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Hotline not reachable from abroad #502
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Is it still the case that the hotline |
this has not been resolved for almost half a year now! |
Are you saying this:
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The number can't be dialed outside Germany. It'd be good to have a secondary phone. Thanks |
@kalosisz After the European Federation Gateway Service was set up and the German Corona-Warn-App (CWA) integrated with it in with the release of CWA 1.5 the following FAQ article was published: https://www.coronawarn.app/en/faq/#test_in_other_country "If you are in another EU country or in one of these countries and have made a molecular biological test (PCR test) which is positive, you can upload it to the Corona-Warn-App. To do so, it is necessary to verify your identity by calling the hotline +49 800 7540002. You will receive a 10-digit TAN with which the test result can be registered in the app. Attention: The TAN is only valid for one hour!" I assumed at that time that any problems about reaching the TeleTAN hotline on +49 800 7540002 from outside Germany had been solved, even though the issue https://github.com/corona-warn-app/cwa-hotline/issues/5 here was still open. It wouldn't otherwise make sense to publish an international telephone number and tell people they can use it from another EU country if it didn't work. Have you (or somebody you know) tried to make a call to the telephone number +49 800 7540002 from a location in the European Union recently and it did not work? If yes, what tone or message was heard? When was the call attempt made? Was the call made from a landline, a mobile phone or a pay phone? What was the country of origin of the phone call and what was the name of the telephone operator being used, such as local Telecom, Vodafone, T-Mobile etc.? With that information we can go back to the people who published the FAQ article and ask them to investigate. |
@MikeMcC399 I am in Slovakia right now and the number is not even dialed by my phone. I asked s/o in Germany whether the number works, and it does. I assume this has not even been looked at at all. |
@kalosisz You say that the number is not dialed from your phone. It is quite possible that your mobile network is blocking access to an international 800 number. You did not say which mobile network your phone is logged on to when you tried to dial the TeleTAN hotline. If you have access to a landline, you could try if you can call from that number. Please also say which mobile operator you are using. |
@MikeMcC399 I tried from two providers. None of them was working. For me, it's not relevant anymore. However, it might be for others.. |
@MikeMcC399, @kalosisz, Thanks for the feedback. We will come back with news. The topic has been raised internally just now. Best wishes, DS Corona-Warn-App Open Source Team |
Internal Tracking ID: EXPOSUREAPP-2566 |
Website: removed +49. Stand by for an international number, please. Best, DS |
Is there any movement in announcing an international phone number for the TAN Hotline? |
No news here. Inside CWA wording will change slightly and +49 removed. |
@dsarkar |
@MikeMcC399 I will try to get some info. |
@dsarkar https://www.coronawarn.app/en/faq/#test_in_other_country still says: "Please note that currently, the hotline 0800 7540002 (as well as hotline 0800 7540001) can only be reached from Germany. We will update you soon with any further developments on this issue." |
@MikeMcC399 Yes, it was discussed internally several times. We have no feedback yet. Next week we try to get the status on this one. |
FAQ entries have been updated. We close this issue once in-app info is adjusted. |
Thank you! Are you planning to change the footer of the main page? Also https://www.coronawarn.app/de/faq/#available_languages still has the typo "So erreichen Sie uns außerhalb Detschlands"
Do you expect the change in 1.15 or not until 2.0? |
5x in the FAQ !!! Corrected it. A lot of people told me .... ;-)
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@MikeMcC399 This issue can't make it into 1.15 anymore. So, it will be (let's be careful with such statements!) probably 2.0, which is the release after 1.15. |
I wasn't trying to tie you down to the release numbering. I just wanted to know really if it would be in the next release (and I thought myself anyway that it was too late). So you just confirmed that. Thank you! |
PR for footer webpage corona-warn-app/cwa-website#1000 |
Thanks for fixing also number 6 typo! All good now! |
@MikeMcC399 thanks for thorough cross-checking. |
Internal Tracking ID: EXPOSUREAPP-5138 iOS |
corona-warn-app/cwa-app-android#2789 has been merged into branch release/2.1.x. The German language UI looks good. The English language translation has not yet caught up, so it would be good to check this when the first Release Candidate for 2.1.x is published here. |
Version 2.1 has been released. Can this be closed? |
@Ein-Tim I think so. The tickets are completed. Closing the issue as this has been implemented in CWA release 2.1 Corona-Warn-App Open Source Team |
I checked the 2.1 Android release in English and German and all looks fine for the technical and TAN hotline numbers. |
Via email, we received feedback that users abroad cannot call the 0800 number in Germany so they have to wait until coming back to Germany before being able to call the hotline.
Suggested fix: Provide an alternate number that can be called from abroad.
Since 17.03.2021:
Technische Hotline: +49 30 498 75401
Verifikationshotline: +49 30 498 75402
These numbers involve some costs in contrast to the 0800 numbers..
Internal Tracking ID: EXPOSUREAPP-2566
Internal Tracking ID: EXPOSUREAPP-5138
Internal Tracking ID: EXPOSUREAPP-5138 iOS
Internal Tracking ID: EXPOSUREAPP-6011 Android
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