Residential & single line FAQ

How do I sign in?

Open the portal, enter your UserName and Password, then select LOG IN. Clear Remember Me on shared computers.

What is VUP4?

VUP4 is the name currently displayed by the Safe2call customer portal.

I forgot my password. What should I do?

Use Forgot Password on the login page and follow its prompts, or contact Safe2call through your agreed support channel.

How do I change my password?

Open My profile > My profile and choose Change password. Complete the change yourself and keep the new password private.

How do I sign out?

Open User settings beside your displayed name and choose Logout.

How do I update my email or name?

Open My profile > My profile > Personal data, update the relevant field and select Save.

How do I update invoice details?

Choose Invoice data in My profile. Update the address or other billing fields and Save.

Why can I not edit my phone number?

Phone numbers are assigned and managed by Safe2call. Contact us on 0330 301 0246 or info@safe2call.com to change or add a number.

How do I stop promotional contact?

Open Consents in My profile, review Email, SMS, In-app and Call, then Save your choices.

How do I make a browser call?

Open the phone icon on the right, expand Dialpad, enter the number and select the handset icon. Browser calling must be enabled and your microphone must work.

How do I call a saved contact?

Open Contacts, search for the person, check the number and select Call.

How do I add a contact?

Select ADD CONTACT, enter the required First name and the phone number, add other details if needed, then select ADD CONTACT to save.

Can I store more than one number per contact?

The New Contact form provides Add phone for another phone entry.

How do I find favourite contacts?

Use Starred contacts. The contact form provides Toggle starred.

Where do I see missed or recent calls?

Open Recents for the activity timeline. Use Account > Billing for detailed usage and charges.

Can I send text messages to any mobile?

Text messaging depends on your service and plan. Contact Safe2call to confirm what is included before relying on it.

Can I make video calls?

The dialpad displays a video icon, but supported destinations and availability must be confirmed with Safe2call.

How do I transfer a call or put it on hold?

Use the active-call controls of your supported phone or app. The exact sequence depends on the device; obtain its Safe2call guide.

Does Busy status block my calls?

User status offers Online, Away, Busy and Snoozing. Confirm how these affect calling; do not assume they are equivalent to handset DND or a Find me DND rule.

How do I forward calls to my mobile?

Open Find me > Add, configure your incoming line and matching values, select Forward, enter the mobile number in To and choose the intended conditions. Confirm priority and charges before saving and testing.

Can I forward only unanswered calls?

Find me provides No answer as a condition. Confirm how it interacts with other conditions and the ring timeout before activation.

What do Offline and Busy mean?

They are routing conditions for an unreachable or busy endpoint. The exact treatment, including call waiting, should be confirmed with Safe2call.

What is DID number?

It identifies the incoming telephone number a routing rule should apply to. Ask Safe2call what a blank selection means.

What should I enter in Priority?

Use the value specified by Safe2call. The form does not explain whether higher or lower numbers take precedence.

What does Loop do?

The rule includes Loop, but its exact behaviour is not explained in the form. Confirm it before saving.

How do I enable voicemail?

In Find me, select the Voicemail response, choose the intended conditions and greeting, then Save and test. Obtain any required To value from Safe2call.

How do I record my greeting?

Open Greetings > Add, enter Name, select Record and use CLICK HERE TO START RECORDING. Follow the completion controls and Save.

Can I upload an existing greeting?

Contact Safe2call to confirm whether audio files can be uploaded to Greetings and which formats are accepted.

Where are my voicemail messages?

Open Account > Voicemails. The list identifies Caller ID, Display name, Date and Duration.

How do I receive voicemail by email?

Enter your address in My profile > Settings > Voicemail to email and Save. Test by leaving a voicemail and checking your inbox and junk folder.

What is the handset voicemail code?

Obtain the access code and PIN procedure from Safe2call. No verified handset code is provided by this portal.

How do I add a speed dial?

Open Speed dials > Add, select Speed dial, enter Telephone number and optional Nickname, then Save. Ask Safe2call how to dial the shortcut.

What are Quick calls?

They associate a Description, Access number and Destination. Confirm the access-number dialling method and charges with Safe2call.

What is Call through?

The section manages call-through phone numbers and provides a PIN control. Obtain the service access number, authorisation rules and instructions before use.

How do I add a handset?

Open Account > VoIP devices > Add and enter MAC, Vendor and Model. Save, then follow Safe2call provisioning instructions and check registration.

Where are my SIP credentials?

Open My profile > Settings. SIP login and SIP password are private device credentials; the SIP server and other setup parameters must come from Safe2call.

Can I use a mobile or desktop app?

Ask Safe2call which apps are supported and obtain their setup guide. The portal does not identify a specific app download.

Can I connect several phones?

This depends on your service. Contact Safe2call before connecting more than one device so we can confirm what your account supports.

How do I check recordings?

Open Account > Recordings. A menu entry does not confirm recording is enabled. Ask about activation and retention.

Can I receive or send faxes?

Faxes provides Received and Sent tabs plus email-related settings. Confirm activation, email-to-fax addressing, file types and charges before use.

Can I share my Click to call link?

Treat it as private because it contains an access token. Confirm its intended use and permissions with Safe2call before distributing it.

Where can I check call charges?

Open Account > Billing. Use Show filters to select dates, number and billing type, then review Cost and Effective duration.

Where can I find invoices?

Open Account > Invoices and locate the document by Date and Number. Use any available record or download action.

What is the difference between Payments and Billing?

Payments records transactions; Billing records service usage. Invoices are issued billing documents.

How do I check an international rate?

Open Rates and use Select country or enter anything in order to check rates. Confirm destination inclusions and any minimum charges before calling.

Are forwarded calls free?

Do not assume so. Ask Safe2call whether the forwarded leg is included and how it is charged.

How do I add another telephone number?

Open Phone numbers > Add. The wizard begins with Country, then Area and Numbers. Review charges before ordering and confirm routing afterwards.

Can I keep my existing number?

Ask Safe2call about porting before cancelling the existing service. The number selection wizard does not document porting.

Why is a different currency displayed?

The portal can show an account-specific currency. Ask Safe2call to confirm the correct billing currency and package terms.

Why is Save grey?

Check required fields, validation messages and whether a value has changed. Do not bypass validation.

Why is there no data?

Check dates and filters, then confirm the feature is active. An empty table can simply mean there are no records.

Why is my phone not ringing?

Check the handset is registered and powered, that Do Not Disturb is off, and that no Find me rule is diverting your calls. If it still does not ring, contact support with your number.

Why is there no sound?

Check microphone permissions, headset selection and network connectivity. Tell support whether you cannot hear, cannot be heard, or both.

Will the phone work in a power or broadband outage?

Internet calling depends on power and connectivity. Confirm backup arrangements and maintain an alternative calling method.

Can I rely on this line for emergency calls?

Confirm emergency calling availability and the registered address with Safe2call. Do not test by dialling an emergency number.

Can I connect a medical alarm or security alarm?

Alarm lines need special handling. Contact Safe2call before connecting a medical or security alarm so we can confirm compatibility and register the details with you.

What should I send support?

Provide the affected number, time, handset or app model, error text, incoming or outgoing symptoms and checks tried. Keep passwords, PINs and tokenised links private.