Apple FAQ

iPhone FAQ

Getting Started

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. With that said, use this as a last resort if you have an extensive blocklist. (“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

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 at least 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 just above. 

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.

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.

Call Blocking

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 be aware that the block option will block all calls with your area code and your prefix.  Even those in your contact list.  This is something that we will fix in the next release in the next couple of weeks.  In the meantime, the alert option is probably your best bet. 

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 to fix it.  

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.  Even those in your contact list.  This is something that we will fix in our next iPhone release.  In the meantime, the alert option is probably the best bet.

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.

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.

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.

We don’t have a “save block list” function right now… However, it is a popular request so we are looking into it.

Protection

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.

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.

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.

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.

Few things here.

#1) Our database of spammers is gigantic. Unfortunately, we are not able to enter every single spam number in the world into CallKit. 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.

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.

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…

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.” 

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.  

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.

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.

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

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.

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 some limited operation.

We do not have access to call logs on the iPhone.

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.

Troubleshooting

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. With that said, use this as a last resort if you have an extensive blocklist. (“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

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.

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 the FAQ. 

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.

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

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.

Help

We'd love to hear from you. Click here to contact us.