Some numbers go live straight away. Others need documents or a carrier check first, depending on the country and the type of number.
To see your orders, go to Settings → Phone numbers and open Advanced Number Management. Your orders are listed under Number Orders. While an order needs documents, Verification also appears in the sidebar.
On mobile, open More → Numbers & Orders. The wording there is different, so check the dashboard for the exact status.
What each status means
| Status | What it means | What you need to do |
|---|---|---|
| Pending | We've received the order and are preparing what the carrier needs. | Nothing yet. |
| Held until your account is approved | Your account is still being reviewed. We set the number up once it's approved. | Finish verifying your email and phone. See Account review. |
| Awaiting KYC | This country requires documents or an address before the number can be issued. | Open Verification in the sidebar, or Trust Center from the order, and upload what it asks for. |
| Processing | Your documents are with us or the carrier. | Usually nothing. Carrier checks typically take 1–7 business days. If we need anything else, we email you. |
| Provisioned | The number is active and ready to use. | Set who answers it. See Call forwarding. |
| Rejected | The order couldn't be completed. This status also appears when an order was closed because documents didn't arrive within 30 days. | Contact support. We'll tell you why and what to do next. |
| Cancelled | The order was cancelled. | Nothing. |
Don't leave an order waiting for documents
We send reminders. If the documents still aren't completed 30 days after the order, it's closed automatically. If that happens, upload the documents from Verification or contact support to restart it.
What documents you'll need
It depends on the country and the type of number. The order shows exactly what's needed. Commonly:
- proof of identity for the account holder,
- proof of business registration,
- a proof of address, usually dated within the last 3 months (the order shows the exact limit),
- for some local numbers, an address in that country or city.
Tips for getting documents accepted the first time:
- Legible. All four corners visible. Scans work better than photos.
- Current. Within the date limit the order shows.
- Consistent. The same name and address on every document and on your account.
- Unedited. Don't crop, annotate or redact.
Charged for a number that never went live?
Contact support with the number and the order date.
Need help?
Email [email protected] with the number and the status you see.
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