Troubleshooting
Role: Administrator Area: Phones · All versions · Last verified: 8/18/2026
What you're seeing
Calls to your ServiceTitan tracking numbers should ring through to the number you want them to reach. Instead, they're still going to an old or incorrect number — usually because the Set Forwarding Number was never updated after a change, like a new office line or a new provider.
Why this happens
There is 1 common reason.
Reason 1
The Set Forwarding Number still points to your old destination.
ServiceTitan sends every tracking-number call to whatever number is entered as the Set Forwarding Number in Settings. If that number hasn't been updated since your office line or phone provider changed, calls keep going to the old destination.
Before you start
You need the Forwarding number settings permission to edit this field. If you don't have it, contact your admin.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Update your Set Forwarding Number
Log in to ServiceTitan.
Go to Settings > Phones > Phone Numbers.
At the top, find your Set Forwarding Number — the number all your calls are currently being sent to.
Enter the new number you want your calls to go to.
Save your changes.
Call one of your tracking numbers to confirm the call reaches the new number.
Note: If you run into an error or unexpected message, contact the ServiceTitan support team.
✓ Done · If your test call reaches the new number, your forwarding number has been updated. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Your account name and the affected tracking number(s)
The old and new forwarding numbers
Any error message shown when saving
Which steps in this article you already tried
Want to learn more?
What is causing the delay in inbound calls connecting to the forwarding number and how can it be fixed? ›
Sibling troubleshooting article — connection lag on the forwarding number
All of the forwarding numbers are dropping out after a few seconds ›
Sibling troubleshooting article — short-duration call drops on forwarding numbers