> For a complete index of all SignalWire documentation pages, fetch https://signalwire.com/docs/llms.txt # Resolving spam labels > Fix SignalWire numbers labeled as spam or scam by requesting STIR/SHAKEN A attestation, updating CNAM, and correcting caller reputation with Hiya, First Orion, and TNS. 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](/docs/platform/voice/stir-shaken) "`A`" attestation, updating your [CNAM](/docs/platform/voice/how-to-set-caller-id-or-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](/docs/platform/voice/stir-shaken) attestation and [CNAM](/docs/platform/voice/how-to-set-caller-id-or-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](https://my.signalwire.com/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](/docs/platform/voice/how-to-set-caller-id-or-cnam). ### Register with Free Caller Registry After attestation and CNAM are addressed, register your outbound numbers with [Free Caller Registry](https://www.freecallerregistry.com/). 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. If Hiya is labeling your calls incorrectly, submit a correction request through the [Hiya request hub](https://hiyahelp.zendesk.com/hc/en-us/p/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 provides [free business number registration](https://firstorion.com/products/free-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 provides a [reporting path for mischaracterized calls](https://reportarobocall.com/). 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. ```text 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. 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 How call authentication and A/B/C attestation levels work. Set caller ID and CNAM for your numbers and SIP endpoints. Parallel guidance for messages flagged as spam.