Who this is for
You've signed up and you want calls to actually reach Scarlett. This guide sets the divert on your phone network so calls forward to your Scarlett number, and shows you the exact code to dial for your carrier.
Time: about 5 minutes. You'll need: to be the account owner, and the phone that receives your business number to hand.
You set the divert on your own phone or with your phone provider — not in the Scarlett app. Nothing in the app can turn it on for you. The app gives you the number and the code; you dial it.
Before you start
- Sign up and start your free trial — you need an account. Every account gets its own UK Scarlett number, set up for you when you sign up.
Why this matters: your customers keep dialling the number they already know. The divert is your network quietly passing those calls to your Scarlett number, so she can pick up when you don't. You keep your number; nothing is transferred away from you.
Steps
1. Find your Scarlett number
Sign in and open Scarlett number from the Set up Scarlett part of the menu (on a phone, tap More first). Your Scarlett number is the large number at the top of the page, under Your Scarlett number — this is where your calls forward to. It's yours alone.
You should see: your number, with "This is your dedicated Scarlett number" beneath it. If the page says Setting up your line…, your number is still being set up — it usually takes under a minute, and the page fills in by itself.
2. Check your business number
Under Your current phone number, make sure the number your customers already ring is saved. It's the same number as Business number (the one customers ring) in Train Scarlett → Business, under Business details — change it in either place.
3. Choose when Scarlett answers
Under Forward your calls, pick one of three. Most traders start on Straight away.
| Choice | Diverts when | Code to dial |
|---|---|---|
| Straight away | Every call, immediately | **21* your Scarlett number # |
| After a few rings | You don't pick up | **61* your Scarlett number # |
| When it goes to answerphone | You're on another call, or you decline it | **67* your Scarlett number # |
You should see: the choice you tapped turn coral. It saves as you tap — there's no separate save.
4. Dial the divert code for your network
Under Your phone provider, choose your network. The page shows the exact
numbered steps for it, with your Scarlett number already filled in — on most UK
mobile networks that's: open the Phone app, dial **21* followed by your
Scarlett number then #, and tap call. Do this on the phone that receives your
business number.
The steps on the page use the code for the timing you picked: **21 for
Straight away, **61 for After a few rings, **67 for When it goes
to answerphone (on a BT or Virgin Media landline, one star: *21, *61,
*67).
On a VoIP or hosted phone system (RingCentral, 3CX, Gamma Horizon, BT Cloud Voice, Vonage, Teams Phone and the like), dial codes don't work. Choose VoIP / phone system under Your phone provider: it shows where to set forwarding in your system's portal, with your Scarlett number in both forms. If your system is managed for you, press Draft an email to my phone supplier: Scarlett writes the request (your business number, your Scarlett number and when to forward), you check it, then Open in my email or Copy and send it from your own email.
You should see: your network confirm the divert is on — on most mobiles a
"Service was activated" message. To turn diverting off again later, dial
##21# (or ##61# / ##67#).
Supported networks: EE, O2, Vodafone, Three, Sky Mobile, plus
BT and Virgin Media landlines (landlines use *21*…# and cancel with
#21#). For anything else, choose Another network for the generic code.
Most traders do this standing on a job, on the mobile itself. The Scarlett number page works the same on your phone — tap More, then Scarlett number.
5. Prove it worked
Ring your business number from a different phone. If the divert is on, Scarlett answers. Then press Test my connection at the top of the Scarlett number page — it checks whether a call has reached your Scarlett number.
Read the result, then follow Test your divert and read the result for what each outcome means.
Verify it worked
You're done when the Scarlett number page shows Divert working. Until it does, assume it isn't on — the divert lives on your carrier's network, so the app can only see it once a call has come through.
Troubleshooting
The page says "Setting up your line…" or "Your line isn't ready yet". Your Scarlett number is still being set up. Wait a minute and press Try again. If it says "We're setting up a lot of lines today", yours will be ready within a day. Your number comes with an active trial or subscription.
Test my connection says "Divert not set up". No call has reached your Scarlett number yet. Ring your business number from another phone. If your own phone rings and Scarlett never answers, re-dial the code for your network and check you copied the Scarlett number exactly. If you chose After a few rings, let it ring out — Scarlett only picks up once you haven't.
It worked, then stopped after I changed SIM, handset or network. Diverts don't survive a network change. Re-dial the code to set it again.
"That doesn't look like a UK phone number."
The business number wasn't recognised. Enter it as 07… for a mobile or 020…
for a landline — Scarlett only accepts UK numbers.
What's next
- Test your divert and read the result — interpret every test outcome.
- What Scarlett says and does on a call — the greeting and what she'll never do.
- Scarlett isn't answering — if calls still aren't reaching her.