Phone number limitations

There are various limitations that apply to phone numbers. Some are general, others are country-specific.

General limitations

Simultaneous calls

Each phone number can handle 60 simultaneous incoming calls. For security reasons there is however a limitation in new accounts of max 5 simultaneous outbound calls to regular phone numbers. This limitation includes both calls that are forwarded and calls you make. If your company needs to handle more simultaneous calls, please contact customer service. One concurrent call per phone number is free. Additional concurrent calls are charged $0.01 per started minute on the Basic plan, $0.0070 per started minute on the Business plan and $0.0075 per started minute on Premium if the incoming call is answered from SIP, our web or mobile apps, or is forwarded for free to a mobile or landline phone.

Daily spending limit

There is a spending limit in new accounts of $25 per day for calls per account. This can also be increased if so required by contacting support.

Address requirements

Some phone numbers in some countries (see below) are only available to people that live or work in that country. In some cases, you only need to provide an address. In other cases, you also need to provide proof of address (copy of utility bill or similar). In some cases you need to provide an address - but it can be anywhere in the world. There is almost always some number type in every country that anyone can buy. In the ordering process you can find information about this.

Inbound VoIP minutes

Phone numbers that do not have a per-minute-fee for incoming calls and are answered by a VoIP device include a specified number of free minutes. Accounts on the Basic plan can have 1,000 free minutes for inbound VoIP calls per month; over-usage is charged $0.01 per started minute. Accounts on the Premium plan have 10,000 free minutes per month and are charged $0.0075 per started minute for overuse. Accounts on the Business plan have 50,000 free minutes per month and are charged $0.0070 per started minute for overuse.

Voice apps

Accounts on the Basic plan can have 1,000 free usages of Voice apps per month, over usage is charged $0.01 per voice app usage. Accounts on the Premium plan have 20,000 free usages per month and are charged $0.0075 per voice app usage for overuse. Accounts on the Business plan have 50,000 free usages per month and are charged $0.0070 per voice app usage for overuse. Only phone numbers in accounts that are on a paid plan can be connected to voice apps.

Inbound SMS

Accounts on the Basic, Premium and Business plans receive a number of inbound SMS messages as part of their plan. Over-usage may incur additional charges; see details and exceptions below.

General (non-US)

For SMS-supported phone numbers in regions other than the United States, inbound SMS is generally included as part of your plan with the following allowances per phone number and month:

• Basic plan: 1,000 inbound SMS per phone number/month
• Premium plan: 2,500 inbound SMS per phone number/month
• Business plan: 5,000 inbound SMS per phone number/month Over-usage for non-US numbers is charged $0.01 per SMS, and all non-US SMS are subject to fair usage limits.

US phone numbers (exception)

Effective February 5, 2026, inbound SMS received on US phone numbers are billed separately:

• Basic plan: $0.01 per SMS
• Premium plan: 100 inbound SMS per user/month included, then $0.006 per SMS (40% discounted rate)
• Business plan: 200 inbound SMS per user/month included, then $0.006 per SMS (40% discounted rate)

Inbound SMS character limits

How many characters fit into a single SMS depends on the characters used in the message. Messages that use standard letters and numbers allow more characters in one SMS than messages that include emojis or many non-Latin characters.

Messages that fit within the single-SMS limits above count as one SMS. Longer messages are split by carrier networks into multiple parts and each part is billed separately.

Example:

• A message with standard text of 300 characters uses the GSM-7 rules: it will be sent as 2 SMS parts (153 + 147) and billed as 2 SMS.
• A message containing many emojis totaling 120 characters uses Unicode rules: it will be sent as 2 SMS parts (67 + 53) and billed as 2 SMS.  

Call recording

Call recording is only available to accounts on a paid plan. Accounts on the Premium plan can record 10,000 call minutes per month and get 100 GB free storage per User. Accounts on the Business plan can record 50,000 call minutes per month and get 1 TB free storage per User. Over-usage above the free limit is charged with $0.0020 per started minute.

Text-to-speech

The Basic plan includes free 100 instances of audio-generation per month (regardless if they are saved or not). Additional use beyond the allowed usage is charged at $0.05 per file and started minute. The Premium plan includes 500 and the Business plan includes 1,500 instances of audio-generation per month. Overuse is charged at $0.02 per minute started for Premium plan and $0.015 per minute started for the Business plan.

Inbound fax

Regular accounts can receive 100 free Fax-to-email-messages per phone number and month. Premium accounts can receive 1000 free fax-to-email-messages per phone number and month. Over usage is charged with $0.01 per fax.

Caller ID

Only phone numbers in accounts that are on a paid plan can be shown as caller ID in outgoing calls. Due to restrictions imposed by the service provider from whom we purchased phone numbers prior to 18-December-2018, it is no longer possible to show numbers purchased from them as caller ID. Please contact support@sonetel.com and we can check if your phone number can be ported to our new provider.

International reachability

Almost all phone numbers we sell are reachable internationally. However, due to reasons beyond our control some number types are only reachable from within the country. This is especially true for toll-free numbers - they are guaranteed to be reachable only from within the country.

Number portability

In some countries it is possible to "port numbers" between phone companies. In countries where number portability is supported we will always allow you to bring your number with you to another phone company - as long as you do not have any outstanding debt.

Emergency services

Sonetel does not provide access to emergency (E911) services. The customer is required to inform the end users of such restriction.

Callback services and collect calls

As a general rule, the Sonetel service and numbers cannot be used to trigger callback services and collect calls.

Country-specific limitations

There are also some country specific limitations that can be found below.

Call length

The maximum call length is 3 hours.

Countries with address requirements

Local regulations in some countries require us to collect additional information from our users and pass it on to the local phone number provider to activate phone numbers. The information required depends on the country and number type ordered. The table below lists the information required apart from your name, company name (if applicable) and contact number. If you have any questions about this, please contact us.

• | This number type is not supported at the moment.
   

  • a - Activation of Chinese Geographic number requires company registration certificate along with passport or ID copy and 2 proof of address documents (no older than of 3 months) to be provided.
  • b - A local company certificate should be provided if registration is performed under company name.
  • c - A local passport or ID copy should be provided.
  • d - A detailed description of how the phone number will be used should be provided.
  • e - Identity documents accepted: South African national identity document; South African biometric national identity card; passport (issued by any country).
  • f - The following numbers' registration process cannot be performed under personal details: Albania, Brazil Toll-free, China Geographic, Japan Toll-free, Estonia National, France Geographic, Latvia Geographic, Peru Geographic, Peru Toll-free, Slovenia Geographic, Switzerland Toll-free, Turkey.
  • g - In case registration process is performed under a company name, company registration certificate shall be provided along with passport or ID copy.
  • h - Numbers cannot be registered under a company name.
  • i - Venezuelan passport or identity document should be provided if registering the number under personal details; Venezuelan company certificate should be provided in case registration is performed under company name.
  • j - Letter of intention has to be provided.
  • k - If registration is performed using personal details, end user’s birth date and birth place should be provided as well.
  • l - Local passport or identity document should be provided if registering the number under personal details; local registration certificate should be provided in case registration is performed under company name.
  • m - The national tax code is required in case number registration is performed under personal details; VAT number and signatory tax code are required in case number registration is performed under company details.
  • o - The address in the address proof must match the address in the identity proof.
  • p - If number registration is performed using personal details, end user's passport or ID number should be provided. If number registration is performed under a company name, business registration number should be provided.

How to provide address proof

In case proof of address is required. follow these steps:

1. Enter the address when ordering the phone number (there is a form to be filled in).
2. Send one of the following documents scanned in color to support@sonetel.com. The document should be dated, show your name & address and be less than 3 months old.
   1. Utility bill (electricity, gas, internet or similar)
   2. Credit card bill
   3. Bank statement
3. Once we receive the documents we will send them onwards for approval. As soon as the approval is given, your phone number will be activated.
4. Please note that post box addresses are not accepted. You must provide a street address.

General restrictions

This page only applies when purchasing phone numbers from Sonetel. It provides some guidance on potential legal and service restrictions for each country in respect of which Sonetel is providing services. It also contains the contact details of the National Regulatory Authority (NRA) in each of the countries operated. If the local regulations in a country require your personal or business details to activate the newly purchased number(s), this information must be provided within 10 days otherwise the numbers will be disconnected. Warning: Sonetel does not provide access to emergency (E911) services. As a general rule, the Sonetel service and numbers cannot be used to trigger callback services and collect calls. Disclaimer: Sonetel does not guarantee that the information contained on this page is complete, accurate, and up to date. The information below may be adjusted from time to time, so it is highly recommended to consult this page on a regular basis. The information is only intended to give customers some guidance with regard to the applicable regulatory framework. The information has no legal standing and is not intended as a substitute for legal or regulatory advice. Any customer is solely responsible for the operation of its own business, for complying with any applicable legal and regulatory provisions and for applying and obtaining the required license(s). Sonetel recommends its customers to seek advice on any legal and regulatory obligations and restrictions before using the service and the numbers.

For legal and service restrictions specific to each country, see the individual country pages linked in the table above. Each country page includes legal restrictions, service restrictions, and local regulatory authority contact information.