Trying to purchase phone numbers in Azure Communication Services

Rand 40 Reputation points
2026-06-10T16:35:10.01+00:00

I'm trying to purchase a phone number in the Azure Communication Services service, it' just spins and spins saying "Loading..." for what looks like the Country/Region section of the page. Been sitting there for 15+ minutes. I created a NEW ACS in a new region, same thing. Tried it in a different PayGo subscription, same thing. Guessing there is something wrong with Microsoft's Azure Communications Service, but need to move this forward as we have a project we need to onboard this week!User's image

Azure Communication Services
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Answer accepted by question author
Chirag Gautam 80 Reputation points
2026-06-10T16:48:03.9533333+00:00

Based on the behavior described, this appears more likely to be a portal-side or service-side issue rather than a problem with a specific Azure Communication Services resource.

Since the issue persists across:

  • Multiple Azure Communication Services resources

Different Azure regions

Different Pay-As-You-Go subscriptions

it reduces the likelihood of a resource misconfiguration.

I would recommend checking the following:

Verify that the subscription is eligible for Azure Communication Services phone number purchases and that billing information is complete and valid.

Confirm that the desired country/region supports Azure Communication Services phone numbers and that there are no regulatory requirements pending approval.

Check whether there are any active Azure Service Health advisories or incidents affecting Azure Communication Services Phone Numbers.

Open the browser developer tools (F12) and inspect the Network and Console tabs while loading the Country/Region selector. Any failed API requests (4xx/5xx responses) may provide additional clues.

Test from an InPrivate/Incognito browser session and disable browser extensions to rule out client-side issues.

If the issue continues across subscriptions and tenants, create an Azure Support request with screenshots, subscription IDs, tenant IDs, browser details, and timestamps. This will help the Azure Communication Services engineering team investigate potential backend issues.

Given that multiple customers may be attempting phone number acquisitions simultaneously, there is also a possibility of a temporary service degradation affecting the phone number provisioning experience.

Please let us know if you observe any errors in the browser console or Azure Activity Logs, as that information could help narrow down the root cause.Based on the behavior described, this appears more likely to be a portal-side or service-side issue rather than a problem with a specific Azure Communication Services resource.

Since the issue persists across:

Multiple Azure Communication Services resources

Different Azure regions

Different Pay-As-You-Go subscriptions

it reduces the likelihood of a resource misconfiguration.

I would recommend checking the following:

Verify that the subscription is eligible for Azure Communication Services phone number purchases and that billing information is complete and valid.

Confirm that the desired country/region supports Azure Communication Services phone numbers and that there are no regulatory requirements pending approval.

Check whether there are any active Azure Service Health advisories or incidents affecting Azure Communication Services Phone Numbers.

Open the browser developer tools (F12) and inspect the Network and Console tabs while loading the Country/Region selector. Any failed API requests (4xx/5xx responses) may provide additional clues.

Test from an InPrivate/Incognito browser session and disable browser extensions to rule out client-side issues.

If the issue continues across subscriptions and tenants, create an Azure Support request with screenshots, subscription IDs, tenant IDs, browser details, and timestamps. This will help the Azure Communication Services engineering team investigate potential backend issues.

Given that multiple customers may be attempting phone number acquisitions simultaneously, there is also a possibility of a temporary service degradation affecting the phone number provisioning experience.

Please let us know if you observe any errors in the browser console or Azure Activity Logs, as that information could help narrow down the root cause.

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Answer accepted by question author
Golla Venkata Pavani 7,535 Reputation points Microsoft External Staff Moderator
2026-06-10T16:45:24.11+00:00

Hi @Rand

Thank you for reaching us regarding the issue you describe (Country/Region dropdown stuck on "Loading...") during phone number purchase in Azure Communication Services (ACS) is often tied to subscription eligibility and billing address requirements.

Key Requirements from Official Docs

  • Phone numbers can only be purchased on eligible paid Azure subscriptions (e.g., Pay-As-You-Go, Enterprise Agreement, etc.). They cannot be acquired on trial accounts, using Azure free credits, or certain sponsorship subscriptions.
  • Availability depends on your Azure subscription's billing address country/region and the ACS resource location. The portal's Country/Region selector loads options based on these

Steps to Purchase (Per Quickstart)

  1. Navigate to your ACS resource > Phone numbers in the left menu.
  2. Select Get to launch the wizard.
  3. Choose Country/Region (based on billing location) > Number type (Local or Toll-Free) > Search with filters (use case, capabilities for calling/SMS)

Recommended Actions for Your Deadline

  • Double-check your subscription's billing address and type in the Azure portal.
  • Try the purchase in a supported region matching your billing country.
  • If still stuck, open a support ticket via Help + support > New support request (select Azure Communication Services). Provide subscription ID, ACS resource details, and screenshots—reference the eligibility doc for faster triage.

Kindly let us know if the above helps or you need further assistance on this issue.

Please "accept" if the information helped you. This will help us and others in the community as well.

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  1. AI answer

    2026-06-10T16:35:31.3666667+00:00

    The phone number purchase wizard depends on subscription eligibility and service limits. If the Country/Region list never loads across different resources and subscriptions, the most common causes are:

    1. The subscription is not eligible to purchase ACS phone numbers (for example, trial or free-credit-only subscriptions).
    2. The subscription’s billing address is in a region where ACS phone numbers are not available.
    3. The tenant has already hit the ACS phone-number acquisition limits.

    To move forward:

    1. Confirm subscription type and eligibility
      • Phone numbers can only be acquired on paid Azure subscriptions; they cannot be purchased on trial accounts or using Azure free credits.
      • Verify that the subscription is one of the supported agreement types and has a billing address in a supported country/region. See the subscription eligibility and region rules in the phone number planning guidance and, for US numbers, the dedicated US management page.
    2. Check service limits for acquiring phone numbers
      • There is a limit of 1 phone-number purchase operation per Azure tenant and 5 search operations per week.
      • If these limits are exceeded, the portal experience may fail to load usable options. In that case, request a quota increase:
        • In the Azure portal, go to Help + Support → Create new support request.
        • Choose “Service and Subscription Limits (Quotas)” and select the subscription and quota type for Azure Communication Services phone numbers.
    3. Try an alternative acquisition path
      • If the portal wizard continues to hang, use the SDK/CLI path to search and purchase numbers instead of the portal UI. The Phone Numbers client libraries support:
        • Searching for available phone numbers.
        • Purchasing phone numbers from a search.
        • Releasing and updating capabilities.
      • This bypasses transient portal UI issues while still enforcing the same eligibility and quota rules.
    4. If still blocked
      • After confirming the subscription is eligible and limits are not exceeded, open a support request with Azure Support under Azure Communication Services, describing that the “Purchase phone numbers” blade never loads the Country/Region list for your tenant.

    For high-volume orders or if specific numbers are unavailable, use the documented special-order process from the phone-number quickstart.

    References:

    AI-generated content may be incorrect. Read our transparency notes for more information.

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