Frequently Asked Questions

How quickly is a number active?

Provisioning is queued the moment your order is confirmed and normally completes within minutes. Numbers marked Instant in the marketplace activate automatically; anything else shows its expected lead time on the listing.

Why are the last digits hidden?

Full numbers are shown to registered customers. Masking them for visitors stops our inventory being scraped and resold, and stops numbers being harvested for spam before they are even allocated. Create an account and the full number is visible.

Can I bring my existing numbers?

Where the number is portable and you are entitled to port it, yes. We handle submission to the losing carrier. Timescales are set by the rules of the country concerned, not by us, and can range from a few days to several weeks.

What happens if I stop paying for a number?

It is suspended, then released back to inventory. Once released it may be reallocated and cannot be guaranteed recoverable, so tell us before you let a number lapse if you might want it back.

Do you support emergency calling?

It depends on the number type and the country, and each listing shows whether emergency calling is available. Where it is, it relies on the address you register being accurate and on your own power and connectivity. Do not rely on our service as your only means of reaching emergency services — see clause 8 of the terms.

How is usage rated?

Per destination, at the rate and billing increment shown for the service. The increment matters: 60/60 on a 15-second call costs four times what 1/1 does, so we show it next to the rate rather than in the small print. Your invoice is backed by CDRs you can download.

Can I use these numbers for SMS?

Only where the listing shows SMS as a capability. Voice-only ranges cannot receive messages, and sending to them silently fails at the originating network.

What stops a compromised PBX bankrupting me?

Spend caps. Set one — it is the single most effective control available, and traffic carried on your credentials is payable whether or not you authorised it. See safe trading.

Do you sell to individuals?

No. We sell to businesses acting in the course of a trade or profession, and verification is required before provisioning.

Something looks wrong on my invoice.

Raise it within 30 days and we will check it against our CDRs. Pay the undisputed part meanwhile. The process is clause 5 of the terms, and the refund position is on the refunds page.