Unable to Get phone number

Question

Unable to Get phone number

David McCracken 0

We're trying to add a phone number to our Communication Service and the Get function is grayed out. I've reached out to the PSTN team and they indicated that they were also unable to add the number because the account is a non-paid account. I sent them a screen shot showing that we've added the resource to a paid-for account, but they are still unable to add the phone number. Why is this function disabled, when the resource is definitely within a paid-for subscription?

How can we get this resolved quickly? We've been dealing with this for two weeks and need to get a phone number added asap.

Alekhya Vaddepally 820 Reputation points Microsoft External Staff

2025-05-02T14:01:46.9766667+00:00

Hi David McCracken,
Sometimes, changes in paid subscriptions from trial take time to reflect in services such as communication services. While billing may be immediately updated, ACS antigens may be left behind.

You must clearly enable PSTN functionality by requesting access to access through a support ticket. Without it, the option to get the number will remain disabled regardless of your membership tier.

The phone number availability is area specific. If you are trying to provide a number in the area where it is not supported, then the option may appear gray.

Verify that membership is no longer in test mode.

Go to Azure Portal → Membership → Select your membership → Check the Off type and make sure it is not a free test.

If not already done, request PSTN access from Microsoft.

Submit a request using this form:

Check the number availability and field support

Refer to regional support matrix here:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/plan-solution#phone-number-types-and-availability

If the problem persists, open the Microsoft support ticket.

If you have already completed the above and it is still not working, then we suggest that a support ticket directly raise a support ticket from the Azure portal. This way:
https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
if you have any further concerns or queries, please feel free to reach out to us.
David McCracken 0 Reputation points

2025-05-02T15:42:55.1433333+00:00

I've also been unable to submit a support ticket for this for some reason. The portal keeps redirecting me to the Q&A site so I'm going in circles.

Just renewed the MPN subscription, so not sure if that's part of the issue, but I seem to be stuck and able to get the appropriate support.
Prabhavathi Manchala 1,050 Reputation points Microsoft External Staff

2025-05-02T21:38:49.76+00:00
Hi David McCracken,

After renewing your MPN subscription, there might be a delay in the system updating, which can affect how Azure services recognize your subscription.

To check, go to the Azure Portal → Subscriptions → Select your subscription → Overview tab, and make sure it shows as Active rather than Trial or Free.

Once confirmed, create a support request to enable PSTN and phone number acquisition for Azure Communication Services.

Go to the Azure Portal → Help + Support → New support request.

In the Issue Type, select Technical, and for the Service Type, select Communication Services.

In the Problem Type, choose Acquiring a Phone Number.

In the Description, mention “I need to enable PSTN functionality for my subscription and request access to acquire phone numbers for Azure Communication Services.”

Fill out the rest of the form with the relevant information and submit the request.

Your answer

Alekhya Vaddepally 820 Reputation points Microsoft External Staff

2025-05-02T14:01:46.9766667+00:00

Hi David McCracken,
Sometimes, changes in paid subscriptions from trial take time to reflect in services such as communication services. While billing may be immediately updated, ACS antigens may be left behind.

You must clearly enable PSTN functionality by requesting access to access through a support ticket. Without it, the option to get the number will remain disabled regardless of your membership tier.

The phone number availability is area specific. If you are trying to provide a number in the area where it is not supported, then the option may appear gray.

Verify that membership is no longer in test mode.

Go to Azure Portal → Membership → Select your membership → Check the Off type and make sure it is not a free test.

If not already done, request PSTN access from Microsoft.

Submit a request using this form:

Check the number availability and field support

Refer to regional support matrix here:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/telephony/plan-solution#phone-number-types-and-availability

If the problem persists, open the Microsoft support ticket.

If you have already completed the above and it is still not working, then we suggest that a support ticket directly raise a support ticket from the Azure portal. This way:
https://learn.microsoft.com/en-us/azure/azure-portal/supportability/how-to-create-azure-support-request
if you have any further concerns or queries, please feel free to reach out to us.
David McCracken 0 Reputation points

2025-05-02T15:42:55.1433333+00:00

I've also been unable to submit a support ticket for this for some reason. The portal keeps redirecting me to the Q&A site so I'm going in circles.

Just renewed the MPN subscription, so not sure if that's part of the issue, but I seem to be stuck and able to get the appropriate support.
Prabhavathi Manchala 1,050 Reputation points Microsoft External Staff

2025-05-02T21:38:49.76+00:00

Hi David McCracken,

After renewing your MPN subscription, there might be a delay in the system updating, which can affect how Azure services recognize your subscription.

To check, go to the Azure Portal → Subscriptions → Select your subscription → Overview tab, and make sure it shows as Active rather than Trial or Free.

Once confirmed, create a support request to enable PSTN and phone number acquisition for Azure Communication Services.

Go to the Azure Portal → Help + Support → New support request.

In the Issue Type, select Technical, and for the Service Type, select Communication Services.

In the Problem Type, choose Acquiring a Phone Number.

In the Description, mention “I need to enable PSTN functionality for my subscription and request access to acquire phone numbers for Azure Communication Services.”

Fill out the rest of the form with the relevant information and submit the request.

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Unable to Get phone number

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