Truecaller runs as an extension on top of your Phone app and doesn't access your calls directly. Because of this, we can't always see why a call wasn't identified or blocked. In a small number of cases, our support team may ask you to send a sysdiagnose: a system log covering the last few hours on your device.
What we look for: whether your Caller ID requests reached our server, why blocking failed, and whether we returned a name. Apple masks most personal data. We don't see your passwords or messages, and the file may still contain things like your installed apps and call activity.
Before you start
- iOS 18.2 or newer
- Truecaller v14.0 or newer
- An active Truecaller Premium subscription
- All Caller ID & Blocking switches enabled in iPhone Settings
Generate the sysdiagnose
Trigger it right after the issue happens, so the activity is captured. If it's been more than 24 hours, there's no need to send one. It won't be in the logs by then.
1. Press and hold Volume Up, Volume Down, and the Side (power) button together for about 1 to 1.5 seconds, then release. The sysdiagnose starts on release. You'll feel a short vibration and the screen may flash.
If you keep holding, your iPhone shows the Emergency SOS screen. Don't worry: just release the buttons. The sysdiagnose has already started.
2. Wait 10 minutes. Keep using your phone as normal while the logs are gathered.
3. Open the file. Go to Settings > Privacy & Security > Analytics & Improvements > Analytics Data and find the entry starting with "sysdiagnose" that matches the current date and time. Pull down to reveal the search bar if needed.
4. Share it with us. Tap the file, then Share. It's large (200–500 MB), so it can't be attached to a support reply. Upload it to Google Drive (or similar) and send us the link.
Sending a sysdiagnose is optional. But without it, our ability to find the root cause is very limited, so it really helps if you can.