Setup a toll-free phone number ACS with my Microsoft for Startups account

James Franco 20 Reputation points
2026-07-13T17:40:24.4+00:00

I am trying to setup a toll-free phone number for my application, and I was told that my Microsoft for Startup subscription (with credits) is not eligible to purchase a phone number. I created a second subscription that is Pay-as-you-Go type and created my ACS resource with that subscription. I still am seeing the "Get" button disabled and unable to start the process. I am living in the West US so we should be eligible. Please help me as this is needed for our MVP launch and we're aware of the delays to get verification.

James

Azure Communication Services
Answer accepted by question author
Abhinaba Das 115 Reputation points Microsoft External Staff Moderator
2026-07-14T21:19:35.2066667+00:00

Hi @James Franco

The issue was related to the billing profile associated with the Azure subscription. Although a new Pay-as-you-Go subscription had been created, it was still connected to the existing billing profile that included the Microsoft for Startups credits. As a result, the Get option for purchasing an Azure Communication Services phone number remained disabled.

The issue was resolved by starting with a new billing setup:

  1. A new billing profile was created.
  2. A new Pay-as-you-Go subscription was created under the new billing profile.
  3. A new Azure Communication Services resource was created using the new subscription.
  4. The Get option for acquiring a phone number then became available.

In this case, creating a new subscription alone was not sufficient because it was still associated with the billing profile containing the startup credits. Creating a separate billing profile and Pay-as-you-Go subscription resolved the issue.

Microsoft documentation confirms that Azure Communication Services phone numbers require an eligible paid Azure subscription, cannot be acquired using Azure free credits, and are subject to the subscription’s billing location. Pay-as-you-Go is listed as an eligible agreement type for US toll-free and local numbers.

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  1. James Franco 20 Reputation points
    2026-07-19T12:41:27.7233333+00:00

    This has been resolved. Starting from scratch and creating a new billing profile, subscription etc. fixed the problem. Previously my new attempts was still pointing to my billing profile that included the startup credits.

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  2. Alex Burlachenko 25,285 Reputation points MVP Volunteer Moderator
    2026-07-14T07:53:05.3766667+00:00

    hi James Franco & thx for sharing urs issue here at Q&A portal,

    If the Get button is still disabled after creating a new Pay-As-You-Go subscription and a new ACS resource, then it's likely not related to the Microsoft for Startups subscription anymore. I'd verify a couple of things like be sure the ACS resource was actually created under the new PAYG subscription (not just the resource group). See you're signed into the correct tenant and subscription in the portal. Check whether the Get button is disabled only for toll-free numbers or for all phone number types.

    If all of those look correct and you're located in the US, then this is likely a backend eligibility or provisioning issue rather than a configuration problem.

    Given that your MVP launch depends on this, I'd open an Azure support request so the product team can investigate the subscription directly. This isn't something that can typically be resolved from the portal if the Get option never becomes available.

    rgds,

    Alex

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  3. Christos Panagiotidis 3,551 Reputation points
    2026-07-14T07:44:10.3766667+00:00

    Hi James, since you already created the ACS resource under an active pay-as-you-go subscription and confirmed a US billing location, the next thing I would check is the ACS resource's data location and whether the subscription has completed commerce verification—not just the Azure deployment region. Also verify your account has Contributor on the ACS resource and an appropriate billing role. If the Get button remains disabled in a clean browser session, capture the browser network error and open an Azure Communication Services support case with the resource ID, subscription offer type, billing country, and UTC timestamp. The phone-number inventory/eligibility team can see the backend reason; do not create more ACS resources or new subscriptions while they investigate.

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