Why Is the Caller ID Displaying Incorrectly?

Caller ID information (custom name and associated number) may display incorrectly (or not display at all) on the recipient’s phone for any of the following reasons:

  • The caller has not sent the Caller ID Update request for the carrier to update the National Caller ID Database. For information on requesting a Caller ID update, click here. Updating the National Caller ID Database can take up to 30 business days to complete.
  • The recipient’s carrier has not pulled the caller’s new Caller ID information from the National Caller ID Database. Nextiva cannot control how often the recipient’s carrier updates their databases.
  • The recipient’s carrier does not display Caller ID information.
  • The Caller ID name has a 15-character limit, so a name exceeding this length will be cut off on the recipient’s phone. A typical display name is 9 to 12 characters.
  • The caller’s number is a toll-free or fax number. Caller ID for toll-free and fax numbers cannot be changed.


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Updated on January 9, 2020

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