When your business moves, your phones move with you — but your 911 address does not update itself. Because internet-based 911 sends responders to the address you registered, an old address on file after a move is one of the most dangerous mistakes you can make. This guide shows you exactly what to update and how to confirm it.
Why this matters so much
A traditional landline is tied to a physical wire, so its 911 address is fixed. Your ReliaRing phones can be plugged in anywhere, so the only thing that tells 911 where you are is the address you registered. Move to a new building without updating it, and a 911 call could send help to your old address.
RAY BAUM's Act, in plain language
In the United States, a federal law called RAY BAUM's Act requires that a dispatchable location be available with every 911 call. A dispatchable location is more than just a street address — it also includes the specific spot inside a building, such as the suite, unit, floor, or room.
The reason is practical: in a large office building, a warehouse, or a multi-floor suite, the street address alone might send paramedics to the lobby while the emergency is on the fourth floor. Including the floor and room helps responders reach the right person faster. ReliaRing supports these details, so when you set up a location, add the suite, floor, and room whenever they apply.
What to update when you move
Work through these in order:
- Update or add your emergency location.
- Go to Emergency Dialing → Locations & Registrations.
- Edit the existing location with your new address, or add a new location and set it active.
- Enter the full address including suite, floor, and room, then Validate it.
- Move your devices to the right location.
- On the Devices tab, check that each phone points to the correct address for where it now sits. Phones you do not set individually use your active location.
- Update your number registrations.
- On the Registrations tab, confirm each phone number is tied to the new location. Update and re-activate any registration that still points to the old address.
- Review your notification groups.
- Under Notification Groups, make sure the people alerted on a 911 call are still the right on-site staff for the new office. See Kari's Law: Alerting Your Team When Someone Dials 911.
Confirm the change with a 933 test
After updating, wait about 5 minutes for the change to reach the 911 network, then dial 933 from a phone at the new location. You should hear your new address read back. If it is still the old address, give it a few more minutes and test again, or check that the registration shows as Provisioned and Active. See Testing Your 911 Setup Safely with 933.
Special situations
- Opening a second location. Add it as a new emergency location and register the numbers and devices that live there. You can keep multiple locations on file at once.
- Hybrid and remote staff. If a team member takes a desk phone or uses a softphone from home, that device should carry that person's home address. Remind remote users that when they are away from their registered address, they should dial 911 from a mobile phone, which shares live GPS location.
- Temporary sites. For a short-term office or event space, add the location with the type set to Temporary, and remember to update it again when you leave.
A safe rule of thumb
Update your 911 address before you make your first call from a new location. If an address change is still pending or unconfirmed, do not rely on ReliaRing for 911 from the new site — use a mobile phone until your 933 test confirms the new address.
Related articles
- Registering and Updating Your 911 Address
- Testing Your 911 Setup Safely with 933
- How 911 Works on an Internet Phone Service
For a real emergency, always dial 911.