Disconnecting numbers
Disconnect a number when you no longer want it to work in cloudnumbering.
Warning: Disconnecting stops service immediately — calls and messages on the number stop working as soon as you confirm. To keep the number and move it to another provider, use the port-out process instead; do not disconnect it.
Warning: Reconnect within seven days if you need to keep the number. After seven days, it can no longer be reconnected self-service.
Before you disconnect
Check that:
- The number is no longer used by customers, campaigns, integrations, or internal teams.
- Voice routing and SMS webhooks no longer depend on the number.
- You do not need to port the number to another provider.
- Reconnecting the number later can require a top-up first.
Disconnect one number
- Sign in to the cloudnumbering portal.
- Go to Number Management > Number Inventory.
- Find the number you want to disconnect. Use the search box if your account has many numbers.
- Open the number details by selecting the number row.
- Review the details to confirm this is the right number.
- Select Disconnect Number.
- Read the confirmation message.
- Select Disconnect only if you are sure.
- If you are not sure, select Cancel. Cancelling leaves the number unchanged.
Disconnect multiple numbers
- Go to Number Management > Number Inventory.
- Select the checkbox beside each active number you want to disconnect.
- In the Bulk Actions bar, open Actions and select Disconnect.
- Review every number in the Disconnect Numbers confirmation dialog.
- Select Disconnect only when the list is correct.
- Wait for the result message. It reports how many numbers were disconnected and how many failed — numbers fail individually, so part of a batch can succeed.
Note: Bulk disconnect is available to organisation administrators only, works on active numbers, and accepts up to 250 numbers per batch. If you select a number that is not eligible, remove it from the selection and try again.
Disconnect numbers with the API
To disconnect numbers programmatically, for example in larger batches, see Disconnect a number in the API documentation.
The endpoint requires the number SID starting with AN. Find it with the list numbers endpoint, or the list numbers for an order endpoint. For example:
{
"sid": "AN00000000000000000000000000000001",
"number": "+447700900000"
}Use the value of sid in the disconnect request.
What happens next
Disconnected numbers move out of the default inventory view. Find them by filtering the inventory to Disconnected. They remain eligible for self-service reconnect for seven days.
If you disconnected the wrong number, reconnect it as soon as possible from the disconnected inventory view. See Reconnecting disconnected numbers.
Troubleshooting
I cannot find the number. Check that you are in Number Management > Number Inventory. If the number was already disconnected, open More filters and set the status to Disconnected.
I do not see Disconnect in the bulk actions menu. Bulk disconnect is available to organisation administrators only — ask an administrator if you do not have that role. Also check that every selected number is active; the action is not shown when the selected numbers cannot be disconnected together.
The number should be moved to another provider. Do not disconnect it. Use the port-out process instead.
The disconnect failed. Try again after a few moments. If it still fails, contact support with the number, the time of the attempt, and any error message shown in the portal.
Some numbers in a bulk disconnect failed.
The successful numbers are already disconnected — do not re-submit the same selection. Select only the failed numbers and try again; if they still fail, contact support with those numbers and the time of the attempt.
I disconnected the wrong number. Open the disconnected number and use Reconnect Number. Reconnection can require a balance top-up before it can be confirmed. See Reconnecting disconnected numbers.
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