Resolving spam labels

Mobile devices sometimes label calls as Spam, Scam Likely, or Spam Risk. If your SignalWire numbers show one of these warnings, the label usually comes from third-party caller-reputation providers used by mobile carriers and device apps. This guide walks through the full remediation path: requesting STIR/SHAKEN “A” attestation, updating your CNAM, and submitting reputation corrections to the major providers.

Spam and scam labels are set by several independent systems: mobile carriers, device manufacturers, caller ID apps, and reputation providers such as Hiya, First Orion, and TNS. SignalWire handles the carrier-side pieces (STIR/SHAKEN attestation and CNAM) and can confirm that your numbers are assigned to you. The reputation providers each maintain their own databases, so you submit correction requests to them directly, and each update propagates on that provider’s own schedule.

How spam labels work

A spam or scam label is not stored in a single database. Several signals feed into it:

Number history, including reputation inherited from a previous user of the number
Call patterns, such as volume, call duration, and answer rates
End-user spam reports
Your CNAM (caller ID name) record
STIR/SHAKEN call authentication and your attestation level
Reputation providers such as Hiya, First Orion, and TNS

Because these signals come from different sources, resolving a label usually takes more than one step. The steps below address each of these signals.

Remediation steps

Request A attestation and CNAM from SignalWire Support

SignalWire handles the carrier-side pieces through a single support ticket, STIR/SHAKEN attestation and CNAM.

A attestation is the highest STIR/SHAKEN attestation level. It confirms that SignalWire has identified you and that you are authorized to use the calling numbers. By default, outbound calls receive level C, and levels A and B require vetting. As part of that vetting, SignalWire may ask you to complete Know Your Customer (KYC) identity verification, which confirms account ownership, business identity, your use case, and number authorization.

CNAM is the caller ID name that can display alongside your number on supported networks. A missing, outdated, or generic CNAM, or one inherited from a previous user of the number, makes recipients more likely to distrust the call or report it as spam.

Open a support ticket from the Support button in your SignalWire Dashboard and choose Create a ticket. Include:

Your SignalWire Space or Project ID
Your business legal name and website
The numbers you use for outbound calling
A short description of your calling use case
Confirmation that the numbers are assigned to your business or application
A spreadsheet of the numbers and requested CNAM values (format below)
Evidence of the label: screenshots, the carrier or app where it appears (such as AT&T, Verizon, T-Mobile, Samsung Smart Call, or Hiya), and an example call date and time

Phone number	Requested CNAM
+15551234567	BUSINESSNAME
+15557654321	BUSINESSNAME

Follow these guidelines when choosing a CNAM value:

Use a clear, recognizable business name
Avoid generic names such as “Support,” “Customer Care,” or “Service”
Avoid misleading or unrelated names
Use the same CNAM consistently across related numbers when possible

CNAM is limited to 15 characters, including spaces.
Updates take up to 48 hours to propagate, and times vary by downstream carrier and database.
CNAM is disallowed on toll-free numbers.
Canadian carriers do not read from the National CNAM registry, so CNAM does not display on calls to Canadian numbers.

Once any required KYC is approved, SignalWire Support reviews the account for A attestation and submits your CNAM updates. For full details on caller ID and CNAM, see Caller ID & CNAM.

Register with Free Caller Registry

After attestation and CNAM are addressed, register your outbound numbers with Free Caller Registry. A single submission there forwards your business caller information to the major reputation providers, including First Orion, Hiya, and TNS.

Use accurate, consistent information:

Legal business name
Customer-facing business name
Business website
Contact name and email
Phone numbers used for outbound calling
Description of the call purpose
Expected call volume
Whether calls are transactional, support-related, appointment-related, billing-related, or sales-related

Be specific about why you call customers. Vague descriptions make it harder for reputation providers to validate the traffic.

Correct labels with a specific provider

The Free Caller Registry submission forwards your information to Hiya, First Orion, and TNS. If a specific provider still shows an incorrect label, or you want to register or report directly, use its path below.

Hiya: request a correction

If Hiya is labeling your calls incorrectly, submit a correction request through the Hiya request hub. Include:

Business name
Business website
Affected phone numbers
Description of the call purpose
Confirmation that you are the authorized user of the numbers
A note that the numbers may have inherited reputation from prior use, if applicable

Hiya also offers business number registration and caller reputation review options.

First Orion: register your numbers

First Orion provides free business number registration. Registering supplies business and call-purpose information that influences how your calls are labeled across supported carrier networks. Use the same business name, website, number list, and call-purpose explanation you used with Free Caller Registry.

TNS: report a mischaracterized call

TNS provides a reporting path for mischaracterized calls. Use it when legitimate calls are treated as spam, nuisance, fraud, or robocall traffic. Include:

The calling number
The called number, if available
The date and time of the affected call
The label shown to the recipient
Your business name and website
A short explanation of why the call was legitimate

When contacting a provider, use this template and replace the bracketed values with your own details.

Hello,
We are the current authorized user of the phone number(s) listed below. These numbers are
assigned to [Business Name] and are used for [call purpose, such as customer support callbacks,
appointment confirmations, billing follow-up, or account notifications].
The numbers appear to be incorrectly labeled as spam, scam, or fraud. We believe this labeling
is inaccurate and may have been inherited from prior use before the numbers were assigned to us.
Please review and remove any inaccurate spam, scam, or fraud labeling associated with these numbers.
Business name: [Business Name]
Website: [Website]
Phone numbers: [List of Numbers]
Call purpose: [Call Purpose]
Carrier/provider: SignalWire
Contact name: [Name]
Contact email: [Email]
Contact phone: [Phone]
Thank you.

Outbound Calling Best Practices

Even after CNAM and reputation corrections are submitted, calling behavior can flag numbers again.

Avoid these patterns:

High-volume calling from newly assigned numbers
Repeated redial attempts in a short time
Very short calls and abandoned calls
Calling people who are not expecting contact
Inconsistent caller ID usage
Rotating through large pools of numbers to reach the same recipients
Calling outside reasonable local hours
Failing to identify your business at the start of the call

Instead, follow these practices:

Call only people who expect or have consented to the call
Clearly identify your business at the beginning of the call
Use consistent caller ID numbers
Keep CNAM aligned with your actual business identity
Monitor answer rates and complaint patterns
Ramp traffic gradually on newly assigned numbers

Reputation corrections take time to appear across all carriers and devices, because each provider maintains its own systems and update schedule. Consistent calling behavior keeps a corrected number in good standing.

Optional paid reputation and branded calling services

Several reputation providers offer commercial products for businesses that rely heavily on outbound calling.

Paid reputation and branded calling services

Beyond the free registration and correction paths above, these providers offer commercial products. They may include branded caller ID, caller reputation monitoring, spam-label remediation workflows, call analytics, branded call-reason display, logo display, spoofing protection, and enterprise support:

Hiya Branded Call and Hiya for Businesses
First Orion INFORM Branded Calling and AFFIRM Number Monitoring
TNS Enterprise Branded Calling and Call Guardian
TransUnion TruContact Trusted Call Solutions
Numeracle Number Reputation Management

These services suit customers with high outbound call volume, contact-center traffic, critical customer notifications, or ongoing reputation management needs. Treat them as an enhancement, not a guaranteed removal mechanism. Spam and scam labels are determined by multiple providers, carriers, devices, apps, and call-behavior signals. Complete KYC, request A attestation where eligible, keep CNAM accurate, register through the free paths above, and follow responsible calling practices alongside any paid service.

Next steps

STIR/SHAKEN

How call authentication and A/B/C attestation levels work.

Caller ID & CNAM

Set caller ID and CNAM for your numbers and SIP endpoints.

Optimize delivery rates

Parallel guidance for messages flagged as spam.