There are various limitations that apply to phone numbers. Some are general, others are country-specific.<\/p>\n

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• Max 60 simultaneous calls per number<\/strong>.
  \nEach 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 <\/span>contact customer service<\/a>.<\/span>
  \nOne 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.<\/span><\/li>\n
• Daily spending limit on calls<\/strong>.
  \nThere 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<\/a>.<\/span><\/li>\n
• Address requirements<\/strong>.
  \nSome 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.<\/span><\/li>\n
• Inbound calls answered by VoIP devices<\/strong>.
  \nPhone 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.<\/span><\/li>\n
• Voice apps<\/strong>.
  \nAccounts 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.
  \nOnly phone numbers in accounts that are on a paid plan<\/a> can be connected to voice apps.
  \n<\/span><\/li>\n
• Inbound SMS<\/strong>.
  \nAccounts with the Basic plan can receive 1,000 free SMS-messages per phone number and month. Premium accounts can receive 2,500 free SMS-messages per phone number and month while accounts on the Business plan can receive 5,000 free SMS-messages per phone number and month. Over usage is charged with $0.01 per SMS.
  \n<\/span><\/li>\n
• Inbound SMS – US Phone Numbers<\/strong>.
  \nEffective February 5, 2026, due to changes in US telecommunications regulations affecting SMS delivery, inbound SMS messages received on US phone numbers are charged separately from other regions. Accounts on the Basic plan are charged $0.01 per inbound SMS message. Accounts on the Premium plan<\/a> receive 100 free inbound SMS messages per user per month with over usage charged at $0.006 per SMS. Accounts on the Business plan<\/a> receive 200 free inbound SMS messages per user per month with over usage charged at $0.006 per SMS.
  \n<\/span><\/li>\n
• Call recording.<\/strong>
  \nCall recording is only available to accounts on a paid plan<\/a>.
  \nAccounts on the Premium plan can record 10,000 call minutes per month and get 100 GB free storage per User<\/a>. <\/span>Accounts on the Business plan can record 50,000 call minutes per month and get 1 TB free storage per User<\/a>.
  \nOver-usage above the free limit is charged with $0.0020 per started minute.
  \n<\/span><\/li>\n
• Text-to-speech<\/strong>
  \nThe 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.<\/span><\/li>\n
• Inbound fax<\/strong>.
  \nRegular 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.<\/span><\/li>\n
• Caller ID<\/strong>
  \nOnly phone numbers in accounts that are on a paid plan<\/a> <\/span>can be shown as caller ID in outgoing calls.<\/span>
  \nDue 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.<\/span>
  \nPlease contact <\/span>support@sonetel.com<\/a> and we can check if your phone number can be ported to our new provider.<\/span><\/li>\n
• International reachability<\/strong>
  \nAlmost 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.<\/span><\/li>\n
• Number portability<\/strong>.
  \nIn some countries it is possible to “<\/span>port numbers<\/a>” 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.<\/span><\/li>\n
• No emergency service<\/strong>.
  \nSonetel does not provide access to emergency (E911) services. The customer is required to inform the end users of such restriction.<\/span><\/li>\n
• No callback services or collect calls.<\/strong>
  \nAs a general rule, the Sonetel service and numbers cannot be used to trigger callback services and collect calls.<\/span><\/li>\n
• Country specific limitations.<\/strong>
  \nThere are also some country specific limitations that can be found below.<\/span><\/li>\n
• Call Length.<\/strong>
  \nThe maximum call length is 3 hours.<\/span><\/li>\n<\/ul>\n

   <\/p>\n

  Countries with address requirements<\/h2>\n

  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.<\/p>\n

  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<\/a>.<\/p>\n

  All customers are required to verify their account<\/a> before they can use their phone numbers.<\/div>\n

  \n