Why Does the Number Manager Portal Show Only a few numbers compared to the numbers active in my Billing Account?

Overview:

Customers using the Number Manager portal may encounter an issue where only a limited number of phone numbers (e.g., 5 numbers) are displayed in their account, despite having a larger number of active numbers. This discrepancy can cause confusion and concerns about account management and billing.

Solution:

The primary reason for seeing only a limited number of phone numbers in the Number Manager portal is due to the provider association. The Number Manager portal is specifically designed to manage numbers provided by a specific carrier. Therefore, any numbers on the your account not sourced from the carrier will not be displayed in this portal.

To view a complete list of all active numbers associated with your account, including those not on the Number Manager portal, follow the steps in the article: How to access the Billing Portal to view CDRs?

A secondary reason for seeing only a limited number of phone numbers in the Number Manager portal as the services associated with the numbers might be registered under a parent account (such as CityNumbers Account) or under another subsidiary account registered to the organization. To verify this, please get in touch with the Support Team.

Summary:

The discrepancy in the number of visible numbers in the NumberManager portal can be attributed to the numbers' provider and the organization's account structure in the portal. By accessing the billing portal with the provided details, users can view a complete list of active numbers.

FAQ:

1. Why would my numbers be under different accounts in the Number Manager Portal?
   • There could be multiple reasons:
     1. Some services can only be configured under the CityNumbers Account.
     2. An organization name change necessitated the generation of a new account however not all services associated with the old account were transferred to the new account.
     3. The old accounts were left unmanaged due to personnel change or perhaps because the credentials were lost or forgotten, leading to a lack of access and oversight.
2. How can I change my PIN?
   • Only the Support Team has the authorization to change the PIN. You can reach out to the Support Team and provide the six digit PIN you need to have updated.