Reconnecting disconnected numbers

Reconnect a disconnected number to return it to service and resume billing.

Warning: Reconnect within seven days of disconnection. After seven days, the number can no longer be reconnected self-service.

Note: A number can be reconnected self-service only if you disconnected it yourself — from the portal or with the API — or it was disconnected for overdue billing, and it has auto-renew turned on. A number that was ported out cannot be reconnected, and a number with a reconnect already in progress cannot start another.

Find disconnected numbers

1. Sign in to the cloudnumbering portal.
2. Go to Number Management > Number Inventory.
3. Open More filters and set the status to Disconnected.
4. Search for the number if needed.

   

Reconnect one number

1. Open the disconnected number.
2. Review the details to confirm this is the right number.
3. Select Reconnect Number.

   

4. Review the reconnect preview.

   

   • If the preview shows a shortfall, select Top up to reconnect, add enough balance, then return to the disconnected number and start the reconnect again.
5. If the preview is correct and the Reconnect button is enabled, select Reconnect and keep the dialog open until the portal confirms that the reconnect is complete.

Note: The reconnect preview labels your available balance as Wallet balance. This is the balance available to pay the reconnect charge.

Reconnect multiple numbers

1. Filter the inventory to Disconnected numbers.
2. Select the checkbox beside each number you want to reconnect.
3. In the Bulk Actions bar, open Actions and select Reconnect.
4. Review the reconnect preview before continuing.
   • If the preview shows a shortfall, select Top up to reconnect, add enough balance, then return to the disconnected inventory and start the reconnect again.
5. If the preview is correct and the Reconnect button is enabled, select Reconnect and keep the dialog open until the portal confirms that the reconnect is complete.

Note: A bulk reconnect accepts up to 100 numbers and is all-or-nothing: if any selected number is not eligible, no number in the batch reconnects. Remove ineligible numbers from the selection and try again.

To reconnect numbers programmatically, see Manage assigned numbers with the API.

What happens next

After a successful reconnect, the number returns to the in-service inventory view and billing resumes. Check the number details again to confirm that the voice and SMS endpoints are still correct.

Test the number before relying on it for customer traffic.

Troubleshooting

I cannot see Reconnect Number. Check that the number status is Disconnected and that it was disconnected within the last seven days. See Understanding number statuses.

I do not see Reconnect in the bulk actions menu. Check that every selected number is disconnected. The bulk reconnect action is not shown when the selected numbers cannot be reconnected together.

The portal asks me to top up. Your balance is lower than the total due for the reconnect. Top up the shortfall amount or more, then try again.

The reconnect failed. Check every number in the attempt against the eligibility conditions at the top of this article — in a bulk reconnect, one ineligible number stops the whole batch. If every number is eligible and it still fails, contact support with the numbers, the time of the attempt, and any error shown in the portal.

The number reconnected but traffic is not working. Open the number details and check that the voice and SMS endpoints are assigned and Enabled. If they are, check the endpoint configuration under Number Management > Endpoints, then test with a call or message.

Related articles

• Disconnecting numbers
• Setting up low-balance email alerts
• Setting up automatic card top-ups
• Understanding number statuses