On this page
Releasing a Phone Number
How to release a phone number from your Voley account, what happens when you do, and what to consider first.
Important: Releasing a phone number is not reversible. Once released, the number returns to the carrier pool and may be reassigned to another business. Contact our support team to discuss your options before proceeding.
Overview
Releasing a phone number removes it from your Voley account. You might consider this if you're closing your account, switching to a different number, or no longer need SMS capabilities on a particular line.
To protect businesses from accidental releases, this is an assisted process handled by our support team. There is no self-serve release button — this is intentional to prevent accidental loss of a number your clients recognize.
Before You Release
Consider these points carefully before requesting a release:
You will lose the number permanently
Once released, the number goes back to the carrier pool. There is no guarantee you can get it back.
Active conversations will be affected
Contacts who have your number saved will no longer be able to reach you via text at that number.
Your 10DLC registration stays intact
Releasing a number does not cancel your 10DLC campaign. You can register a new number under the same campaign later.
Consider hosting reversal instead
If your number is hosted (not ported), we can simply remove SMS routing and return the number to your carrier — no release needed.
How to Release a Number
To release a number, contact our support team. We'll verify your identity, confirm the request, and process the release.
Steps:
- 1
Email support
Send a request to support@voley.us with your organization name and the phone number you want to release.
- 2
Confirm your identity
A team member will verify you are an authorized administrator on the account.
- 3
Review and confirm
We'll explain what happens to your active conversations and consent data, and ask you to confirm the release.
- 4
Processing
We process the release with the carrier. This typically completes within 1–2 business days.
What Happens After Release
- The number is removed from your Voley account immediately.
- Existing conversation history is preserved in your account for your records.
- Contacts can no longer text you at that number — messages will fail to deliver.
- Your 10DLC campaign registration remains active and can be used with a new number.
- Consent data (opt-in/opt-out records) is preserved for compliance purposes.
Hosted Numbers: A Better Option
If your number was hosted (SMS routing only, voice stays with your carrier), you don't need to release it. We can simply remove the SMS routing and return full control of the number to your existing carrier.
This is non-destructive — you keep the number, and you can re-host it with Voley in the future if needed.
Not sure if your number is hosted or ported? Check your Phone Number settings or ask our support team.
Frequently Asked Questions
Why can't I release the number myself?
Releasing a number is irreversible and affects your ability to communicate with clients. The assisted process ensures you understand the implications and have a chance to explore alternatives (like hosting reversal) first.
Can I get my number back after releasing it?
Generally, no. Once released, the number returns to the carrier pool. In rare cases, if you act quickly, we may be able to recover it — but this is not guaranteed.
Will I lose my conversation history?
No. All conversation history, contact data, and consent records are preserved in your account even after releasing a number.
How long does it take?
Once confirmed, the release typically processes within 1–2 business days.
Get Help
Ready to release a number, or have questions about your options? Reach out and we'll help you figure out the best path.