How do I verify my phone number?

To verify your phone number and be eligible to receive TeleSafe calls, follow these steps:

1. Log in to your account.
2. Navigate to the My Profile menu in the top right corner of the page on a desktop. On a mobile device, this option is available from the drop-down menu (☰). Click on Settings from the drop-down menu.
3. Next, on the Account info page, in the Phone number section, click Verify now. 
   
   
4. We’ll send you a text to verify your number. Standard message and data rates apply.

Note: verification codes will expire after 1 hour. If your code has expired, please request a new code.

Why do I need to verify my phone number to use TeleSafe?

What is TeleSafe?

TeleSafe is an online phone service custom-built for CareGuide users.

TeleSafe enables users to call each other without sharing personal contact information, allowing for more security and protection.

For TeleSafe to operate, you must verify your phone number and make calls using the device registered to the number on your account. 

How does TeleSafe work?

How do I place a call using TeleSafe?

To call someone on site using TeleSafe, you first need to verify your phone number.

Once your phone number is verified, you can place a call in one of the two following ways:

From a user’s profile:

1. Open the profile of the person you want to contact and click Call on Phone.
   
   
2. You will be taken to a new page where you can choose to call your match using your browser or your phone. 
   
   
3. To call through your browser, simply click Call now. The call should begin immediately; if it does not, make sure you have allowed the site access to your device's microphone. 
   
   
4. To call using your phone, you must call from the number registered on your account. Next, dial the toll-free 1-855 number and listen for the prompt asking you to enter the unique 5-digit pin. Once you enter the pin, the call will begin.
   
   Note: all pins expire after 4 hours. After 4 hours, if you intend to call the user, you need to return to their profile and generate a new pin. 

From a message in your Inbox: 

1. Navigate to your Inbox and open the conversation with the person you want to call.
   
   
2. On desktop, in the menu bar of the conversation, you will see the phone icon. On mobile, this icon is located under.
   
   Once you click you will be redirected to a new page where you can choose to call your match through your browser or using your phone. 
   
   
3. To call through your browser, click Call now. The call should begin immediately; if it does not, ensure you have allowed the site access to your device's microphone. 
   
   
4. To call using your phone, you must call from the number registered on your account. Next, dial the toll-free 1-855 number and listen for the prompt asking you to enter the unique 5-digit pin. Once you enter the pin, the call will begin.
   
   Note: all pins expire after 4 hours. After 4 hours, if you intend to call the user, you need to return to their profile and generate a new pin. 

Note: if a match has not confirmed the number on their account or if they made an error entering their number, calls will not connect.

What do I do if I get someone's voicemail?

If you call someone throughTeleSafe but are redirected to voicemail, we suggest you leave a message asking them to call you back through the site.

The best thing to do is tell them your name, why you are calling, and that you will follow up through the site.

Why am I not getting a code to verify my phone number?

If you are updating your phone number and have previously unsubscribed from SMS notifications, you won't receive a verification code to verify your new number. You must re-subscribe. 

To resubscribe, please text Start to +1-647-496-3967.

Once you have resubscribed to SMS notifications, please request a new verification code, and complete the verification steps.

Note: verification codes will expire after 4 hours. If your code has expired, you need to request a new one.

Why can't I make a call?

First, check the following: 

1. You have verified your phone number
   
   
2. The person you are contacting has verified their phone number
   
   
3. You have purchased a subscription
   
   
4. You are entering the correct pin when placing a call (Note: pins expire every 4 hours. Return to the user's profile and click Call again to generate a new code.)

If you can still not call someone, they have likely not verified their phone number. As such, calls to them can not be completed. 

You and the person you are calling must have verified phone numbers for a call to be completed. 

Please note that we cannot force someone to verify their phone number. If you cannot reach someone by phone, please message them on-site or provide your contact information and request they call you later.