In this article:

⚠️ Issue Summary

International forwarding can fail in a few places: the destination does not save, calls stop forwarding after working earlier, or the destination disappears from the phone number. Each has a different cause and fix.

🧪 Symptoms

• Save Changes is unavailable after entering an international number
• A message reads "Contact customer service to activate" followed by a rate
• A message reads "Calls to +[prefix] are not supported"
• A message reads "Please use the format" followed by a country format
• A message reads "Please enter a valid telephone number" or "Enter a complete phone number"
• International forwarding worked before and stopped
• The destination field is empty after a rate change email

🛠 Fix Steps

Activation Message

1. Contact support and request international forwarding on the account.
2. Wait for support to confirm.
3. Enter the destination again on the Calls tab of the phone number.
4. Click Save Changes.

Format Message

1. Read the format shown in the message.
2. Enter the number in that format, with a plus sign and the country code.
3. Click Save Changes.

▶️ See Manage International Call Forwarding ⚙️

Unsupported Message

1. Enter a different destination number. The destination is blocked, so changing the format does not help.
2. Look up the destination on the International Rates page to confirm it is not supported.

▶️ See International Rates 📖

Forwarding Stopped After Working

1. Check whether the account was locked for inactivity or too many failed login attempts. A lock turns international calling off.
2. Contact support to turn international calling back on.
3. Open the Calls tab of the phone number and confirm the destination is still set.

Destination Removed

1. Check email for a rate update notice. A destination that becomes unsupported is removed from the phone number.
2. Enter a new destination on the Calls tab and click Save Changes.

📨 Escalation

Contact support if:

• A destination still does not save after support confirms enabling
• A correctly formatted number is rejected
• Forwarding stops with no lock and no email notice
• Charges look different from the rate shown

▶️ See Contact Customer Support 📖

🔗 Related Links

• International Call Forwarding Overview 📖

• Manage International Call Forwarding ⚙️

• International Rates 📖