Customer Real number ?

Hi @MovingProATL , I apologize that this has been such a frustrating experience for you.

The number you’re seeing is likely a Thumbtack number. At this time, this feature is still in a trial period in select markets, so the experience may vary depending on location. It works as a dedicated number for that customer, and when you call or text it, your message is routed to the customer’s real phone, so it still works like direct contact. These numbers do not expire, and messages sent through Thumbtack are delivered as text messages to the customer’s phone. This setup helps protect customer privacy, makes it easier for customers to reply, and gives Thumbtack better visibility if something goes wrong. In some cases, it can also help with support and refund reviews.

I understand the concern when you’re paying for a lead and not seeing the customer’s personal number directly. If the lead did not go anywhere or the contact info was not usable, please reach out to support and request a refund review. You can also adjust your max lead prices and weekly budget so you’re only receiving leads that make sense for your business.

I’d also encourage you to share this same feedback with support@thumbtack.com so it can be properly logged, as this is something being tracked closely. We’ll pass your feedback along as well.