner and select "Edit". After that, you should have the option to remove the block on each number listed.
Q: How can I block Spoofed Calls / Neighbor Scam (calls that show as my area code and prefix) on Hiya?
A: In the Android app, click on the three horizontal lines in the upper left to open the Navigation Drawer. Then click on call blocking. Click on the + symbol at the bottom right and you should be able to choose the option to block "Numbers that begin with." You can then input any area code and prefix that you might be having issues with.
Please be aware that the block option for will block all calls with the area code or area code and prefix. Even those in your contact list. If you are on the most updated version of the app you can unblock the contact after the fact.
Q: How do I set my blocking preferences?
A: Open the sliding Navigation Drawer in the upper left and select "Call Settings". From there, you can change your preferences.
Q: Your app is sending text messages and blocking all unknown callers; how do I stop this?
A: Upon enabling Call Screener, Hiya began screening all unknown callers for you. When you receive a call from an unknown caller, we block the call and send the caller a text message asking them to identify themselves. To disable this feature (we’ll still screen your calls for spam and scam), click on the icon to the left of the Search icon.
Q: What happens when I block someone?
A: When you block a number, you prevent the next call or text from going through to your phone. Your phone typically will not ring (with exceptions for some versions of Android). You will be able to view the blocked calls and texts in the Hiya app. There's also the option to turn off all blocked number notifications so you won't even know that a blocked user tried to contact you.
Q: Why do I see a flash of a call sometimes, or even a ring or two, when I receive a call from a blocked user?
A: Depending on your phone and carrier there may be a few seconds of time where the device is between the incoming call and blocking process, and so it flashes and might even ring briefly.
Q: Why can't Hiya block callers while I'm on a call?
A: Because the call you are on will be disconnected. We wish we could, but it's a limitation built into most smartphones.
Q: How do I view blocked calls?
A: Go to your call log in the app; they will be displayed there.
Q: Why do you need access to my contacts?
A: Upon signing up for Hiya, you agree to share your contacts, but we keep all contact data private and don’t sell it to third parties or use it to market to your contacts. Because we’re not awful human beings. More information can be found here.
Q: Is giving you access to my contact list still necessary?
A: For full functionality, yes. We use it for the smart dialer, to autocomplete suggestions, to whitelist spam functionality, for sharing functionality and for adding to block list functionality. With that said, you don’t have to grant contacts permission, but the app will have limited operation.
Q: Why can’t I connect my account to LinkedIn or Twitter?
A: We are no longer offering LinkedIn and Twitter as social connection options. We might add these back in the future but, for now, the only social media option is to log in with Facebook.
Q: How do I delete all calls and texts from the app?
A: From the home screen, open the sliding Navigation Drawer in the upper left. Under “Settings”, tap “Call log” and then tap “clear all history.” Selecting this will delete all data in the app. Please note that you can currently only delete the the entire call log and not individual entries.
Q: How do I turn off all notifications?
A: Go to your phone settings, and open Apps. Find the Hiya app and tap notifications to disable your notifications.
Q: The call alert is getting in the way of my call. How can I move or change it?
A: You have the ability to reduce the alert, hide it or move it to a different area of your screen. To move the alert, tap it and drag it up or down to the area of the screen that you want it to appear. To hide it altogether, slide the Navigation menu, select “Call Settings” and uncheck “Identify incoming calls”.
Q: How do I turn off the outgoing caller ID?
A: Open the sliding Navigation Drawer in the upper left, select “Call Settings” then uncheck “Identify outgoing calls”.
Q: Why can’t Hiya identify all of my calls and texts?
A: Hiya’s database ingests billions of records every month from a variety of public sources to provide you the most accurate, up-to-date information on incoming callers. If a number isn’t available today, it might be tomorrow because we’re constantly adding more information. Hiya works to identify as many telephone numbers as possible – but some information may not be available. Unfortunately, while we wish we could, we cannot identify all numbers.
Q: Why isn't my caller ID working?
A: Make sure Caller ID is turned on within the app's settings. Open the sliding Navigation Menu, tap “Call Settings“ then verify that the boxes are checked for “Identify incoming calls” and “Identify outgoing calls.” If a number is still unidentified, it might not yet be in our database. The Hiya database is growing on a daily basis. If a number isn't identified today, it might be tomorrow.
Q: Why did Whitepages Caller ID install when I tried to install Hiya?
A: The hiya app is only compatible with versions of the Android OS newer than 4.4. To ensure that you have an app that works we default to one of our older apps that is compliant when we detect an older version of Android.
Q: How do I add photos to my contacts?
A: We match the contacts in your call log with your phone book photos. If a contact does not have a designated photo, just add a photo to the contact and Hiya will update it within the app.
Q: How can I give feedback or contact support?