Grayed out "Get" option under "Phone numbers" on Azure Communication Services

Question

Even though I'm an owner of my subscription and I'm in the United States, the option to "Get" a phone number in my communication service is grayed out.

Answer 1

Hi @Levi Bennett ,

Thanks for posting your question in the Microsoft Q&A forum.

Even if you are the subscription owner and located in the United States, the “Get” phone number option in Azure Communication Services can still appear grayed out. This usually happens because additional requirements must be met before the portal allows you to purchase a number.

Telephony capabilities not enabled: When the Communication Services resource is created, it must include PSTN/Telephony capabilities. If this was not selected, the phone-number feature is disabled by default. Because of this, the portal hides the ability to purchase a number until the resource supports telephony.

Regional and service restrictions: Phone numbers in Azure are only available in certain countries and regions. Even for U.S. numbers, there can be regional limitations or temporary availability restrictions. If your region is not supported or if service restrictions apply, the “Get” option will stay disabled.

Subscription type limitations: Not all Azure subscription types allow purchasing phone numbers. For example Free trial subscriptions, MSDN / Visual Studio subscriptions, Some CSP (Cloud Solution Provider) subscriptions, Internal or sandbox enterprise subscriptions.

If your subscription falls under one of these categories, the phone-number purchase option is blocked.

To acquire a phone number, you need to be on a paid Azure subscription. Phone numbers can't be acquired by Azure free credits. Also, due to regulatory reasons phone number availability is dependent on your Azure subscription billing location. More details on eligible subscription types are as follows:

Toll-Free and Local (Geographic/National) Modern Customer Agreement (Field and Customer Led), Modern Partner Agreement (CSP), Enterprise Agreement, Pay-As-You-Go

Missing required Azure role: Being a Subscription Owner does not automatically grant all ACS telephony permissions. Azure requires a specific role called Communications Services Phone Number Administrator. If this role is not assigned to your user account, the number purchase button remains unavailable.

Regulatory verification not completed: For U.S. phone numbers, Azure enforces regulatory requirements. You must submit business or personal identity details and address verification before purchasing a number. If this verification has not been completed, the portal disables number acquisition.

Reference:

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/phone-number-management-for-united-states

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability

https://learn.microsoft.com/en-us/azure/communication-services/concepts/troubleshooting-info?tabs=csharp%2Cjavascript%2Cdotnet

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