Phone number availability can vary by country, number type, area code, capabilities, and current inventory. If you cannot find the number you need through the standard purchasing process in HighLevel, the next steps depend on whether your location uses LC Phone or your agency's own connected Twilio account. This guide explains how to confirm that the number is unavailable and determine the appropriate request path.
TABLE OF CONTENTS
- What Is an Unavailable Phone Number?
- Before Requesting an Unavailable Number
- How to Request an Unavailable Phone Number
- Frequently Asked Questions
- Related Articles
What Is an Unavailable Phone Number?
Phone number inventory changes regularly based on availability from the underlying phone provider. A country or number type may be supported even when a specific number, area code, or suitable number is not currently available for purchase.
Before requesting assistance, confirm that the issue is actually related to inventory. Regulatory requirements, identity verification, search filters, and other purchasing requirements can also prevent you from completing a phone number purchase.
Before Requesting an Unavailable Number
Phone number inventory changes regularly, so an unsuccessful search does not necessarily mean the country or number type is unsupported. Checking the standard purchasing options first can help determine whether you need a different search, additional compliance steps, or assistance sourcing the number.
Before submitting a request:
Go to the appropriate sub-account in HighLevel.
Navigate to Settings > Phone System.
Click + Add Number and select Add Phone Number.
Select the desired country.
Review the available phone numbers.
Adjust the available filters for your required number type or other criteria.
If a specific area code is unavailable, try nearby or overlay area codes when appropriate.
If you have not completed the standard purchasing process, see How to Purchase a Phone Number before requesting assistance.
How to Request an Unavailable Phone Number
Twilio supports phone numbers in various countries around the world. You can check which countries are available here: Twilio International Phone Number Availability.
If the country you want is supported by Twilio but not available through HighLevel, you can buy the number directly from the Twilio console. Here’s how:
LC Phone
If you are using LC Phone System, reach out to Highlevel support for assistance
Twilio
If you are using Twilio and the number isn’t available in the console, you can submit a Private Offering Form or request a ticket with Twilio support. Twilio support generally reviews the submission within 3 business days. Once your documents have passed review, let them know so they can place an order for you for the phone number.
Private offerings Example:
Let’s say you need a phone number from Norway, but Twilio doesn't have these numbers in stock. They can place an order with their Inventory Team. Here’s what to expect for different types of numbers:
- Norway Mobile SMS – $12/month – Expected delivery: 1-2 weeks
- Norway Toll-Free Voice – $25/month – Expected delivery: 2-4 weeks
- Norway Local Voice – $3/month – Expected delivery: 2-3 weeks
To request a number through a private offering, you will need to provide the following:
- The SID of the account to associate with the number.
- The SID of the bundle to associate with the number.
- The SID of the address to associate with the number.
- The required prefix for the number (if you have a specific one in mind).
- The quantity and type of phone numbers you need.
For help finding your Bundle SID or Address SID, refer to the guides on How to find a BU SID or an AD SID
If you're requesting numbers with regulatory compliance, check out How to submit a regulatory bundle for Phone Number Regulatory Compliance
Frequently Asked Questions
Q: Does an empty search mean the country is unsupported?
Not necessarily. Inventory for a supported country, area code, or number type may be temporarily unavailable. Search filters and regulatory requirements can also affect the purchasing process.
Q: Should LC Phone users contact Twilio to request an unavailable number?
No. If the location uses LC Phone, contact HighLevel Support after checking normal inventory and completing applicable requirements. Agencies using their own connected Twilio account should follow the Twilio-specific process.
Q: Do I need my own Twilio account to request an unavailable number?
Not if your location uses LC Phone. A Twilio account is relevant when your agency manages its own Twilio integration.
Q: What if the phone number was visible earlier but disappeared before I purchased it?
Inventory can change at any time. Refresh the available numbers and search again. If the number is no longer available, select an alternative or follow the appropriate unavailable-number process.
Related Articles
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