How to Fix a Phone Call Redirect Loop

What Is a Phone Call Redirect Loop?

A phone call redirect loop happens when a call to number A gets forwarded to number B, and number B then forwards it back to number A. The call gets stuck in an endless cycle.

This is more common than you'd think — usually it's just a configuration issue where two numbers are accidentally pointing at each other.

How to Tell If You Have a Redirect Loop

You'll notice these signs:

• The same message or sound repeats over and over during the call
• Multiple inbound calls stack up in your Conversations inbox within seconds (usually less than a minute apart)
• Parents or staff report that calls won't connect properly

How to Fix a Phone Call Redirect Loop

Follow these three checks to identify and fix the loop. Usually it's one of these settings causing the issue.

Check Staff Phone Numbers

Go to Settings → My Staff and click to edit the specific staff member.

Make sure the staff member's personal phone number (where they actually receive calls) is not the same as any Enrollio phone number. If these match, the system will try to call itself — creating the loop.

[SCREENSHOT: Settings → My Staff screen showing the edit user panel with phone number field highlighted]

If you see an error message about duplicate numbers, this is your issue. Update the staff member's number to their actual mobile or direct line.

Check Forwarding Number

Go to Settings → Phone Numbers and check your forwarding number.

Your forwarding number must be different from your main Enrollio phone number. If they're the same, calls will loop.

[SCREENSHOT: Settings → Phone Numbers screen with forwarding number field highlighted]

Check Business Profile Phone

Go to Settings → Business Profile and look at your Business Phone number.

This is your fallback number — where calls go if other routing fails. Make sure this number is different from your Enrollio phone number.

[SCREENSHOT: Settings → Business Profile screen with business phone field highlighted]

Important: Even if this looks like a different number, call it yourself to verify. Sometimes a number that appears different is actually set up to forward back to your Enrollio number on the carrier side.

Still Having Issues?

If you've checked all three settings and calls are still looping, reach out to Enrollio support. We can check your call logs and routing configuration to identify any other issues.