Skip to content
English
More support Aura Customer Knowledge Base
Contact us
  • There are no suggestions because the search field is empty.

Understanding SPAM Labels After Porting: STIR/SHAKEN Compliance and Call Reputation

Overview:

At Aura, we prioritize secure and trusted communications. Our carrier services are fully compliant with the STIR/SHAKEN framework, which is designed to validate that caller ID information is accurate and not being spoofed. While this framework plays a vital role in blocking fraudulent calls, it does not control how recipient carriers classify calls. This article explains what to expect after porting a number and how to address any temporary call labeling issues.

What is STIR/SHAKEN?

STIR/SHAKEN is a set of protocols used across the telecommunications industry to verify that a phone call is actually coming from the number displayed on the caller ID. It helps reduce spoofed calls and improves trust in voice communications. Aura ensures that all outbound calls are properly signed and authenticated in accordance with these standards.

Why Do Legitimate Numbers Get Marked as SPAM?

After porting a number to a new carrier, the number may be treated as "new" by mobile networks and their spam detection partners. This can lead to temporary reputation issues such as: the number’s reputation score being reset or re-evaluated by analytics engines, calls being flagged as “Spam Likely,” “Scam Risk,” or similar by the recipient’s mobile carrier, and neutral or suspicious classification due to a lack of call history with the new carrier. These labels are not influenced by STIR/SHAKEN and are instead determined by each carrier’s third-party spam analytics.

What You Can Do to Address the Issue

In most cases, the labeling will improve over time as the number builds a positive call history. To help speed up the process:

  1. Register Your Numbers with the Free Caller Registry
    Submit your business phone numbers through the Free Caller Registry to help ensure proper recognition by the major U.S. carriers: Bandwidth, AT&T, T-Mobile, and Verizon. Visit: https://www.freecallerregistry.com/fcr/#submitform. This free service submits your information to the leading analytics providers (Hiya, TNS, and First Orion), who help manage spam protection for the carriers. You will need to provide your company name, contact details, number(s), and the type of calls you make (e.g., customer support, billing, sales).

  2. File a report with the appropriate carrier or their analytics partner using the links below:

These steps help analytics providers review and update the number’s classification.

When to Contact Aura Support

If the issue continues for more than a couple of months, please collect the following information:

  • Date and time of the affected calls
  • Number being used to make the call
  • Number that received the call
  • Mobile carrier of the recipient

Submit this information through our support portal so our team can investigate and escalate as needed. Visit weareaura.com/support to get started.

Need Help?

If you would like assistance reviewing your setup, registering your numbers, or improving your call handling practices, Aura is here to help. Please contact our Customer Success team or log a support request at weareaura.com/support.