How to manually acquire a phone number in Communication Services for SMS?

Question

How to manually acquire a phone number in Communication Services for SMS?

boba 0

Hello,

I'm unable to create a support ticket to request a phone number for SMS for my Communication Services resource, and the button to "Get" a phone number is grayed out. The trial phone number does not support SMS.

My subscription is on the Developer Support plan, and I am an owner of the subscription. There is a card on file.

I attempted to submit the special acquisition form (https://github.com/Azure/Communication/blob/master/special-order-numbers.md) but was told to submit a support request instead, or to go through https://pstnsd.powerappsportals.com/create-case/ - but my account does not exist in that tenant ("The account needs to be added as an external user in the tenant first. Please use a different account."), and trying to create a support request just shows me the AI-generated recommended solutions, with no option to actually create a ticket.

What should my next step be to request a phone number - or, is it not possible?

Siva Nair 1,820 Reputation points Microsoft External Staff Moderator

2025-04-21T02:13:08.9033333+00:00
Hi boba,

Recently changed Developer level support plan so that it provides priority response from Support engineers on Q & A within 8 business hours instead of support via email/phone. This is the reason why you are unable to create a support ticket as you have Developer Support plan.

Standard level still provides support via email/phone, but costs more.

https://azure.microsoft.com/en-us/support/plans

Below article is for Microsoft for Startups Founders Hub members, but it is applicable to Azure Developer level support plan as well:

Priority Community Support with Microsoft Q&A

https://learn.microsoft.com/en-us/microsoft-for-startups/priority-community-support

In Regards to your question to request a phone number for SMS for my Communication Services resource

Please check sub-eligibility-number-capability, and follow quickstarts-telephony-get-phone-number, Country/regional availability of telephone numbers and subscription eligibility and then follow the quickstart document

Meanwhile can you please provide your Country/region, so we can check from our end as well.

If you have any further assistant, do let me know.
boba 0 Reputation points

2025-04-21T18:38:51.03+00:00

Country: United States, not sure about region. East US?

If my subscription has both Azure free credits and a credit card on file, does that make it ineligible?
Siva Nair 1,820 Reputation points Microsoft External Staff Moderator

2025-04-22T06:07:42.6733333+00:00
Hi boba,

Do refer the link united-states subscription-eligibility which says the Eligible Azure Agreement Type, being in developer support plan, we can still raise a ticket to acquire a phone number.

You can reachout to acstns@microsoft.com with details , as mentioned

OR,

Go to this create ticket link https://pstnsd.powerappsportals.com/create-ticket/ and provide the below necessary details as mentioned in this doc case-type.

New TN Acquisition – Acquire new phone numbers from Microsoft. Before creating a ticket, check phone availability in different countries

Number Type - Select the type for your numbers. See Types of phone numbers.

Tried to get phone numbers from the Teams Admin Center Portal - Have you tried acquiring these phone numbers from the Microsoft Teams Admin Center?

Quantity of phone numbers required - The count of phone numbers that you want to acquire.

State/Province - The state/province within your country/region for which you want phone numbers.

City - The city within the state/province for which you want phone numbers.

Office address - This is specific to certain countries only. This is the site address of your office.

Directory listing - This is specific to certain countries only. Do you want to publish your company information with the phone numbers? Hope this help you , If you have any further assistant, do let me know.

If you have any further assistant, do let me know.
Suresh Chikkam 1,725 Reputation points Microsoft External Staff Moderator

2025-04-23T05:00:24.9166667+00:00

Hi boba,

Following up to see if the above Suggestion was helpful. If this answers your query, click Thumpsup and Vote it, if you have any further query do let us know.

1 answer

Your answer

Siva Nair 1,820 Reputation points Microsoft External Staff Moderator

2025-04-21T02:13:08.9033333+00:00

Hi boba,

Recently changed Developer level support plan so that it provides priority response from Support engineers on Q & A within 8 business hours instead of support via email/phone. This is the reason why you are unable to create a support ticket as you have Developer Support plan.

Standard level still provides support via email/phone, but costs more.

https://azure.microsoft.com/en-us/support/plans

Below article is for Microsoft for Startups Founders Hub members, but it is applicable to Azure Developer level support plan as well:

Priority Community Support with Microsoft Q&A

https://learn.microsoft.com/en-us/microsoft-for-startups/priority-community-support

In Regards to your question to request a phone number for SMS for my Communication Services resource

Please check sub-eligibility-number-capability, and follow quickstarts-telephony-get-phone-number, Country/regional availability of telephone numbers and subscription eligibility and then follow the quickstart document

Meanwhile can you please provide your Country/region, so we can check from our end as well.

If you have any further assistant, do let me know.
boba 0 Reputation points

2025-04-21T18:38:51.03+00:00

Country: United States, not sure about region. East US?

If my subscription has both Azure free credits and a credit card on file, does that make it ineligible?
Siva Nair 1,820 Reputation points Microsoft External Staff Moderator

2025-04-22T06:07:42.6733333+00:00

Hi boba,

Do refer the link united-states subscription-eligibility which says the Eligible Azure Agreement Type, being in developer support plan, we can still raise a ticket to acquire a phone number.

You can reachout to acstns@microsoft.com with details , as mentioned

OR,

Go to this create ticket link https://pstnsd.powerappsportals.com/create-ticket/ and provide the below necessary details as mentioned in this doc case-type.

New TN Acquisition – Acquire new phone numbers from Microsoft. Before creating a ticket, check phone availability in different countries

Number Type - Select the type for your numbers. See Types of phone numbers.

Tried to get phone numbers from the Teams Admin Center Portal - Have you tried acquiring these phone numbers from the Microsoft Teams Admin Center?

Quantity of phone numbers required - The count of phone numbers that you want to acquire.

State/Province - The state/province within your country/region for which you want phone numbers.

City - The city within the state/province for which you want phone numbers.

Office address - This is specific to certain countries only. This is the site address of your office.

Directory listing - This is specific to certain countries only. Do you want to publish your company information with the phone numbers? Hope this help you , If you have any further assistant, do let me know.

If you have any further assistant, do let me know.
Suresh Chikkam 1,725 Reputation points Microsoft External Staff Moderator

2025-04-23T05:00:24.9166667+00:00

Hi boba,

Following up to see if the above Suggestion was helpful. If this answers your query, click Thumpsup and Vote it, if you have any further query do let us know.

Answer 1

Hi boba,

Since you are in the United States, and your subscription has free credits + a credit card on file, that does not necessarily make you ineligible, but phone number acquisition for SMS does require a specific manual process — especially for toll-free or SMS-capable numbers.

Email Microsoft directly at: acstns@microsoft.com

Provide the following in your request:

Your Azure Subscription ID
Azure Communication Services resource name
The type of number you want (e.g., SMS-capable)
Quantity needed
Region (e.g., East US)
Your contact info
Reason for usage (e.g., 2FA, notifications)

Alternatively, try using this form to submit a ticket: https://pstnsd.powerappsportals.com/create-ticket/ If you're blocked by tenant access errors (like “account needs to be added as an external user”), try with a different account, or explicitly request access through support or the email above.

Check you have reviewed this guide before requesting: Special Order Numbers - GitHub It outlines the process and details required.

And just a heads-up Developer Support plan limits you to Q&A-based support (not full ticket creation via portal), but the ACS team honors direct email requests like above.

Hope it helps!

Please do not forget to click "Accept the answer” and Yes wherever the information provided helps you, this can be beneficial to other community members.

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If you have any other questions or still running into more issues, let me know in the "comments" and I would be happy to help you.

Suresh Chikkam 1,725 Reputation points Microsoft External Staff Moderator

2025-04-25T02:01:06.1133333+00:00

Hi boba,

Following up to see if the above answer was helpful. If this answers your query, do click Accept Answer and Yes, if you have any further query do let us know.

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How to manually acquire a phone number in Communication Services for SMS?

1 answer

Your answer