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How to Buy a Phone Number
How to purchase and set up a TrustPager phone number, including business identity verification, regulatory bundles, choosing how incoming calls are handled (AI voice agent, forwarding, or logging), outbound calling, and fixing voice registration issues.
A TrustPager phone number gives your workspace a dedicated Australian business number for SMS and voice calls. Contacts reply to a real number, every conversation is logged in your CRM, and your voice agents can use it for inbound and outbound calls.
Before you start
Australian regulations require you to verify your business identity before purchasing a mobile number. The process takes 5 steps and usually clears within a business day once submitted. Occasionally a bundle is rejected — if that happens, TrustPager will guide you through correcting and resubmitting it from the same page. Local and toll-free numbers have lighter requirements — the page will guide you based on what you select.
Set up your phone number
Go to https://app.trustpager.com/settings/phone. The page walks you through each step in order and automatically expands the next incomplete section as you go.
Step 1 — Add a business address
Enter your registered Australian business address. This is required for regulatory compliance. TrustPager validates the address format before saving it — make sure the street, suburb, state, and postcode are accurate.
Step 2 — Create a regulatory bundle
Enter your business name, ABN, contact email, and phone. TrustPager creates a regulatory bundle tied to your workspace. You only need to do this once — the bundle covers all future numbers of the same type.
Step 3 — Upload a supporting document
Upload a document that confirms your business identity — a utility bill, bank statement, or ASIC company extract works well. It must show your business name and address and be dated within the last 3 months.
Step 4 — Submit for approval
Once the address, bundle, and document are in place, submit the bundle for review. Approval typically takes 1–2 business days. The status will update automatically — you will see it change from Pending Review to Approved or, less commonly, to Rejected.
If the bundle is rejected, the reason will be emailed to the contact email you provided in Step 2. TrustPager does not display the rejection reason in the portal — your phone number provider's compliance team sends it directly. Check that inbox before resubmitting.
Step 5 — Search and purchase a number
After approval, search for available Australian numbers. You can filter by number type (mobile, local, toll-free) and search by area code or digit sequence. Each result shows the monthly cost and its capabilities (SMS, voice, MMS). Select a number and click Purchase — it activates immediately.
If your bundle is rejected
When your regulatory bundle is rejected, https://app.trustpager.com/settings/phone shows a rejection banner in place of the bundle creation form. The banner tells you the bundle was rejected and prompts you to update and resubmit.
Why the rejection reason is not shown in TrustPager
The rejection reason is set by your phone number provider's compliance team and is not passed back to TrustPager through the provider's API. The reason is emailed directly to the contact email you registered in Step 2. Check that inbox — the email will explain exactly what needs to be corrected.
Common rejection reasons
- Business name on the bundle does not match official records (e.g. ASIC registration)
- ABN does not match the registered business name
- Supporting document does not show sufficient proof of address
- Address format does not match what the provider's system expects
How to update and resubmit
Click Update & resubmit on the rejection banner at https://app.trustpager.com/settings/phone. The bundle creation form opens with your previous details prefilled. The bundle name will have "- Resubmission" appended so TrustPager can distinguish it from the rejected one in its records.
Correct whatever caused the rejection — most commonly the business name or ABN — upload a fresh supporting document if needed, and submit again. The flow is identical to the first submission. Once resubmitted, status returns to Pending Review and the rejected bundle disappears from view (it stays in TrustPager's records as history).
What your number can do
- SMS: Send and receive text messages from any contact or opportunity. All conversations are logged automatically.
- Inbound voice: Choose how incoming calls are handled — an AI voice agent answers, calls forward to another number, or calls are simply logged.
- Outbound voice: Voice agents can dial out using the number as their caller ID. One number can be the dial-from for several agents.
Call Settings — how incoming calls are handled
Open https://app.trustpager.com/settings/phone and click a number to open its settings page. The Call Settings card has one choice under "When someone calls this number":
- AI Voice Agent — an AI voice agent answers every incoming call. Pick the agent from the dropdown.
- Forward — incoming calls ring through to another phone number. Enter the destination in E.164 format (e.g.
+61399000890). - Just log it — calls are recorded in the number's activity; no agent answers and nothing is forwarded.
These three are mutually exclusive — a number either has an agent answering or forwards, never both. Switching to Forward removes the inbound agent automatically. Your choice saves on the spot; there is no Save button.
SMS is not affected. Call Settings only controls inbound voice. The same number keeps receiving SMS in your Inbox — SMS and voice use separate channels, so a number can forward voice calls and receive SMS at the same time.
Forwarding also works alongside outbound calling: a number can forward incoming calls while voice agents still use it to dial out. The only combination that isn't possible is an inbound agent and forwarding on the same number — the agent answers the call, so there is nothing to forward.
Outbound calls
A number's settings page has an Outbound calls section listing the AI voice agents that dial out from it — there can be more than one. It is read-only here because outbound is configured per voice agent (caller ID, call limits, and country rules). To set that up, see How to Configure Outbound Calling for Voice Agents. Inbound handling and outbound calling are independent of each other.
Who can change call settings
Anyone with phone management permission can change a number's call handling and forwarding. Team members without that permission can see the current settings, but the controls are read-only for them. Admins can see and manage every number in the workspace.
If a number shows "Register with voice provider"
When you open a phone number's details page at https://app.trustpager.com/settings/phone and see a Register with voice provider button, it means this number is not yet wired up for AI voice calls. Until it is registered, the number can still send and receive SMS, but voice agents cannot be bound to it and it cannot make or receive AI-handled calls.
Three situations trigger this state:
- The number was active before voice routing was introduced — it was never imported into the voice system.
- The number was purchased but the voice setup step failed silently at the time.
- A previous voice setup attempt encountered an error (the details page will show the error alongside the button).
Click Register with voice provider. TrustPager will import the number into the voice system, configure its voice routing setup, and set up the credentials needed for outbound dialling. The button changes to a spinner while this runs, then disappears once complete. You can then choose an inbound AI voice agent for the number, and agents can use it for outbound calls.
If the button appears again after a successful registration — for example, after an error is stamped on the number — click it again. The action is safe to repeat and will re-apply the full voice routing setup from scratch.
Note: If voice agents were already dialling from the number but outbound calls were failing, registering the number fixes that too. The registration step includes everything needed for the number to both receive and initiate voice calls.
Connect numbers from inside an agent
You can also manage a number's connection from the agent itself. Open the agent at https://app.trustpager.com/auto/voice-agents, click into it, and open the Channels tab. There you can connect or disconnect inbound numbers for the agent directly, and see which numbers it dials out from (outbound is set in the agent's outbound configuration). Each row links to the number's settings page.
Manage your number
Your active number appears at the top of https://app.trustpager.com/settings/phone. To release a number, contact support via https://app.trustpager.com/service-requests.
Troubleshooting
- Address validation fails: Use the full street address including unit/suite number. P.O. boxes are not accepted.
- Bundle stuck in review: Check your supporting document is clear, legible, and shows both your business name and the address you entered. If it has been more than 2 business days, raise a service request.
- Bundle rejected — I cannot see why: The rejection reason is not shown in TrustPager. Check the inbox for the contact email you registered in Step 2 — the email from your phone number provider explains the specific issue. Then click Update & resubmit on the rejection banner at https://app.trustpager.com/settings/phone.
- No numbers available for my area code: Try a broader search — leave the area code field blank to see all available Australian numbers.
- Forwarding option isn't available: A number that has an inbound AI voice agent can't also forward — the agent answers the call. Set Just log it or pick Forward (which clears the agent) under Call Settings first.
- Outbound shows "Not used for outbound calls": No voice agent has this number set as its dial-from yet. Set it from a voice agent's outbound configuration — see How to Configure Outbound Calling for Voice Agents.
- Voice agent will not bind to the number: Check the number's details page for a Register with voice provider button. If present, click it first — the number needs to be registered before any voice agent can be assigned to it.
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