If you are trying to buy a new phone number or replace an existing one in CloudTalk, but the flow does not work as expected, this guide will help you find out why and what to do next.
User level: Admin
Symptoms
You may experience one or more of the following:
The Get a number button is missing or greyed out
You open Numbers > Get a number, but the list of numbers is empty (expected outside USA/Canada)
You only see an assisted request form and cannot complete an instant purchase
The Purchase button is disabled
A number request stays in Pending and never turns into an active number
You cannot remove a number you want to replace
You cannot change your trial testing number to a different one
You cannot get a number in a specific country or in a required number type (local/fixed, national, toll-free, or mobile).
How number orders work in CloudTalk
CloudTalk supports two ways of getting numbers:
Instant Number Ordering
For some countries (for example, US and Canada), you can pick a number directly in the Dashboard and pay for it immediately.
Assisted Number Ordering
For many other destinations, especially if documents are required, your request is reviewed and processed manually by our Numbering team.
In both cases, local telecom regulations, coverage, and your account status can affect what you see.
Root Causes
⚠️ Role or permission issues
Only Admin (and in some cases Account Manager) users can order and manage numbers.
Standard agents do not see the full Numbers ordering flow.
What it looks like
You do not see Get a number at all
You cannot access Numbers > My Requests or cancel requests
⚠️ Trial or plan limitations
Trial accounts receive a testing number automatically.
Some number types or quantities may require a paid subscription or approval from Sales.
In some cases, exchanges or larger orders are only processed once billing is set up.
What it looks like
You are on a trial and cannot order additional numbers
You cannot replace the default testing number with another one
⚠️ Country coverage and number type availability
CloudTalk has wide international coverage, but not every country and number type is instantly available. Some require:
a local address
a business registration document
ID of a legal representative
special handling by the Numbering team
In some regions, specific combinations of country + number type + features (for example, SMS or WhatsApp) are not available at all.
What it looks like
You select a country and number type, but no numbers appear
Filters such as Type of Number are set, but still nothing shows
You are redirected straight to an assisted request form instead of seeing a list of numbers
⚠️ Inventory or custom number requirements
Even if CloudTalk covers a country, a very specific request may not be available instantly:
Rare prefixes or small localities
Numbers with specific patterns or "vanity" digits
Beta or special-order ranges that must be requested from vendors
What it looks like
You cannot find any number matching a desired pattern or locality
You see a message that no numbers are available and are asked to submit a request
⚠️ Billing or payment problems
Even if numbers are available, your account may not be able to complete the purchase if:
There is no valid payment method
There are unpaid invoices or billing restrictions
The card is declined during checkout
What it looks like
You reach the Purchase step, but the payment fails
You see a generic error after clicking Purchase
⚠️ Regulatory or high-risk country restrictions
Some destinations are restricted or require extra checks before numbers can be purchased or before outbound calls can be enabled. This can happen due to:
high calling costs
local regulations or limited VoIP infrastructure
higher fraud or spam risk
These restrictions can affect:
which countries you can call
whether CloudTalk can provide numbers in a specific category
whether the Numbering team needs to review your request manually
⚠️ Ported numbers or special services
In some situations, a number cannot be removed or "swapped" instantly because it is:
a ported-in number
tied to a porting request that is still in progress
used in WhatsApp, SMS campaigns, or other services that need coordination
What it looks like
You want to replace a number, but removal is blocked
Support informs you that a ported number needs special handling or coordination with carriers
Step-by-Step Troubleshooting
1. Confirm your role and access
Ask your account admin which role you have in CloudTalk.
Number ordering and removal should be done by an Admin (or Account Manager).
If you are not an Admin, share this guide with the person who manages your account.
2. Check that you are using the correct ordering flow
In the Dashboard, go to Numbers > Get a number.
Choose the country you need.
If you see a list of numbers, you are in the Instant Number Ordering flow.
If you see a request form instead, the country uses Assisted Number Ordering.
Seeing the request form is not an error. In that case, fill in the form and wait for the confirmation email from the Numbering team.
3. Adjust number type and check coverage
If the list of numbers is empty:
Try selecting a different number type (for example, Local, Toll-Free, Mobile, or National), as availability varies by country.
If you are looking for a specific area code, try choosing a broader region or no region at all. Some prefixes are limited or require regulatory documents.
Open the Phone Number Coverage, Requirements, and Functionality guide and check:
whether CloudTalk provides numbers in your selected country
which documents, address requirements, or wait times apply to the number type you selected
If the coverage table lists strict requirements you cannot meet (for example, needing a local address in a particular city), try a different number type that may have fewer restrictions.
4. Check your account status and billing
If you reach the Purchase step but cannot complete payment:
Confirm that your payment method is valid and up to date.
Check if your account has any billing-related hold or unpaid invoices.
If you are on a trial, speak with your Account Manager or Sales contact about upgrading your account so that additional numbers can be billed correctly.
5. When you cannot replace or remove an existing number
When purchasing a new number, CloudTalk may show an option "Are you exchanging an old number?".
If you select it, the old number will be scheduled for removal automatically once the new number becomes active.
If this option does not appear or you prefer to handle it manually:
Obtain the new number (through instant or assisted ordering).
Update your call flows, integrations, and any public-facing contact details to use the new number.
Remove the old number manually, or contact Support to schedule its removal, especially if:
the number was ported into CloudTalk
it is used for WhatsApp, SMS, or other services that require coordination
If you do not see any option at all to remove a number, contact Support so they can check:
whether the number is part of an active contract
whether it is bound to a porting or regulatory process that requires manual handling
6. Numbers in restricted or sensitive countries
If you cannot purchase a number in a specific country and you also cannot call that country:
Go to Account > Settings > International Calling.
If the country is listed as restricted or requires Support to enable it, contact Support and explain your use case.
In some cases, CloudTalk can only provide certain number types or may need extra verification before enabling traffic to that destination.
When to Contact Support
Contact CloudTalk Support or your Account Manager if:
You are an Admin and still cannot see Get a number
The number list is empty for a country even after you remove filters and confirm coverage
You have sent all regulatory documents to our numbers team, but your request has stayed in Pending for longer than the typical wait time mentioned in coverage tables
You need to replace a ported-in number
You need a number for WhatsApp, SMS, or a high-risk country and do not see it in the Dashboard
The Purchase step fails repeatedly even after checking billing details
When you reach out, include:
Your account ID or company name
The country and number type you are trying to order
Any error messages or screenshots from the Get a number or Purchase step
Whether you are trying to buy a new number or replace an existing one