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Kelly V's profile

New Member

 • 

1 Message

Mon, Aug 22, 2022 4:50 PM

How do I stop Active Armor from marking trusted contacts (mom and niece) as severe threat?

When I receive a call from my mom or niece (and several other trusted contacts), Active Armor alerts me that I am receiving a call from a severe threat. How do I stop that from happening?
ATTHelp

Community Support

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203.8K Messages

3 months ago

Hello @Kelly V, we understand the importance of receiving important phone calls. We want to help you with unblocking your contacts from ActiveArmor. 

 

ActiveArmor helps manage spam and nuisance calls from telemarketers and more. You can manage your call preferences by:

  1. Opening the AT&T ActiveArmor mobile security app and tap Calls.
  2. Scroll to Network call preferences.
  3. Choose one:
    • Block caller: You can block calls from your call log, contact list, or manually.
    • Fraud calls: This is automatically set to Block for your protection. You can choose to flag these calls or send to voicemail.
    • Nuisance calls: This is automatically set to Enabled. You can choose to flag, block, or send to voicemail each category. Categories include Political, Spam risk, Surveys, Nonprofit, Private calls, Telemarketers, and Account services. Categories were based on complaints and feedback.
    • Unknown callers: This defaults to Allowed. You can also choose to send to voicemail.

Be sure to change unknown callers to allowed, so you can have the calls sent to voicemail.

 

Also, have you deleted Call Protect before installing and using our ActiveArmor app? If not, try deleting Call Protect, then uninstall and reinstall the ActiveArmor app to see if that helps. We're here if you have any questions. Thank you for contacting AT&T Community Forums. 

 

Alasani,  AT&T Community Specialist

New Member

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6 Messages

3 months ago

This didn't remove the fraud flag from 2 numbers on my contact list. Any other ideas?

ATTHelp

Community Support

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203.8K Messages

3 months ago

Hello @dlecronier, we are here to help you with AT&T Active Armor.

 

To help unblock a number on the Active Armor app:

  1. Tap the Blocked Icon at the top (Red circle with the slash through it)
  2. Find and tap on the call that was blocked. You'll get a Call details screen.
  3. Select Unblock.

Note: If a call is auto-blocked as fraud, adding the caller to your address or contact list won't unblock the caller.

 

You can also access our AT&T Active Armor Page by scrolling down the bottom of the article for additional information and troubleshooting steps.

 

Please let us know if this helps!

 

Ashley, AT&T Community Specialist 

New Member

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6 Messages

3 months ago

The numbers weren't blocked. Just marked as fraud and they are now sent to voicemail automatically. My only solution was to disable Active Armor.

ATTHelp

Community Support

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203.8K Messages

3 months ago

That's great news, @dlecronier. We're glad to hear that the solution was to disable Active Armor app. Please don't hesitate to reach out to us if you need additional assistance. Thanks for contacting AT&T Community Forums!

 

Nelson, AT&T Community Specialist

async

New Member

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173 Messages

3 months ago

From what AT&T says, it marks call numbers that fit specific "patterns". The company is not willing to comment on algorithms. I guess your mom/niece/your-contacts are part of some remote telemarketing/scam team that calls and annoy people.

async

New Member

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173 Messages

3 months ago

FWIW dozen times per month, I'm getting calls from "family business" that just use whitepages.com to find 60+-year-olds and call them to buy unclaimed property. The whitepages has wrong info about my phone number, and they are not willing to correct it.

I'm reporting/flagging all calls that appear on my recents list a few times and do not leave a voice message. Not sorry. I'm glad AT&T keeps flag for these calls.

New Member

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6 Messages

3 months ago

I agree. Hubby is a scammer, calling from the high school where he works!

So the benefit of Active Armor is useless to me.

async

New Member

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173 Messages

3 months ago

Hubby is a scammer, calling from the high school where he works!

Awesome. Mystery solved! Advise? There is a such thing called a "work phone". Never use a personal phone number to do business.

ATTHelp

Community Support

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203.8K Messages

3 months ago

Let's look a little closer into your Active Armor app together, @dlecronier

 

 This is not the experience we want you to continue to have. Our first recommendation is to try and update Active Armor to the latest app update.

  1. Go to Settings on your device and tap General.
  2. Tap Software Update and make sure you have the latest version. If you don’t, update it now.
  3. Close settings and open the App Store.
  4. Tap Updates, and select Update next to AT&T ActiveArmor mobile security app.

Our second recommendation is for you to troubleshoot your Active Armor app issues

  1. Tap Settings then Application manager/Apps.
  2. Scroll to the All section and tap Google Services. (It may say Google Services Framework, Google Connectivity Services, or Google Play Services.)
  3. Tap Clear Data and then Force Stop.
  4. Go back to the list of apps under your device settings and select Google Play Store.
  5. Tap Clear Data, then Force Stop.
  6. Turn your phone off for a few seconds and back on. (This is important!)
  7. Open the Play Store and try updating the AT&T ActiveArmor mobile security app again.

Just a few quick questions:

1. What is the make and model of your device? We can provide a precise solution for that specific device.

2. When did you start seeing your two contacts as being flagged for spam? We want to double check if there are any similar trending issues with other users.

 

Please share the results with us and we can continue with more support in a direct message.

Thanks for reaching back out to AT&T Community Forums!

Nelson, AT&T Community Specialist

 

 

 

 

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