---
title: "User Not Able to Pick Up Call for Assigned BLF"
slug: "user-not-able-to-pick-up-call-for-assigned-blf"
updated: 2026-04-20T11:25:59Z
published: 2026-05-21T21:28:43Z
canonical: "help.8x8.com/user-not-able-to-pick-up-call-for-assigned-blf"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# User Not Able to Pick Up Call for Assigned BLF

## Symptom

User not able to pick up an incoming call for the assigned BLF keys.

## Applies To

- Admin Console
- BLF

## Resolution

> [!NOTE]
> Note:
> 
> This process will need to be completed for the phone with the BLF keys, and for the extension the user is unable to answer. This process will delete the user's voicemail. Be sure to archive all voicemails prior to applying the resolution.

1. Back up all extension details (assigned DID, BLF key assignments, License, MAC address, etc).
2. Deactivate the phone. Select **Save**.
3. Remove the license. Select **Save**.
4. Deactivate the user.
5. Delete User. Select **Save**.
6. Add the user and the user's information (First, Last name, email address, username). Select **Save**.
7. Add the desired license.
8. Add phone information such as DID, Ext#, then click **Save**.
9. Add the phone device, model.
10. Select **Activate using MAC ID**.
11. Reboot phone. After the phone has fully rebooted, check the status on the BLF phone to see if the refreshed user icon is online.
12. Place a test call to the affected extension and try to pick up the call from the BLF assigned pickup phone.

## Cause

Possible corrupted user profile.