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In this article, you’ll learn how to remove a phone number from your account, what to check before you do, and what happens afterwards.
User level: Admin

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Before you remove a number

Removing a number is permanent. When you remove it:
  • Its call flow is deleted.
  • The number can’t be restored.
  • Billing stops from your next billing cycle. You’re still billed for the current cycle, and there’s no prorated credit for the days left.
If you need to keep call logs, call recordings, or SMS and WhatsApp messages from this number, ask Support for an export before you remove it.

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Remove a number

  1. Go to Numbers in the Dashboard.
  2. Find the number and click Remove.
  3. Review the warning. It lists the agents who have this number as their default or assigned number, and any Voice Agents using it as their default or failover number.
  4. Choose a reason for removing it.
  5. Confirm.

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Reassign affected users

CloudTalk doesn’t reassign users automatically yet. After removing a number, open the settings of each user listed in the warning and give them a different number. Check any Voice Agents listed in the warning too.

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Don’t see the Remove option?

Some numbers are on billing setups that can’t be removed from the Dashboard yet. For those, contact Support with the number in full international format (for example, +442012345678). Billing continues until Support confirms the removal, so reply to any follow-up questions from them quickly.

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Replace a number with a new one

  1. Buy the new number first.
  2. Update your call forwarding, website, business listings and CRM to use it.
  3. Once the new number is working, remove the old one.
A number you buy in the same billing cycle can use the slot freed by the removed one.

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If you removed your account’s free number

Every account includes one number at no monthly cost. If you remove that number, its free status doesn’t move to another number automatically. Contact Support to make one of your remaining numbers the free one.

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Turn off outbound calling or SMS instead

If you want to keep a number but limit how it’s used, Support can switch off outbound calling or SMS on that number:
  • Outbound off: agents can’t use the number as their caller ID. Inbound calls still work, and billing continues.
  • SMS off: the number stops sending and receiving SMS. Calls still work.
Neither has a Dashboard toggle. To turn them off or back on, contact Support with the number in full international format.
Need help or have a question? Just reach out through our Support portal.