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Why does the phone icon on my website show the wrong number in Presence®?

  • Apr 10, 2026
  • Knowledge

Title
Why does the phone icon on my website show the wrong number in Presence®?
URL Name
Why-does-the-phone-icon-on-my-website-show-the-wrong-number-in-Presence
Answer

Why does the phone icon on my website show the wrong number in Presence®?

How to identify whether you're seeing the mobile contact buttons or a Follow Up Boss widget, and how to fix each one.

Overview

There are two different phone icons that can appear on a Presence® website — and they're controlled in different places. Identifying which one you're seeing is the key to fixing the number.

How to tell which one you're seeing

Mobile contact buttons — a phone icon or email icon (no number displayed) These are built into Presence® and pull from your website settings. This is the most common cause of a wrong or missing number.

Follow Up Boss chat widget — a button in the bottom-right corner that displays a full phone number This is a third-party widget from Follow Up Boss, not controlled in Presence®. See [Where does the phone number in the chat widget come from on my Presence® website?] for how to update it.

How to update the mobile contact buttons

If you see a phone icon or email icon (not a full number displayed), you're looking at the mobile contact buttons. Here's how to update them:

  1. Navigate to the Presence® Platform.
  2. Click Websites from the left-hand menu, then hover over the site you want to edit and select the pen icon.
  3. In the top navigation bar, click the Global Elements icon (four dots).
  4. In the left-hand panel, click the dropdown and select Mobile Contact Buttons.
  5. Click Content.
  6. Update the phone number, email, or other contact details.
  7. Click Save.

FAQs

The button shows a full phone number in the bottom-right corner — is that the same thing?

No. A button that displays a full phone number in the bottom-right corner is likely the Follow Up Boss chat widget, which is a third-party integration not controlled in Presence®. See [Where does the phone number in the chat widget come from on my Presence® website?] for how to update it.

What if neither fix resolves the issue?

Contact our support team and describe what you're seeing — we can identify which element is on your site and help update it: