Microsoft has no Response to my Request for Adding an Australia Phone Number for ACS

Question

Microsoft has no Response to my Request for Adding an Australia Phone Number for ACS

WorkingBear 0

My company's app is using ACS for sending SMS of OTP login verification. Since 1st of July, Microsoft requested user to add a local phone number for using in a country. That means our non-Australia phone number cannot be used. We submitted 2 TN tickets for in a month and there is no response until now. We are forced to choose other SMS service if the issue cannot be resolved.

Can anyone tell me what happen and how to solve it?

Santhi Siruvuri 0 Reputation points Microsoft External Staff Moderator

2026-09-09T17:34:52.72+00:00
Hi @WorkingBear ,

Based on the Azure Communication Services (ACS) documentation, SMS capabilities and phone number availability are subject to country-specific regulatory requirements. For Australia, number acquisition and SMS usage are governed by local telecommunications regulations, and Microsoft may require an Australian local/mobile number or an approved sender configuration before SMS traffic can be enabled to Australian recipients. This is a compliance requirement rather than a limitation of your application.

If you have already submitted TN acquisition requests, the provisioning and regulatory review are handled by the ACS Telephony Number Services team. Unfortunately, approval and number assignment cannot be completed through the Azure portal when additional regulatory validation is required.

My recommendation would be:

Verify that your Azure subscription billing location is eligible for acquiring Australian numbers.

Review the Australia-specific ACS phone number requirements.

Follow up on your existing TN requests through the TNS support channel and reference the previously submitted case numbers so the team can investigate the delay.

Recommended Documentation:

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

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/concepts

Please let us know if this helps or need more assistance on this issue. Thanks

Your answer

Santhi Siruvuri 0 Reputation points Microsoft External Staff Moderator

2026-09-09T17:34:52.72+00:00

Hi @WorkingBear ,

Based on the Azure Communication Services (ACS) documentation, SMS capabilities and phone number availability are subject to country-specific regulatory requirements. For Australia, number acquisition and SMS usage are governed by local telecommunications regulations, and Microsoft may require an Australian local/mobile number or an approved sender configuration before SMS traffic can be enabled to Australian recipients. This is a compliance requirement rather than a limitation of your application.

If you have already submitted TN acquisition requests, the provisioning and regulatory review are handled by the ACS Telephony Number Services team. Unfortunately, approval and number assignment cannot be completed through the Azure portal when additional regulatory validation is required.

My recommendation would be:

Verify that your Azure subscription billing location is eligible for acquiring Australian numbers.

Review the Australia-specific ACS phone number requirements.

Follow up on your existing TN requests through the TNS support channel and reference the previously submitted case numbers so the team can investigate the delay.

Recommended Documentation:

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

https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability

https://learn.microsoft.com/en-us/azure/communication-services/concepts/sms/concepts

Please let us know if this helps or need more assistance on this issue. Thanks