Troubleshoot Phone Number Not Working
Troubleshoot Phone Number Not Working
If a JustCall phone number is not making or receiving calls, or if callers hear an error message, use this guide to diagnose the issue.
Available on: All plans
Identify the symptom
| Symptom | Likely cause | Fix |
|---|---|---|
| Callers hear "number not in service" | Number suspended or released | Check number status in settings |
| Outbound calls fail with error | Number not assigned to an agent or restricted | Assign the number and check geo permissions |
| Number works for calls but not SMS | Number type does not support SMS | Verify number capabilities |
| Number was ported but is not working | Port still in progress or incomplete | Check porting status |
| Number blocked in certain countries | Regulatory restrictions | Review country-specific requirements |
Step 1: Check number status
- Go to Settings > Phone Numbers.
- Find the number and check its Status:
- Active — number is working normally
- Suspended — number has been suspended (usually due to non-payment or compliance issue)
- Pending — number is being provisioned
- Released — number has been removed from your account
If the number is suspended, check for outstanding invoices at Settings > Billing or contact support.
Step 2: Verify regulatory compliance
Many countries require identity verification or address proof before a number can be activated.
| Region | Common requirements |
|---|---|
| United States | 10DLC registration for SMS; no additional docs for calling |
| United Kingdom | Proof of UK address or business registration |
| Australia | ABN or proof of Australian presence |
| European Union | Varies by country — typically ID and proof of address |
| India | Indian business registration and KYC documentation |
Go to Settings > Phone Numbers > select the number > Compliance to see pending requirements. Upload required documents to activate the number.
Step 3: Check porting status
If you recently ported a number to JustCall:
- Go to Settings > Phone Numbers > Porting.
- Check the current porting status:
- Submitted — port request is with the losing carrier
- In Progress — carriers are coordinating the transfer
- Completed — number is fully ported and active
- Rejected — port was rejected (see reason and resubmit)
Porting typically takes 7-14 business days for US numbers and up to 30 days for international numbers. The number will not work on JustCall until porting is complete.
Step 4: Review country restrictions
Some JustCall numbers have restrictions based on the destination country:
- Go to Settings > Geo Permissions.
- Verify that outbound calling is enabled for the countries you need to reach.
- If a country is not enabled, toggle it on (additional charges may apply).
Certain countries also restrict inbound calls from VoIP numbers. If callers in a specific country cannot reach your number, contact support for country-specific guidance.
Step 5: Verify number capabilities
Not all number types support all features:
| Number type | Voice | SMS | MMS |
|---|---|---|---|
| Local | Yes | Yes (10DLC required in US) | Yes (US/Canada only) |
| Toll-free | Yes | Yes (verification required) | Yes (US/Canada only) |
| International | Yes | Varies by country | Rarely supported |
| Short code | No | Yes | Varies |
Check your number's capabilities at Settings > Phone Numbers > select number > Capabilities.