Azure Communication Services (ACS) Phone Number Acquisition Issue – Australia

Question

Azure Communication Services (ACS) Phone Number Acquisition Issue – Australia

Lewis Laird 20

My Azure Communication Services resource has been configured on an eligible Pay-As-You-Go Azure subscription. The subscription billing location and ACS data location are both configured for Australia, the Microsoft.Communication resource provider is registered, and the account being used has Owner permissions on the Azure subscription.

However the "Get" phone number option is greyed out and I can't acquire any numbers.

This resource was provisioned via Dynamics Customer Service, I now need to acquire numbers in ACS first before I can continue the setup in Dynamics Customer Service.

Why is the "Get" option greyed out and preventing me from acquiring new phone numbers? I can't find any online documentation indicating why this would still be restricted.

Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-13T05:32:39.61+00:00

Hi @Lewis Laird

Thank you for contacting us about the Azure Communication Services (ACS) Phone Number Acquisition issue. We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-13T05:58:20.18+00:00

Hi @Lewis Laird

I have validated this scenario in my test environment and was able to acquire a phone number successfully for the Australia location. The "Get" button is available and functioning as expected.

Before we proceed further, could you please confirm whether all the required prerequisites and eligibility requirements have been met on your side? This will help us determine if there are any environment-specific factors contributing to the issue.

Reference :

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-acs-resource

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/telephony/get-phone-number?tabs=windows&pivots=platform-azp-new

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/phone-number-management-for-australia

Thank you, and I look forward to your confirmation.

Answer accepted by question author

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Your answer

Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-13T05:32:39.61+00:00

Hi @Lewis Laird

Thank you for contacting us about the Azure Communication Services (ACS) Phone Number Acquisition issue. We have begun looking into it and will share our suggestions with you as soon as possible. If you have any additional details or concerns in the meantime, please let us know. We appreciate your patience while we work on this.
Praneeth Maddali 12,670 Reputation points Microsoft External Staff Moderator

2026-07-13T05:58:20.18+00:00

Hi @Lewis Laird

I have validated this scenario in my test environment and was able to acquire a phone number successfully for the Australia location. The "Get" button is available and functioning as expected.

Before we proceed further, could you please confirm whether all the required prerequisites and eligibility requirements have been met on your side? This will help us determine if there are any environment-specific factors contributing to the issue.

Reference :

https://learn.microsoft.com/en-us/dynamics365/customer-service/administer/voice-channel-acs-resource

https://learn.microsoft.com/en-us/azure/communication-services/quickstarts/telephony/get-phone-number?tabs=windows&pivots=platform-azp-new

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/phone-number-management-for-australia

Thank you, and I look forward to your confirmation.

Answer 1

Praneeth Maddali 12,670 Microsoft External Staff Moderator

Hi @Lewis Laird

We reached out to the customer through Teams and worked with them to perform the necessary troubleshooting steps. Based on the customer's confirmation, the issue is now resolved.

As the reported issue has been successfully mitigated and no further assistance is currently required, we are proceeding with case closure.

Thank you for your cooperation. If you encounter any further issues or have additional questions in the future, please feel free to reach out. We will be happy to assist.

Lewis Laird 20 Reputation points

2026-07-13T06:23:22.91+00:00

Issue was resource was created via Dynamics rather than directly in Azure Portal. Creating the resource in Azure Portal directly allows the Get button to be selected.