Frequently Asked Questions (FAQ)

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What is a virtual number and how does it work? Top

A virtual number—also called a DID—is a local phone number in a chosen country. Incoming calls to it can be forwarded to your SIP phone, landline, mobile, or voicemail, allowing you to appear local even when you’re abroad.

How do I choose and subscribe to a virtual number? Top

Simply sign up, pick the desired country, city and type, and select from the available numbers. You can receive unlimited incoming calls for a fixed monthly fee and optionally set up forwarding or outgoing services. Here is a quick guide to make things easy Quick Setup guide

Can I forward incoming calls to my mobile or landline? What are the costs? Top

Yes. Forwarding to a phone incurs per-minute forwarding charges as specified in the international calling rates table. You can activate temporary forwarding via *73 or use a permanent “Follow Me” setup.

How do I make outgoing calls using the service? Top

You can make calls from registered SIP device or DISA numbers. If dialing recent numbers isn’t working, verify your softphone status (“Ready” or “Error”) and check account settings (username, password, SIP server).

Are SMS capabilities available with virtual numbers? Top

Yes — some mobile-type virtual numbers support incoming SMS. Once set, messages are auto-forwarded to your registered email or phone. Note: delivery depends on international routing and acceptance by third parties (e.g. Gmail, WhatsApp).

How can I manage voicemail or change voicemail settings? Top

Voice mailbox settings can be changed by dialing *97 from your extension, or using the web-based Voice Mailbox management portal with your login credentials.

How does billing and service cancellation work? Top

The service auto-renews monthly unless canceled from your account portal. Billing is processed at the end of the prior month. To cancel, simply login to your account your user details, locate the unneeded service in your account and cancel it.

How many concurrent calls does each number support? Top

By default, landline numbers support up to two simultaneous incoming calls (“dual-channel”) unless otherwise arranged. Multi-channel options (5 channels packages) can be quoted on request. Mobile numbers support single incoming call, Toll-free type of number has no channel limitations.

Are there any restrictions or penalties? Top

Yes — deposits are non-refundable, minimum call durations apply, and misuse such as spam or fraud related activities risks account suspention and $120 fine (e.g. if a number is returned marked as spam on Truecaller). See full Terms of Service for details here: https://www.israelnumber.com/tos/.

What support options are available if I encounter issues? Top

Sales queries: Email Sales@israelnumber.com or Whatsapp +972559494073

Technical support: Email Support@israelnumber.com or Whatsapp +972559664944

Or call Mon–Thu, 9:00–17:00 (GMT+3) +972‑3‑9707000 (Tel Aviv), +44‑20‑34119518 (London), or +1‑646‑6930062 (New York)

Can I use my virtual number to register on WhatsApp, Facebook, Gmail, or other online services? Top

Yes, many customers have successfully used their IsraelNumber virtual numbers to register for services such as WhatsApp, Facebook, Gmail, Telegram, and others. However, we cannot guarantee that these platforms will accept the number, as acceptance is entirely at their discretion and subject to their internal policies.

Why might my virtual number not work for WhatsApp or other platforms? Top

Some online services block or limit verification via VoIP or virtual numbers. While mobile-type virtual numbers are more likely to be accepted, we do not have any business relationship with these third-party platforms and cannot influence their acceptance policies.

Are SMS and voice verification codes supported for registration with these services? Top

In most cases, yes — if your number supports SMS or voice, incoming verification messages can be forwarded to your email or external phone number, verification calls can be forwarded to your phone or SIP endpoint.

What type of virtual number is best for online service registration? Top

If your goal is to register on messaging or social media platforms, we recommend choosing a mobile-type number (where available), as these are more commonly accepted than landline-type DIDs.

Will you refund my purchase if the number is not accepted by WhatsApp or other services? Top

Unfortunately, no. As we cannot control the behavior or policies of third-party platforms, we do not provide refunds if a number is not accepted for registration by these services. We encourage users to test the service first or contact us for guidance before ordering.

I can’t call out after installation? Top

1. Does your softphone display show “Ready”? If it does, it might point to a temporarily server problem. Please try again in few minutes.
2. If your softphone display shows “Error”, please check your account settings details (User name, Password, SIP server address)

What are the needed dialing rules when calling Israel, USA or other countries? Top

– To call a number in Israel, you should dial the Israeli area code + the number, for example 04+5567899 (for Haifa).
– To call a mobile number in Israel, you should dial the mobile carrier code + the number, for example 052+5567899 (for Cellcom).
– To call a number in the USA, you should dial 00 + 1 + the state code + the number, for example 00+1+305+ 2008898(for USA / FL).
– To call a number in any other country (other then USA), you should dial the country code + the city code + the number, for example 00+39+0016774 (for Australia, Melbourne).

I am a Vonage user, can I use their gateway to make and receive calls from your numbers? Top

you can receive the calls, at no extra cost over the fix monthly cost, to a device with our account settings on. If you currently have a Vonage box which you use, unless you can install our account settings on it, you can not accept incoming calls from us on it.

What charges would I pay for Call Forwarding to my mobile number? Top

Our service gives you the option to forward calls to a standard phone number (mobile/land). You can temporarily set the Call Forwarding by dialing *73 from your device; or, we can set a permanent Follow Me to your number if your device didn’t answer.
In such a scenario, you will incur additional per-minute charges for calls being forwarded to this number. The exact per-minute cost of the forwarded calls can be viewed, by destinations at: International per-minute calling rates.

How do I change my Voice Mailbox settings? Top

You can modify your Voice Mailbox settings by dialing *97 from your extension. To modified any of the VM (Voice Mailbox) settings via the web portal, please enter Voice Mailbox management portal. Please access the web-portal using the Username & Password supplied to you at registration time.
Using this tool you can modify and view many details, including:
– Modify your password.
– View messages archive.
– Modify email forwarding address.