FAQ and troubleshooting
Review common issues and find the next step without changing your account.
Landlines do not receive SMS
No billing cycle or payment method enables SMS on a landline. If needed, review a mobile offer that explicitly includes SMS before buying.
Check the subscribed features
The billing cycle alone does not guarantee SMS. Some mobile offers exclude it. Check the subscription and offer; do not buy another plan assuming a cycle enables SMS. Ask support first.
Check sender and number
Verify the area code and number format at the sending service. Some services do not accept virtual numbers. Keep the SMS tab open, check the right conversation and wait before requesting another code. If it persists, send support the number, sending service and time, never codes or passwords.
Configure forwarding
Open the number in Meus DIDs and confirm the destination before saving. Without forwarding, calls do not reach your phone or app.
Call credit and subscription are separate
Telephone forwarding requires prepaid credit and is billed per minute, including voicemail pickup. Check the dashboard rate. Topping up does not buy, renew or recover a number. Wait for confirmation before making another top-up.
Check the app registration
Use the number’s current credentials, server and transport from the dashboard. Verify softphone registration and connectivity. A forwarding change can invalidate the old setup. Never publish passwords or setup QR codes. For IP routing, check your service’s public IP and port.
Record a test for support
Verify the destination and area code, make a test and record date, time and behavior. Answered telephone-forwarded tests consume credit. Send those details to support, without SIP credentials or authentication codes.
Check supported destinations
Outgoing calls do not support international destinations, emergency numbers or 0800. Use 55 + area code + number for supported Brazilian destinations.
Do not pay again
Inspect the original order and billing page. Creating a QR, returning from the bank or accepting authorization does not prove payment, but a confirmed debit must be checked before retrying. Send support the order ID, time and receipt, without full card details or passwords.
Track the same order
Use only current instructions and confirm the payment and requested authorization at the bank. Do not create multiple payments to speed it up. Track confirmation on the order; a quote or created checkout does not activate the number.
Do not use an expired QR or link
Check the order and any debit before purchasing again. A pending reservation lasts at most 15 minutes and does not prove external cancellation or refund. A late-confirmed payment requires review and cannot replace another owner.
Use the recovery action in the dashboard
Pix Automático does not renew without accepted authorization. If Recuperar DID or Regularizar pagamento appears, review cycle and price before confirming. Ownership is checked again at completion: payment must be confirmed before actual release. If no action is available, contact support.
Recovery is not guaranteed after release
A billing date alone does not prove release, but a number no longer actively owned may be unavailable or assigned elsewhere. Ask support to verify before paying. Never use an old payment to try to restore ownership.
Check subscription and access
Check dashboard status, payments and any security review. Call credit does not regularize the subscription. During security review, follow the linked ticket; changing tokens or reinstalling does not remove restrictions.
Check token and header
Use Authorization: Bearer with a complete, active, unexpired token. MCP uses the same token and requires custom-header support; this connection does not provide OAuth. Never publish tokens in screenshots, URLs or shared prompts.
Check permissions and restrictions
Check scopes, number selection, current ownership, verification and SMS eligibility. Existing tokens do not gain scopes automatically. For account_security_review, stop retries and follow the review on the website; another token does not bypass it.
Respect account limits
Wait for Retry-After and inspect X-RateLimit headers. Limits are shared by the account. Reduce duplicate queries and polling frequency; do not switch tokens to try to increase quotas.
Read the state before retrying
For checkout, reuse exactly the same Idempotency-Key and payload after inspecting the order. SMS has no idempotency contract: do not automatically resend. For other writes, read the resource before deciding. Reads can use bounded retries with backoff.
MCP: a least-privilege read agent
Start with minimal permissions and downloadable examples. The files contain no credentials and do not buy numbers or send SMS. Configure secrets in your integration’s private environment.
Guided troubleshooting
Review common issues and find the next step without changing your account.