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Most number problems are one of three things: availability in the area code you searched, a payment that did not go through, or a number that bought correctly but was never attached to an agent. The first two happen before the purchase, the third after it.

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Start here

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No numbers available in my area code

Why this happens. Availability comes from the carrier and changes daily. A popular city area code can be empty one morning and have numbers by the afternoon. Fix it. Search a neighbouring area code, or another city in the same region. To your customers a number from the next town reads as local, which is usually good enough. Still stuck. Try again later in the day before assuming it is permanent, and tell support@brilo.ai which area code you need if nothing appears at all.

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The country I want is not available

Why this happens. Some countries require documents or a local presence before numbers can be sold there, and a few are not available at all. Fix it. See Change your country or region for what each country needs. If yours needs documents, that is a one time step rather than a block. Still stuck. If you already own a number in that country, importing it avoids the purchase restriction entirely. See Use your existing number.

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Buying failed or was declined

Why this happens. The payment did not complete. A declined card does not hold the number, so it stays available to everyone else while you sort it out. Fix it. Check the card on your billing page, then buy again. Search fresh rather than retrying the same number, which may have gone. Still stuck. If your card is fine and the purchase still fails, send support the time of the attempt and the number you tried.

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I bought a number but calls do not reach my agent

Why this happens. A number does nothing on its own. It has to be attached to an agent, and that agent has to be live on a paid plan. Fix it. Open the agent, go to Deployment, and check the number is attached. See Turn your agent on. Still stuck. Ring the number yourself. If it rings and nothing answers, see My agent is not answering.

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My imported number still rings my old phone

Why this happens. You forwarded rather than imported, and the forwarding has not taken effect, or the import did not finish. Fix it. For forwarding, check the setting saved at your provider and that it points at your Brilo number. For an import, confirm every step completed. See Import a phone number from Twilio. Still stuck. Some providers forward only after a set number of unanswered rings. Check whether yours is set to forward always.

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I cannot release a number

Why this happens. Numbers are usually still attached to an agent, and releasing one that is in use would stop calls without warning. Fix it. Detach the number from the agent in Deployment, then delete it from your phone numbers list. Still stuck. Remember a released number cannot be recovered and may be taken by someone else, so keep any number you have advertised even if it is idle.

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FAQ

Availability comes from the carrier and changes daily, so an empty area code in the morning may have numbers later. Search a neighbouring area code in the meantime: to customers it still reads as local.
The payment did not complete. Check your card on the billing page, then search again rather than retrying the same number, since a declined purchase does not reserve it.
Because it is not attached to an agent yet, or the agent is not live. Attach it in the Deployment tab and confirm you are on a paid plan, then ring it yourself.
Some countries need documents or a local presence before numbers can be sold there. See Change your country or region, and consider importing a number you already own in that country instead.
It is probably still attached to an agent. Detach it first, then delete it. This is deliberate: it stops a number that is taking live calls from being released by accident.
The number in question, what you were trying to do, the time you tried, and the country and area code you searched. That is enough to find the attempt in our records without any back and forth.