Phone Number Suspended or Not Working

Your Dialora phone number is suspended, blocked, or not accepting/making calls.

Symptoms

• Calls to your agent’s number go straight to voicemail or are rejected
• You can make calls from the agent, but callers can’t reach you
• Dashboard shows “Suspended” or “Inactive” status next to your phone number
• Number was working but suddenly stopped
• International callers can’t reach you
• Error message states “Number not linked to agent” or similar

Common Causes

1. Regulatory suspension — Too many spam complaints, abuse reports, or flagged activity triggered an automatic suspension
2. KYC (Know Your Customer) not completed — International numbers require identity verification before activation
3. Billing issues — Account has unpaid invoices or insufficient credits
4. Number not linked to agent — Phone number exists but isn’t assigned to your active agent

How to Fix

Step 1: Check Your Number’s Status

1. Go to Settings → Phone Numbers
2. Look for your phone number in the list
3. Check the status column:
   • Active = Number is working normally
   • Suspended = Number has been disabled (requires action)
   • Pending = Number is still activating (wait up to 24 hours)
   • Inactive = Number isn’t assigned to an agent
4. Note the exact status and any error message displayed

Step 2: Address Regulatory Suspension

If status shows “Suspended” due to spam complaints:

1. Go to Support → Contact Support
2. Create a ticket titled: “Phone Number Suspension Review Request”
3. In your message, include:
   • Your suspended phone number
   • Your account email and business name
   • A brief explanation of your use case (e.g., “Customer service callbacks, appointment reminders”)
   • Confirmation that you’ll use the number only for legitimate business purposes

4. Dialora support will review and contact you within 24–48 hours
5. Once approved, the suspension will be lifted

Step 3: Complete KYC Verification (for International Numbers)

If using a non-US phone number and status is “Suspended”:

1. Go to Settings → Account → Verification
2. Check if KYC verification is pending or failed
3. If pending or failed:
   • Click Start Verification or Re-submit
   • Provide required documents:
     • Government-issued ID (passport, driver’s license, national ID)
     • Proof of address (utility bill, bank statement, government letter)
     • Business documents if using a business number (articles of incorporation, tax ID, etc.)
   • Upload clear, legible scans of documents
   • Confirm all information matches your account details
4. Submit and wait for verification (typically 24–72 hours)
5. You’ll receive an email notification once approved
6. Your number will be automatically activated after KYC approval

Step 4: Update Your Payment Method and Verify Credits

1. Go to Billing → Payment Method
2. Check if your card is valid and has not expired
3. If card is expired or invalid:
   • Click Update Payment Method
   • Enter new card details
   • Save changes
4. Go to Billing → Credits
5. Verify you have available credits for your account
6. If credits are depleted:
   • Click Add Credits and purchase a package
   • Complete the payment
   • Credits will be added immediately
7. Wait 5–10 minutes, then go back to Phone Numbers to check if status changed to “Active”

Step 5: Link Phone Number to Your Agent

If status shows “Inactive” but number isn’t suspended:

1. Go to Agent Settings → Phone Numbers
2. In the “Linked Phone Number” section, click Select
3. Choose your phone number from the dropdown
4. Click Save
5. Go back to Settings → Phone Numbers to verify status is now “Active”
6. Make a test call to the number to confirm it’s working

Step 6: Test Your Number

1. Use a different phone (or ask a colleague) to call your agent’s phone number
2. You should hear:
   • A ring tone (not instant voicemail)
   • Your agent’s greeting after the agent picks up
3. If you get voicemail immediately: Number may still be in suspension or not linked
4. If you hear the greeting: Your number is working correctly