Calling from a withheld number in France: why businesses are better off showing their number

When the number is withheld, the recipient’s phone displays a generic label instead, for example “Numéro privé”, “Numéro masqué” or “Numéro inconnu” on French-language devices, depending on the model. The recipient can neither identify the caller before answering nor call them back if they missed the call. Since 1 January 2026, French operators must also display “numéro masqué” for calls from abroad that present a French mobile number that could not be authenticated. According to Arcep, France’s telecoms regulator, the label therefore means either that the caller chose to withhold their number or that the number could not be authenticated, without implying whether the call is legitimate or fraudulent; Service-public.fr, the French government’s official information site, nevertheless urges caution, as it may be a scam attempt.

That’s why withheld calls are often ignored: with no clue as to who is calling, many people prefer to let it ring, and a customer who was expecting your call may take it for an unwanted solicitation. For a business, the cost is real: unconfirmed appointments, files that stall, callbacks that never get through.

Samsung states that the code #31# placed before the number withholds your number for that call only. To withhold it permanently on a Samsung smartphone running Android 12 (the SIM card must be active): Phone app, More options, Settings, Supplementary services, Show your caller ID, then “Never”. Menus vary depending on the Android version and the model.

On iPhone, Apple says to open Settings, then Apps, then Phone, and turn off Show My Caller ID. If the option is greyed out or missing, Apple refers you to your operator.

On an Orange landline in France, “Secret appel par appel” (per-call number withholding) is obtained by dialling 3651 followed by the ten digits of the number you’re calling (on a tone-dialling phone; for a phone connected to a Livebox, Orange refers to a dedicated procedure). As services and codes can vary between operators and phone systems, check your provider’s documentation before rolling them out across a team.

Article L221-17 of the French Consumer Code is explicit: when a business contacts a consumer by phone under the conditions of Article L221-16 (a call with a view to concluding a contract for the sale of goods or the supply of a service), using a withheld number is prohibited. The number displayed before the call is connected must be assigned to the business on whose behalf the call is made, and if the consumer calls this number back, the business must identify itself before charging for any service other than the price of the call.

The same article provides that a joint order of the ministers responsible for consumer affairs and the digital economy, issued after consulting Arcep, defines the number ranges that may not be used as caller ID by a business contacting a consumer. Under Article L242-14, a breach of the ban on withheld numbers is punishable by an administrative fine of up to €75,000 for a natural person and €375,000 for a legal entity.

Arcep also regulates which numbers may be used as caller ID by automated calling and messaging systems in France. From 1 August 2019, it banned automated systems that make more calls or send more messages than they receive from displaying a mobile number (06 and 07). Since 1 January 2023 (Decision No. 2022-1583, whose rules were upheld by France’s Conseil d’État, the highest administrative court, in June 2024), the ban covers, except in specific cases, mobile numbers and most landline numbers from 01 to 05 and 09. A series of “verified multi-purpose numbers” remains available to these systems: according to the numbering plan published by Arcep, those beginning with 0162, 0163, 02688, 02689, 0270, 0271, 0377, 0378, 0424, 0425, 0568, 0569, 05987, 05988, 05989, 09475 to 09479, 0948 and 0949. A voice agent that makes outbound calls may fall into this category: have the caller ID validated with your operator.

In addition, the French law of 24 July 2020 (known as the “Naegelen” law) added provisions to Article L44 of the French Post and Electronic Communications Code that came into force on 25 July 2023: operators must make sure that their customers are indeed assigned the number they display (or that the assignee has given its agreement), and cut off calls whose authenticity cannot be confirmed. Since 1 January 2026, Arcep has also required operators to technically limit the numbers each customer can present to a list defined in the contract. Displaying a number that doesn’t belong to you, even for convenience, therefore exposes your calls to being cut off.

Display a number that belongs to you, that the customer can call back and on which someone (or an agent) answers. Ideally, it’s the same number as the one on your website, your quotes and your confirmation texts: the customer recognises it, or can check it in seconds.

State in the first few seconds who is calling and why, as Article L221-16 requires for prospecting and as plain common sense recommends for a service call. If nobody answers, leave a short message with the business name, the reason for the call and the callback number, and avoid making attempt after attempt.

Alyas, an AI voice agent that answers businesses’ phones, can also make outbound service calls, set up with our assistance: confirming appointments, following up on files, calling customers back, from an identifiable number rather than a withheld one. The choice of caller ID and compliance with cold calling rules still need to be checked for each use, with your operator and, if necessary, a legal adviser.