Branding may not appear on every call. Whether it appears depends on the recipient's carrier, device, location, and the branding status of your phone number.
What affects whether a call is branded
The recipient's carrier
Branding is delivered through the carrier networks Hiya works with in each market, so coverage differs from one carrier to another. Some carriers may require Secure Branding before branding will display at all for financial services and government callers. See Branded Call API and Secure Branding.
The recipient's location
Branded Call coverage varies by country and region. The share of your calls that are branded depends on where the people you call are.
Your phone number's branding status
A phone number can display branding after its branding is approved. Review often takes a few hours, but it can take more than 48 hours if further investigation or action is needed. On the Branded Call phone numbers page, check the Current status column. Select an underlined status to see details and any actions needed:
- Branded: Branding is approved for distribution across available Hiya-powered devices, carrier networks, and other channels. Whether it appears on an individual call still depends on the recipient's carrier and device.
- Limited distribution: Branding is active on Hiya-powered devices and some carrier networks, but not yet on all carrier networks. No action is needed.
- Changes pending: New branding elements are waiting for approval. Your current branding stays active until they're approved. No action is needed.
- Needs attention: One or more branding elements were disapproved. Any existing active branding remains unchanged. Check the reason and update the affected elements.
- Unverified: The number is newly registered and hasn't been reviewed for validity or ownership yet. No action is needed.
See The Branded Call phone numbers list for details.
How branded calls count toward your plan
Only branded calls count toward your plan usage.
- Monthly plans: Your plan includes a set number of branded calls each month. Calls without your branding do not count toward that number.
- Pay As You Go: You're billed each month for the number of calls Hiya brands for you.
See Subscriptions for how to change your plan.