Find the message you are seeing.
Emergency address
"Your emergency address could not be validated for 911 service"
Your address was rejected by the emergency-services database before any number was ordered. No number was purchased and you have not been charged.
Common causes:
- A postal code that does not match the street address
- A unit or suite number entered in the street field instead of the second address line
- A brand-new address not yet in the emergency-services database
Correct the address and try again. If it is a new build and keeps failing, contact support — we can register it manually.
"No emergency (911) address on file; 911 will not work until you add one"
Your number is live and calls work normally, but 911 calls cannot be located. This happens on accounts created without an address, usually by an administrator.
Add an address under E911 straight away, then register your number against it.
"Your phone number is active and ready to use, but 911 setup did not complete"
The number was set up successfully, but registering it for 911 afterwards did not finish. Your number works for ordinary calls. Review your emergency address under E911 and retry the registration.
Phone numbers
"That phone number is no longer available"
Someone took the number between your search and your checkout. Search again and pick another.
"Failed to provision the selected phone number"
The number could not be obtained from our carrier network, even after trying an alternate route. Choose a different number. If it happens repeatedly across several numbers, contact support.
"Failed to provision a temporary phone number"
You chose to bring an existing number across, but no temporary number was available in that local calling area. Your porting request was still created — the reference is shown with the message. Contact support quoting that reference and we will source a temporary number for you.
Checklist
"Cannot skip required steps"
One of the four required checklist items cannot be skipped. Complete it instead — see Using the getting-started checklist.
Quotes
"Quote cannot be accepted in its current status"
The quote has already been accepted or declined. Ask your account manager to send a revised version.
"This quote has expired and can no longer be accepted"
The valid-until date has passed. Ask for a fresh quote.
Account settings
"Admin privileges required to modify account defaults"
That setting is limited to account administrators. Ask an administrator on your account to make the change.
Still stuck
Contact support with the exact message and the time it happened — see Getting help and support.