What is number spoofing?
Number spoofing (also called caller ID spoofing) is when someone makes a call or sends a message and fakes the phone number that appears on the recipient’s screen.
This means a scammer can make it look like they’re calling from your company number (or any other number), even though the call did not come from your account, device, or our platform.
Why does it happen?
Spoofing is mainly used to increase the chance someone answers or trusts the call/message. Fraudsters commonly spoof:
well-known business numbers
local-looking numbers
numbers that appear “real” (mobile or landline)
Most of the time, this isn’t targeted — scammers often rotate through random numbers at scale.
Is this something you (or we) can prevent?
Unfortunately, no.
Caller ID is information that can be manipulated by callers on other networks, and anyone can spoof any number. Because spoofed calls may originate entirely outside our systems (and outside the UK/US), there isn’t a reliable way for you or us to block someone else from pretending to be your number.
What we can do is help you:
confirm whether the activity originated from your account (it usually hasn’t)
reduce disruption if you’re receiving lots of return calls
document the incident and guide next steps
Signs your number may have been spoofed
You might notice:
a sudden spike in inbound calls from unknown people saying they “missed your call”
complaints that “your number called asking for money” or other suspicious requests
people returning calls to a number that isn’t widely advertised
What should you do?
1. Contact Support immediately
If you think your number is being spoofed, contact Support as soon as possible with:
the affected number(s)
when the issue started
a brief description of what callers are reporting (e.g., “asking for money”)
We’ll check platform logs to confirm whether the calls/messages were sent from your account. If they weren’t, that strongly indicates spoofing.
2. If you’re being flooded with return calls, tell us
If the spoofing is causing disruption, Support can discuss short-term mitigations (for example, temporarily adjusting inbound handling or adding an advisory message where appropriate).
3. If anyone reports scam content, advise them not to engage
If members of the public call back:
tell them the call did not come from you
advise them not to share personal or payment details
suggest they contact their phone provider or relevant fraud-reporting body
Important reassurance
Spoofing does not mean your account has been hacked.
It does not mean your calls/messages were sent from our system.
It’s a wider telecom issue where the caller ID can be falsified outside your control and ours.
If you suspect spoofing, contact Support and we’ll help you verify what happened and reduce any operational impact.