Q: What is Hiya Premium?
A: Hiya Premium is our new subscription service that complements our free offering without taking away the core free features that our users have come to love and rely on.
Q: Hiya is not working correctly. What is one thing I can try before I try anything else?
A: Update the app in the App Store If you still have issues, try the fail-safe described below.
If you are on an older version of the iPhone operating system, you may not be able to update to the most recent version of the app. Please update the phone to a more recent version of iOS to update the app. We are only compatible with iOS 10 or above.
Please note that this step may update your app to the free version of our app. The premium version is available within the updated app.
A: Do not force quit the app during everyday use. Hiya needs to do updates periodically and if the app is forced closed in the middle of the update then blocking and your block list may not work. It is best to not force quit the app to ensure the app works properly.
A: The fail-safe (Don't do this if you live outside of the US and Canada): 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. I would suggest writing down the numbers in your blocklist or taking a screenshot before doing this step. With that said, use this as a last resort if you have an extensive blocklist and don't want to write them down or take a screenshot. (“Save Blocklist” functionality is a popular request and we are looking into it for future updates).
- Disable Hiya in Settings
- Force-quit Settings
- Uninstall Hiya
- Restart your device
- Reinstall Hiya
If you uninstall the app and you do not live in US and Canada you will temporarily not be able to redownload the app. This is because we are still working on making our premium version of Hiya available in other countries.
Q: The enable Hiya option in the iPhone settings is not working. What do I do?
First, our latest update on iOS has experienced issues with enabling and/or updating. We have been in communication with Apple and this is a known bug. Apple offered a workaround that seems to work (and it doesn’t require an uninstall of Hiya which causes you to lose your blocklist). So, if you are experiencing issues after updating to the latest version, please try this:
Wait more than one hour after Hiya gets into a bad state. Reboot the phone, then try to enable Hiya again and it should correct itself.
If this doesn't work then try the fail-safe at the beginning of this article.
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.
BLOCKING CALLS
Q: How can I block Spoofed Calls / Neighbor Scam (calls that show as my area code and prefix) on Hiya?
A: There is a way to block spoofed calls in the iPhone app. In the Hiya app, tap on options in the bottom right, then scroll down to the Spoofed Calls / Neighbor Scam option and choose block. You can also choose to alert instead of block.
Please make sure that Hiya is up to date in the App store to for this to work properly.
Q: Why is the iPhone app blocking a contact from calling me?
A: Do you have a contact in your iPhone that is blocked from calling you and you're not sure why? You might have to change a setting or share your contacts to fix it. Please make sure that you are on the most recent update of the Hiya app.
In the Hiya app, tap on Options in the bottom right, then scroll down to the Spoofed Calls / Neighbor Scam option and choose Alert or Do Nothing. The block option for spoofed calls will block all calls with your area code and your prefix. Those in your contact list will be fine if you are sharing your contacts with Hiya.
Q: Is there a way to prevent blocked calls from going to voicemail?
A: Unfortunately, we cannot prevent blocked calls from going to voicemail. This is a limitation from Apple that prevents us from hanging up on blocked calls. As soon as Apple lifts this limitation, we will eagerly make it available. We want to hang up on them as well.
Q: Is there a way to see calls that have been blocked?
A: Unfortunately, not. This is another implementation detail from Apple that we can’t work around (we can provide a blocked calls list with Android). We have no idea why we can’t have a “Hey! We’re awesome and here’s a list of calls we’ve blocked for you” section somewhere. The day that changes is the day you’ll see it.
Q: Is there any way to block all unknown caller ID/private callers?
A: Unfortunately, there’s no way to block all unknown callers, in the app or iPhone itself. We can only block an actual number that is recognized by caller ID. Android has some cool features like block by area code, but at this time, we can’t provide that feature on iPhone.
Q: Can You Block Text Messages?
A: Hiya, on both iPhone and Android, does not block text messages from numbers you block.
Q: In iOS is there a way to import or export the block list after un/reinstalling?
A: We don’t have a “save block list” function right now… However, it is a popular request so we are looking into it.
PROTECTION
Q: How do I use Hiya to look up unknown numbers?
A: First copy the unknown number from your Recents within the Phone application and then open Hiya. Hiya will ask you if you want to identify the number you just copied. Tap “yes” and Hiya will look up the number for you.
Q: What are the steps for copying phone numbers?
To copy a phone number, go to your Recent calls within the iPhone Phone application and tap on the info icon (the “i” with a circle around it) for the number you wish to look up. Once you’re on the contact card, press the caller's number and hold it for a couple seconds. The option to copy the number will appear. Tap “Copy” and the number is ready for you to paste into other apps.
Q: How do I report and leave a comment on a call that I received?
A: After you have searched a number in "Identify" in the bottom left, tap on "Report." Tap on the type of call it was and then you also have the option to leave a comment.
Q: How do I look up numbers with the widget (iOS 8 and above only)?
First install the Hiya widget. To install the widget, pull down the Notification Center. Make sure you are on the “Today” tab. Scroll to the bottom and tap “Edit.” You will be shown a list of apps that have widgets available. Tap on Hiya to add the widget.
Next, copy the number you want to look up from your Recent Call Log. Pull down the Notification Center and scroll to the Hiya widget. The phone number will be automatically identified there.
Q: How does Hiya identify incoming scam and spam calls?
Hiya adds an address book entry containing hundreds of phone numbers for known-to-be spammers and scammers. Because scammers and spammers are constantly changing their phone numbers to avoid detection, we update our entries at least once a day, often more.
Q: Why does an inbound call not get marked as spam, even if Hiya reports show it as a spam number?
A: There are a couple of things that can happen in this scenario:
1) Our database of spammers is gigantic. Unfortunately, we are not able to enter every single spam number in the world into CallKit (the list of known spammers we update everyday). We have to be picky and so we choose only the spam numbers that we have the highest confidence in to ID on the incoming call. For the remaining numbers, sometimes you’ll have to manually look them up in the app to see if they are Suspected Spam or not.
2) When a call comes in, we look up the number to see if it’s spam. Usually, it takes less than one second, but sometimes it simply takes longer and calls can get through.
Q: When I switch options to send calls directly to voicemail (vs. identifying spam calls), the app seems to stop identifying the calls and they ring through. Am I doing something wrong?
A: This is a hard one to explain because with iPhone, we aren’t able to show you the calls that we block (we can with Android but Apple won’t let us). Many times with spam calls, if they’re blocked and sent automatically to voicemail, they don’t leave a voicemail. When that happens, you don’t have a record of the call so you don’t know that we’ve blocked it for you. With that said, when calls come through that aren’t screened, you’re bound to notice it more if the only calls you see are the ones that aren’t being ID’d (and as much as we’d love to ID every call, we simply can’t – there are too many spammers out there).
Q: I have installed the app, but so far no calls have been identified….?
A: If calls are not being identified at all when you get them, then something has probably gone wrong. A simple check is to see if any calls are identified in the native phone call log. You should see some Hiya entries in there if it’s working.
If not, revert to the fail-safe (see above) and then, go back into the app, in the Call Protection tab, click on “Update Now” and give it about a minute to update, then check the call log again.
Q: How does Hiya identify incoming scam and spam calls?
A: Hiya adds an address book entry containing thousands of phone numbers for known-to-be spammers and scammers. Because scammers and spammers are constantly changing their phone numbers to avoid detection, we update our entries at least once a day, often more.
Q: In the iPhone, are spam numbers updated in the background or do I have to manually launch the app occasionally to update?
A: If you enable Hiya (through the phone's Settings> Phone> Call Blocking and Identification), then our spam lists will update in the background. Leading to our next ever-popular question…
Q: I enabled Hiya in the phone's settings, why does the app continually tell me I need to go in and update (by showing a red dot on the app icon)?
A: This has been fixed with our most recent update. We no longer need to show the badge icon for Hiya to work. Please update Hiya to the most recent version in the App Store.
If you cannot update you can turn it off with the steps below:
Anytime the spam list updates, you will receive a badge notification on the Hiya icon. This is to let you know that it’s working and updating. If you prefer not to see this, you can disable badge icons in your Settings (the spam lists will still continue to update, you just won’t be notified as such).
To disable badge icons follow these steps: Go into your settings for the iPhone itself. Go to Settings> Notifications> Hiya> and then disable “Badge App Icon.”
Q: Why do the number of scam and spam calls I am protected from keep changing?
A:Scammers and spammers are constantly changing their phone numbers to avoid being blocked by our app. We update the lists of scammers and spammers at least once a day, as long as the app is active to ensure that you stay protected from unwanted calls. Typically a scammer's number will only be active for 2-5 days before it is shut down by it's own provider. When a number is shutdown and deactivated we take it off of the total blocked list.
Q: What is the difference between scam calls, spam calls and blacklisted calls?
A: Scams are calls trying to get you to send them money or are found to be fraud in some other way. Spam calls are calls from telemarketers, bill collectors, solicitors, etc. Spam is not dangerous, but can be very annoying. Blacklisted calls are from numbers that you choose to blacklist because you want them blocked. This is someone such as an ex-boyfriend, ex-girlfriend or anyone you just don’t want to talk to.
Q: How do I use the spam check dialer?
A: Go to the “Call” tab in the app and type in the phone number you want to dial. If no spam is detected, then the call will go through. If the number you are dialling is identified as spam, you will be warned and asked if you want to continue with the call.
Q: Does the “real-time” notification only work over wifi or 3g?
A: Hiya doesn’t require any network connection; if you can receive a phone call, it works! You will only need a connection to update the Spam numbers list.
PRIVACY
Q: Why do you need access to my contacts?
A: Sharing your contacts with us is optional (If you do, they don't leave your phone) Although we do not require it, allowing access to your contact list helps us to identify callers under the name you prefer to see, and to filter out numbers that may look spammy, but are actually legitimate for you (like your Doctor's office). More information can be found here.
Q: Do you have access to my call logs on the iPhone?
A: We do not have access to call logs on the iPhone.
Q: How do you keep contact information private if you use Facebook?
A: Facebook is used only for login, it’s optional, and nothing is shared with Facebook. Facebook AccountKit is used for phone verification. It does not require a Facebook account, it only verifies the phone number.
Q: How do you uninstall Hiya?
A: To remove Hiya from your iPhone:
- Open the app and tap "Protect" at the bottom.
- Tap the "Enable Call Protection" slider so that Call Protection is disabled. This will remove the "Suspected Spam", "Scam or Fraud", and "Blacklisted" contacts that the app uses for Spam/Scam identification.
- Exit the app and long-press the app icon.
- An "x" will appear in one corner. Tap the "x" to completely uninstall.
Q: I've uninstalled Hiya but why do calls still seem to be getting blocked?
A: If you are still having issues after uninstalling Hiya you might have to reinstall the app and then try these steps:
- Disable Hiya in the iPhone Settings (Settings->Phone->Call Blocking & Identification)
- Force-quit Settings
- Uninstall Hiya
- Restart your device
GET ME STARTED
Q: I have been waiting for the activation code but have yet to receive it. What gives?
A: We use Facebook Account Kit for our SMS code verification. Unfortunately, we have no control over whether it works or not. With that said, we want it to work as much as you do. Here are a few tips that may help:
- Try the fail-safe (noted at the top of the article).
- Make sure you have “United States (+1)” selected (assuming your phone is, indeed, a U.S. number)
- Only use numbers, don’t start with 1 or +1
- Ensure your device is subscribed to a texting plan and can receive short-code messages. This one sounds obvious, but we’ve had a few instances where users (and even one of our own developers!) had short-code text messages auto-disabled through their carrier. If you aren’t receiving activation codes, it is worth a call to your carrier to ensure you’re supported.
Q: Why am I not seeing “Hiya” in Settings>Phone>Call Blocking & Identification?
A: First, our latest update on iOS has experienced issues with enabling and/or updating. We have been in communication with Apple and this is a known bug. Apple offered a workaround that seems to work (and it doesn’t require an uninstall of Hiya which causes you to lose your blocklist). So, if you are experiencing issues after updating to the latest version, please try this:
Wait more than one hour after Hiya gets into a bad state. Reboot the phone, then try to enable Hiya again and it should correct itself.
If this doesn't work then try the fail-safe at the beginning of this article.
Q: The Hiya widget doesn’t appear as a choice on Notifications.
A: If you’ve already tried the fail-safe (see above), let’s give this a whirl instead: Pull down the notification center by swiping down from the top of the screen. Swipe right to bring up the widgets page, scroll to the bottom. Tap the circular “edit” button, and tap the “+” button next to Hiya.
Q: How can I give feedback or contact support?
A: You can always reach us through our contact form here