Phone Numbers

What is a SimBuster phone number?

Depending on the country and number type, a SimBuster number can support features such as:

• incoming voice calls;
• outgoing caller ID;
• incoming SMS;
• outgoing SMS;
• Receptionist routing;
• AI Assistant routing;
• forwarding to another mobile or landline;
• call history;
• missed-call email alerts; and
• renewal or extension.

The exact capabilities depend on the specific country, number type and number itself.

Do not assume that every SimBuster number has the same voice, SMS or verification capability.

Which phone number types are available?

These can include:

• local geographic numbers;
• national numbers;
• mobile numbers;
• toll-free numbers; and
• other country-specific number types where available.

Each number type can have different:

• purchase price;
• renewal price;
• KYC requirements;
• address requirements;
• voice capability;
• SMS capability;
• caller-ID behaviour; and
• usage restrictions.

Always check the number details before purchase.

Local geographic numbers

Examples include city or regional numbers used by:

• local businesses;
• freelancers;
• remote teams;
• customer service lines;
• property managers; or
• people who want a local presence in another city.

Some countries require the user or business to have an address in the relevant country or local area.

If address verification is required, the app will show the requirement before or during KYC.

Local numbers can have different SMS capability from mobile numbers.

National numbers

They can be useful for:

• businesses serving customers nationwide;
• support lines;
• sales lines;
• central office numbers; and
• services that do not want to appear tied to a specific city.

Availability and feature support vary by country.

Some national number ranges support voice only, while others can support additional features.

Check the exact capability shown before purchase.

Mobile numbers

Depending on the country and provider, these can be more suitable when you need:

• a mobile-format second number;
• supported SMS;
• ordinary person-to-person messaging; or
• services that prefer mobile-number ranges.

A mobile-format number does not guarantee that every third-party website, bank, app or verification provider will accept it.

Third-party services control their own OTP and verification rules.

Toll-free numbers

They can be useful for:

• customer support;
• national sales lines;
• service desks; and
• businesses that want a recognisable support number.

Toll-free calling rules differ by country.

A toll-free number can also have different inbound, outbound caller-ID and SMS capabilities from a local or mobile number.

Check the product details before buying.

Which number type should you choose?

Choose local if:

You want a city or regional presence.

Choose national if:

You want a country-wide business number without a local area identity.

Choose mobile if:

You specifically want a mobile-format number or need supported mobile-number SMS capability.

Choose toll-free if:

You want a customer-facing number designed for inbound business calls.

Before purchase, check:

• voice support;
• SMS support;
• KYC;
• country/address requirements;
• renewal cost; and
• whether the number type suits your intended use.

Which countries are available?

To check current availability:

1. Open Phone Numbers.
2. Choose the country.
3. Review the number types available.
4. Open the number details.
5. Check capability, price and requirements.

If a country or number type is not shown, it is not currently available through that purchase flow.

Availability can change without notice as numbering stock and carrier availability change.

Check supported features before buying

Before purchase, check whether the number supports:

• incoming voice;
• outgoing caller ID;
• incoming SMS;
• outgoing SMS;
• Receptionist;
• AI Assistant;
• PSTN forwarding; and
• any other feature you specifically need.

A number that supports incoming voice does not automatically support SMS.

A number that supports incoming SMS does not automatically support outgoing SMS.

A number that supports SMS does not automatically guarantee OTP acceptance.

Voice capability

Where eligible, the number can also be used as outgoing caller ID for supported calls.

Incoming calls can be routed according to the available Where calls go options.

The number itself needs to be:

• active;
• within validity;
• fully verified where KYC is required; and
• configured with a valid call destination.

If the number is pending or expired, normal voice service can be unavailable.

Receive incoming calls

Depending on your setup, the call can go to:

• the SimBuster app;
• an external mobile or landline through PSTN forwarding;
• Receptionist; or
• AI Assistant.

If the app is selected, your phone needs a suitable internet connection and app notifications must be allowed.

If another route is selected, the app may not ring because the call is following that configured route.

Use a SimBuster number as outgoing caller ID

This is useful when you manage several numbers for:

• different countries;
• different businesses;
• different departments; or
• work and personal use.

Caller-ID presentation can still depend on:

• destination carrier;
• country rules;
• number eligibility; and
• receiving device.

Do not attempt to present a caller ID you do not control or are not authorised to use.

SMS capability

A number can be:

• voice only;
• receive-SMS capable;
• send-SMS capable; or
• capable of both incoming and outgoing SMS.

Check this before purchase.

If SMS is important, do not buy a voice-only number and assume messaging can be added later.

Outgoing SMS also requires the relevant SMS Credit and a supported route.

Learn about Calling & SMS

OTP and verification codes

However, SimBuster does not guarantee acceptance by third-party services.

Banks, websites, apps, marketplaces, social networks and messaging platforms can:

• block virtual or VoIP ranges;
• require mobile-only ranges;
• reject specific countries;
• reject previously used numbers;
• apply fraud controls;
• rate-limit verification requests; or
• change their acceptance rules at any time.

Buy a number for its stated telecom capability, not on the assumption that one specific third-party service must accept it.

Use a number with Receptionist

Receptionist lets you create a structured IVR or auto-attendant flow such as:

• Press 1 for Sales
• Press 2 for Support
• Press 3 for Accounts

Receptionist can also contain:

• greetings;
• generated speech;
• business-hours logic;
• external forwarding;
• AI Assistant routes; and
• voicemail-to-email paths where configured.

To use it:

1. build the Receptionist;
2. save or publish it;
3. open the phone number;
4. set Where calls go to Receptionist;
5. choose the intended Receptionist; and
6. test the live number from another phone.

Learn about Receptionist

Use a number with AI Assistant

AI Assistant can:

• answer the call;
• speak with the caller;
• answer approved questions;
• collect caller details;
• take messages;
• follow call-handling instructions; and
• create supported call transcripts.

To use it:

1. create and configure AI Assistant;
2. check the AI plan or Buster Minutes;
3. open the phone number;
4. set Where calls go to AI Assistant;
5. choose the correct Assistant; and
6. test from another phone.

Learn about AI Assistant

Forward incoming calls to another phone number

This is useful when you want a SimBuster number to ring:

• your normal mobile;
• a desk phone;
• another office line; or
• another external destination.

The onward PSTN call leg can use Call Credit or another applicable calling allowance.

If the external destination has its own mobile-network or landline voicemail, that third-party voicemail can answer if you do not pick up.

That is separate from SimBuster voicemail-to-email.

Open Phone Numbers

From there you can:

• browse countries;
• choose a number type;
• buy a number;
• view your active numbers;
• check number features;
• manage KYC;
• change where calls go;
• extend validity;
• control Auto Renew; and
• view number status.

Choose a country

The country determines:

• available number types;
• available area codes;
• pricing;
• KYC requirements;
• address requirements;
• SMS capability; and
• other regulatory conditions.

If you need a number for a particular city, choose a local number and then the relevant geographic area where available.

Choose a phone number

Depending on the country, you can see:

• local numbers;
• national numbers;
• mobile numbers;
• toll-free numbers; or
• other available ranges.

Before choosing, check whether the number supports the features you need.

A visually attractive or memorable number is not useful if it lacks the SMS or routing capability required for your use case.

Review the number before purchase

• full number;
• country;
• number type;
• voice capability;
• SMS capability;
• purchase price;
• renewal or extension price;
• validity;
• KYC requirements;
• address requirements;
• business-only restrictions where applicable; and
• any important notes.

If you need incoming SMS, make sure that feature is explicitly shown.

If you need a mobile-format number, make sure the number type is actually mobile.

Do not rely only on the number prefix.

Check KYC and regulatory requirements

Others require verification before activation.

The requirements can depend on:

• country;
• local telecom regulation;
• number type;
• personal vs business purchase;
• address;
• company registration; and
• carrier policy.

SimBuster shows the applicable requirement in the number flow.

Do not submit false information simply to satisfy a number requirement.

Complete the phone-number purchase

1. select the number;
2. review the features;
3. check the KYC requirements;
4. review the price and validity;
5. complete payment using the available method;
6. complete verification where required; and
7. wait for activation if the number is not immediately active.

Do not assume payment alone means the number is already usable if the number still requires KYC or carrier approval.

Understand phone-number activation status

Examples can include:

• active;
• pending;
• awaiting KYC;
• under review;
• awaiting documents;
• suspended;
• expired; or
• another status shown by the app.

An active number can normally use the features shown for it.

A pending or unverified number can have limited or unavailable service until the required process is completed.

Check the number status before troubleshooting call routing.

What is KYC for phone numbers?

Telecom regulators and number providers can require identity, address or business information before a number is activated.

This is normal for regulated phone-number services.

Depending on the number, KYC can involve:

• personal details;
• address;
• identity document;
• proof of address;
• company details;
• VAT or registration number;
• company incorporation document;
• signed or accepted agreement; or
• other country-specific information.

Requirements vary by country and number type.

When is KYC required?

Examples can include:

• local numbers requiring a local address;
• mobile numbers requiring identity verification;
• business-only number types;
• numbers requiring company registration details;
• numbers requiring a signed service agreement.

Some numbers require only basic information.

Others require documents.

Always follow the exact KYC profile shown for the number you selected.

How the SimBuster KYC flow works

A typical flow is:

1. Information
2. Documents — only where required
3. Agreement — only where required
4. Submit
5. Review

The app only asks for the steps required by that number’s compliance profile.

A simple number may need basic information only.

A regulated business number can require more.

KYC Step 1: Information

Depending on the requirement, this can include:

• first name;
• last name;
• contact telephone number;
• address;
• city;
• postal code;
• country;
• company name;
• VAT number; or
• company registration details.

Enter the information exactly as it appears on the documents you will use.

Avoid:

• abbreviating the company name differently;
• using an old address;
• entering a trading name when the legal name is required; or
• using another person’s information.

KYC Step 2: Documents

Possible examples include:

• passport;
• national identity document;
• proof of address;
• company incorporation certificate;
• business registration document; or
• another document required by the local number regulation.

Use:

• clear scans or photographs;
• complete documents;
• readable text;
• valid documents;
• the correct person or company; and
• the correct document type.

Do not crop away important details.

KYC Step 3: Agreement

Where this step appears:

1. read the agreement;
2. confirm the details are correct;
3. complete any required name or signature information;
4. accept only if you are authorised to do so; and
5. continue to submission.

If no agreement is required for the selected number, this step can be absent.

Do not assume every country uses the same KYC process.

KYC Step 4: Submit

• check the name;
• check the address;
• check the company details;
• check document quality;
• confirm all required fields are complete; and
• make sure the information matches.

After submission, the application moves to review.

Avoid submitting multiple conflicting versions while the first one is still being checked.

KYC Step 5: Review

A typical review can take around 1–2 business days, although some countries or providers can take longer.

During review:

• keep an eye on the number status;
• respond if more information is requested;
• do not create multiple duplicate applications; and
• do not assume the number is active until the app shows that it is ready.

Approval time can depend on the country, provider and quality of the submitted information.

Address requirements

A number can require:

• an address anywhere in the world;
• an address in the same country;
• a local geographic address;
• a business address; or
• no address document at all.

Follow the requirement shown for that exact number.

If the number requires a UK address, an overseas address does not satisfy that requirement.

If the requirement accepts a worldwide address, do not upload unnecessary local proof.

Business-only phone numbers

A business KYC profile can ask for:

• company name;
• company registration details;
• VAT number;
• contact person;
• business address;
• incorporation certificate; and
• other legal-entity documentation.

If a number is marked business-only, do not submit it as a personal application.

The legal entity shown in the KYC should match the company that will use the number.

KYC was rejected or more information was requested

1. read the reason or request shown;
2. check that the information matches the documents;
3. replace unreadable documents;
4. correct the address if it does not meet the number requirement;
5. supply the requested company document where applicable;
6. resubmit only the corrected information; and
7. wait for review.

Common problems include:

• wrong address country;
• expired document;
• cropped document;
• unreadable text;
• personal application submitted for a business-only number;
• legal company name mismatch; or
• missing required document.

Keep KYC details accurate

Changes can include:

• legal name;
• company name;
• business address;
• registration information;
• authorised contact; or
• another material regulatory detail.

Some number providers can require updated information during the lifetime of the number.

Do not ignore a compliance request just because the number was approved previously.

What is “Where calls go”?

Depending on the number and your configured services, the available destinations can include:

• SimBuster app;
• external mobile or landline through PSTN;
• Receptionist; or
• AI Assistant.

Choose the destination that matches how you want callers handled.

This setting is managed on the phone number itself.

Route incoming calls to the SimBuster app

For reliable app-routed calls:

• stay signed in;
• allow notifications;
• allow microphone permission;
• have a working Wi-Fi or mobile-data connection;
• avoid aggressive battery restrictions; and
• check Focus or Do Not Disturb settings.

If the device cannot be reached over data, SimBuster can send a missed-call email alert where the relevant conditions are met.

Route incoming calls to a mobile or landline

This is useful when:

• you prefer your ordinary mobile;
• staff should receive calls on an office line;
• the user has poor mobile-data coverage;
• the destination has its own voicemail; or
• you want to avoid depending on app push notifications.

The onward call leg can use Call Credit or another applicable calling allowance.

Check the rate before relying on PSTN forwarding for high call volume.

Route incoming calls to Receptionist

Receptionist can:

• play a greeting;
• ask callers to press keypad options;
• route to departments;
• route to another phone;
• route to AI Assistant;
• use business-hours logic;
• use generated speech; and
• include voicemail-to-email paths.

Assign the number to the correct Receptionist and test every important branch.

Route incoming calls to AI Assistant

The Assistant can handle routine conversations according to the information and instructions you configured.

Before routing a live business number to AI:

• configure the Assistant;
• check its voice and language;
• add business information;
• add clear fallback instructions;
• check Buster Minutes;
• test from an outside number; and
• review the first real transcripts.

Missed call alerts by email

This is useful when:

• the phone has no usable mobile data;
• Wi-Fi is unavailable;
• the device is outside data coverage; or
• the app cannot receive the incoming call.

A missed-call email is not voicemail.

It tells you that somebody tried to call.

If a caller actually leaves a recorded voicemail through a Receptionist voicemail path, that is handled separately as voicemail-to-email.

What happens when the app is unreachable?

In that situation, the configured missed-call notification system can alert you by email.

When you regain connectivity:

1. check email;
2. check call history;
3. identify the caller;
4. return the call if needed; and
5. consider another route if poor data coverage is common.

If reliable live answering is essential in weak-data areas, consider:

• PSTN forwarding;
• Receptionist; or
• AI Assistant.

Test the number after changing call routing

Test:

• the correct number rings;
• the intended route is used;
• the app receives the call if selected;
• PSTN forwarding reaches the correct external phone;
• Receptionist starts correctly;
• AI Assistant answers correctly; and
• missed-call email behaviour works when testing an unreachable app route.

Do not rely only on the settings screen.

The live call is the real test.

Manage multiple SimBuster numbers

This is useful for:

• several countries;
• personal and business use;
• different departments;
• sales and support;
• different marketing campaigns; or
• separate projects.

For each number, keep track of:

• purpose;
• expiry date;
• Auto Renew;
• KYC status;
• where calls go;
• SMS capability; and
• caller-ID usage.

Give numbers a useful label

Examples:

• UK Sales
• US Support
• Spain Property
• Main Business
• Personal Second Number

A useful label reduces mistakes when:

• choosing caller ID;
• sending SMS;
• changing call routing;
• renewing;
• or managing multiple country numbers.

Check number status

Pay attention to:

• active;
• pending;
• awaiting KYC;
• under review;
• suspended;
• expiry date;
• Auto Renew;
• supported features; and
• call destination.

If a number suddenly stops receiving calls, status should be one of the first things you check.

Extend a phone number

A typical flow is:

1. open the number;
2. choose Extend;
3. select the available extension;
4. review the price;
5. complete payment; and
6. confirm the new expiry date.

Extending before expiry is safer for a number that customers already know.

Auto Renew

Auto Renew is useful when the number is important for:

• customer contact;
• account recovery;
• business materials;
• Receptionist;
• AI Assistant;
• ongoing SMS; or
• a long-term second number.

Auto Renew still depends on the required payment succeeding and the service remaining eligible.

Always confirm the new expiry after renewal.

Turning Auto Renew off disables automatic renewal

The current paid validity remains until the existing expiry date.

After that, if you do not manually extend or renew:

• the number can expire;
• incoming calls can stop;
• SMS can stop;
• call routing can stop; and
• the number can eventually become unavailable or be reassigned according to the service lifecycle.

Do not turn Auto Renew off for an important number unless you plan to renew it manually.

Auto Renew was on but renewal failed

Renewal can fail because of:

• declined payment;
• expired payment method;
• insufficient funds;
• payment authentication failure;
• app-store billing issue;
• compliance issue;
• service availability change; or
• another transaction problem.

If the number matters:

1. open the number immediately;
2. check expiry;
3. check payment status;
4. use Extend or manual renewal if available;
5. update the payment method; and
6. confirm the new validity.

What happens when a phone number reaches expiry?

Possible effects include:

• incoming calls stop;
• SMS stops;
• outgoing caller ID becomes unavailable;
• Receptionist route stops;
• AI Assistant route stops;
• missed-call email no longer applies because the number itself is not active; and
• the number can enter a release or recovery lifecycle.

If you still need the number, renew before expiry.

Can an expired number be recovered?

Once a number leaves active service, it can eventually be returned to the provider pool or reassigned.

If an important number has just expired:

1. open the number;
2. check whether renewal or recovery is still available;
3. do not buy a replacement number until you understand the status;
4. open a support ticket if necessary; and
5. act quickly.

For numbers used on third-party accounts, change the account contact number before allowing the SimBuster number to expire.

Port an existing phone number into SimBuster

Do not attempt to port simply by buying a new number.

Portability depends on:

• country;
• number type;
• current carrier;
• number status;
• ownership;
• regulatory rules; and
• technical availability.

SimBuster support will confirm whether the number can be ported and what information is required.

Port a SimBuster number to another provider

The receiving provider normally also needs to initiate its part of the transfer.

Port-out requirements can depend on:

• country;
• number type;
• account ownership;
• current registration information;
• KYC;
• gaining provider; and
• local porting process.

Do not cancel or allow the SimBuster number to expire while a port-out is in progress.

Open a support ticket for porting

Include:

• the phone number;
• country;
• number type if known;
• whether it is a port-in or port-out;
• current provider for a port-in;
• gaining provider for a port-out if known;
• account holder or business name;
• contact email; and
• any deadline or relevant porting date.

Support can then tell you which documents or authorisation are required.

Information required for a port

Depending on the country, you can be asked for:

• number;
• current provider;
• account holder;
• service address;
• customer or account reference;
• proof of ownership;
• letter of authority;
• KYC details;
• company information; or
• another carrier-specific document.

The details need to match the records held by the current provider.

A mismatch can delay or reject the port.

How long does porting take?

Some ports can complete quickly.

Others require manual validation and can take several business days or longer.

Do not plan a critical launch around an unconfirmed port date.

Wait until support or the relevant carrier confirms the transfer schedule.

Keep the number active during porting

For a port-in:

• keep the number active with the current provider;
• keep bills or account information current;
• do not change ownership details unnecessarily; and
• respond to carrier authorisation requests.

For a port-out:

• keep the SimBuster number active;
• keep it within validity;
• do not disable service prematurely; and
• wait for confirmation that the gaining provider has completed the transfer.

Why can a port fail?

• account holder mismatch;
• incorrect service address;
• wrong account reference;
• number not eligible;
• number already disconnected;
• incomplete KYC;
• missing authorisation;
• unsupported number type;
• losing carrier rejection; or
• incorrect gaining-provider request.

If a port is rejected, use the rejection reason to correct the information before resubmitting.

Do not repeatedly submit the same incorrect data.

Phone number return rule

The key rule is:

A phone number can only be returned within 24 hours of purchase if there has been no call or SMS usage on the number.

If you are unsure about the number:

• do not make a call;
• do not receive or send SMS;
• do not use it for verification tests; and
• contact support within the return period.

Once there is usage, the number no longer qualifies as unused under this rule.

A used phone number cannot be treated as unused

Examples of usage include:

• incoming call;
• outgoing call;
• incoming SMS;
• outgoing SMS; or
• another qualifying telecom event.

Do not buy a number, test it with calls or SMS, and then expect the unused-number return rule to apply.

OTP failure does not guarantee a refund

A number can be fully functional for:

• ordinary calls;
• ordinary SMS; and
• other supported telecom features,

while one particular third-party service rejects it.

Do not buy numbers repeatedly for OTP testing and return attempts.

Choose the number type carefully and check the third party’s own requirements.

You bought the wrong number type

• do not use the number;
• check whether you are still within the 24-hour unused return period;
• contact support promptly; and
• explain what you intended to buy.

If you already used the number for calls or SMS, the unused-number return rule no longer applies.

Do not misuse SimBuster phone numbers

Do not use numbers for:

• fraud;
• scams;
• impersonation;
• harassment;
• threats;
• unlawful activity;
• evading law-enforcement restrictions;
• prohibited automated traffic; or
• activity intended to harm another person or network.

A second number is a communications tool.

It is not a licence to conceal abusive or unlawful activity.

Do not make spam or abusive outbound calls

Examples include:

• repeated unsolicited calls;
• robocall-style campaigns without required consent;
• nuisance calling;
• intentionally excessive calling;
• deceptive sales calls;
• calls designed to overwhelm a destination; or
• calling patterns that violate telecom or consumer-protection law.

If you use SimBuster for business outreach, follow the consent and telemarketing rules that apply to the countries involved.

Do not send spam SMS

• unsolicited bulk messaging;
• phishing;
• scams;
• deceptive links;
• mass OTP requests;
• harassment; or
• messages that violate carrier or local messaging rules.

Mobile networks actively filter abusive traffic.

Misuse can cause:

• delivery failure;
• number restriction;
• account review; or
• suspension.

Use SMS for legitimate person-to-person or properly authorised business communication.

No harassment, threats or abusive communication

Do not use the service for:

• threats;
• stalking;
• intimidation;
• harassment;
• revenge messaging; or
• abusive repeated calling.

If a recipient asks you to stop, stop.

A privacy-oriented second number does not remove your responsibility for how you use it.

No fraud or impersonation

• a bank;
• government agency;
• another business;
• another person;
• customer support for a company you do not represent; or
• another organisation without authorisation.

Do not use SimBuster for:

• account takeover;
• payment fraud;
• phishing;
• social engineering;
• false identity claims; or
• deceptive verification activity.

Do not abuse caller ID

Do not attempt to:

• spoof another person’s number;
• impersonate a bank or business;
• deliberately mislead the recipient about who is calling; or
• bypass caller-ID restrictions.

Caller-ID presentation can also be changed or suppressed by downstream networks.

You are responsible for lawful use

If you use SimBuster for business, marketing, customer service or international calling, you are responsible for complying with the laws that apply to your use.

These can include rules about:

• telemarketing;
• consent;
• recording;
• privacy;
• spam;
• SMS marketing;
• caller ID;
• data protection; and
• consumer protection.

If your use is regulated, obtain appropriate professional advice.

What can happen if a number is misused?

• traffic blocking;
• call or SMS restriction;
• number suspension;
• account review;
• request for information;
• termination of the affected service; or
• other action required by a carrier, regulator or law.

Do not create repeated replacement numbers to continue behaviour that has already been blocked or prohibited.

Phone number is still pending

1. check whether KYC is required;
2. check whether documents are missing;
3. check whether the application is under review;
4. check payment status;
5. do not buy the same number again;
6. wait for the expected review period; and
7. respond promptly to any information request.

A pending number can be unavailable for normal calls or SMS until activation completes.

Phone number is not receiving calls

1. number status is active;
2. number has not expired;
3. required KYC is complete;
4. Where calls go is configured;
5. the selected destination is active;
6. if routing to the app, the device has data and notifications;
7. if routing to PSTN, the external number is correct;
8. if routing to Receptionist, the number is assigned to the correct flow;
9. if routing to AI Assistant, the Assistant and AI plan are active; and
10. test from another telephone.

The SimBuster app is not ringing

• check the device has Wi-Fi or mobile data;
• make sure SimBuster is signed in;
• allow notifications;
• allow microphone permission;
• check Focus or Do Not Disturb;
• check battery optimisation or background restrictions;
• make sure the number is actually routed to the app; and
• test from another phone.

If the app cannot be reached because there is no usable data, check for a missed-call email alert.

You expected a missed-call email but did not receive one

1. the number was routed to the app;
2. the app/device was genuinely unreachable over data;
3. the number was active;
4. the call did not route to PSTN, Receptionist or AI Assistant instead;
5. the email inbox;
6. Spam or Junk;
7. the email address associated with the notification setup; and
8. call history.

A missed-call email is not sent simply because every caller hangs up.

It applies to the relevant missed-call conditions.

SMS is not working on the number

Then check:

• incoming vs outgoing SMS capability;
• number status;
• SMS Credit for outgoing SMS;
• recipient country and format;
• third-party sender restrictions;
• app connectivity; and
• whether the message is ordinary supported SMS.

A voice-only number cannot be fixed by buying SMS Credit.

Learn about Calling & SMS

Outgoing caller ID is not showing correctly

• the number is active;
• the number is eligible for outgoing caller ID;
• you selected the correct number before calling;
• the destination supports normal caller-ID presentation; and
• the receiving carrier is not modifying or suppressing the display.

If the issue is repeated for a supported destination, keep the call time and number used for support investigation.

PSTN forwarding is not working

1. the number is active;
2. Where calls go is set to the external phone destination;
3. the destination number is correct;
4. the number is in full international format where required;
5. Call Credit or the applicable calling allowance is available;
6. the destination itself can receive calls; and
7. the destination mobile/landline is not blocking the call.

If forwarding works but voicemail behaviour is wrong, check the destination carrier’s own voicemail settings.

Your phone number is about to expire

1. open the number;
2. check the expiry date;
3. make sure Auto Renew is on if you want automatic renewal;
4. check the payment method;
5. use Extend if available; and
6. confirm the new expiry after payment.

If Auto Renew is off, no automatic renewal attempt will be made.

Do not ignore expiry warnings for numbers used by customers or third-party accounts.

Payment happened but renewal is not showing

1. refresh the number;
2. check payment status;
3. check transaction history;
4. confirm the payment was for that exact number;
5. wait briefly for provisioning;
6. do not pay again immediately; and
7. contact support with the payment reference if the expiry does not update.

Keep the number active while the issue is being checked.

Phone Numbers FAQ

What is a SimBuster phone number?

It is a second or business phone number managed through SimBuster with supported calling, SMS and call-routing features.

What number types are available?

Depending on the country, SimBuster can offer local, national, mobile, toll-free and other supported number types.

Are all number types available in every country?

No. Availability varies by country and current stock.

Does every number support SMS?

No. Check the capability shown before purchase.

Can a number support incoming SMS but not outgoing SMS?

Yes. Incoming and outgoing SMS capability can differ.

Can I receive OTP codes?

Some SMS-enabled numbers can receive OTP messages, but third-party acceptance is not guaranteed.

Does SimBuster guarantee WhatsApp, bank or app verification?

No. The third party decides whether it accepts the number type and range.

Can I receive normal calls?

Yes, on supported active voice-enabled numbers.

Can I use my SimBuster number as caller ID?

Where the number is eligible, yes.

Can I route calls to the app?

Yes, where the app route is available.

Can I forward calls to my normal mobile?

Yes, where PSTN forwarding is supported.

Does forwarding use Call Credit?

The onward PSTN call leg can use Call Credit or another applicable calling allowance.

Can I route calls to Receptionist?

Yes, on supported numbers.

Can I route calls to AI Assistant?

Yes, on supported numbers with an active AI setup.

Is voicemail a direct Where calls go option?

SimBuster voicemail-to-email is handled through supported Receptionist call flows rather than being treated as a normal direct app/PSTN/AI destination.

What is a missed-call email?

It is an email alert when an app-routed call is missed because the device or app could not be reached as expected, including no usable data coverage.

Is a missed-call email the same as voicemail?

No.

What happens if I have no mobile data?

The app may not ring. A missed-call email can alert you where the relevant conditions are met.

What is KYC?

KYC is identity, address or business verification required for regulated phone numbers.

Does every number need KYC?

No. Requirements vary by country and number type.

What are the KYC steps?

The typical flow is Information, Documents if required, Agreement if required, Submit and Review.

How long does KYC review take?

A typical review can take around 1–2 business days, although some providers or countries can take longer.

Can a number require a local address?

Yes.

Can a number require a business?

Yes. Some number types are business-only.

What happens if KYC is rejected?

Correct the requested information or document and resubmit.

Can I buy several numbers?

Yes, subject to account, country, regulatory and availability conditions.

How do I keep a number?

Renew or extend it before expiry.

What is Auto Renew?

It allows SimBuster to attempt automatic renewal when the number becomes due.

What happens if I turn Auto Renew off?

Automatic renewal is disabled. The number remains active until its current expiry, then can expire unless you manually renew it.

Does Auto Renew guarantee renewal?

No. Payment or compliance problems can still cause renewal to fail.

Can I extend a number manually?

Where the Extend option is available, yes.

Can an expired number always be recovered?

No. Act quickly and contact support if an important number expires.

Can I port my existing number into SimBuster?

Port-in is handled through a support ticket and depends on number eligibility.

Can I port a SimBuster number out?

Port-out is handled through a support ticket and the gaining provider’s process.

Should I cancel my old provider before porting in?

No. Keep the service active until the port completes.

Should I let a SimBuster number expire during a port-out?

No.

What information is needed for porting?

It can include number, provider, account holder, service address, account reference, proof of ownership and authorisation.

Can I return a phone number?

Only within the applicable return conditions. The key rule is within 24 hours with no call or SMS usage.

Can I return a number after using it?

No under the unused-number return rule.

Can I buy a number, try OTP and return it?

Do not use the service that way. OTP acceptance is not guaranteed, and call/SMS usage affects return eligibility.

Can I use SimBuster for bulk spam calls?

No.

Can I use SimBuster for spam SMS?

No.

Can I use a number to impersonate another business?

No.

Can I spoof caller ID?

No. Use only caller IDs made available to your account and that you are authorised to use.

Can misuse cause a number to be suspended?

Yes. Abusive, unlawful or prohibited use can lead to restriction, review or suspension.

What should I do if my app is not ringing?

Check the number route, internet connection, notifications, battery restrictions and missed-call email.

What should I do if the number is pending?

Check KYC, documents, payment and review status.

Why is my SMS not working?

Check the exact SMS capability of the number and whether the issue is incoming, outgoing or third-party verification.

What should I do if my number is about to expire?

Turn on Auto Renew or use Extend/manual renewal before the expiry date.

Related SimBuster guides

• Make and receive calls, use caller ID, buy Call Credit and send supported SMS

  
  Go to Calling & SMS

• Build a visual IVR and route callers to departments, voicemail, AI or external phones

  
  Go to Receptionist

• Use an AI phone agent to answer and handle incoming calls

  
  Go to AI Assistant

• Use voicemail-to-email and understand missed-call email alerts

  
  Go to Voicemail

• Learn about renewals, Auto Renew, Call Credit, refunds and payment methods

  
  Go to Payments

• Fix activation, routing, SMS, forwarding and renewal problems

  
  Go to Troubleshooting