Release a phone number
What happens when you release a number, who can do it, and why it can't be undone.
Releasing a number gives it back to the carrier and unwinds everything Hey Quad set up for it. It's the only way to remove a number from your account short of cancelling the org.
Who can release a number. Owners and admins, and anyone whose role includes Buy, port and release phone numbers.
What happens, in order
Releasing a number runs the same sequence every time:
- 911 is turned off for the number. If it was any location's emergency callback number, that location loses its callback number and its 911 status drops back to not enabled.
- The texting campaign is detached. The number stops sending and receiving SMS/MMS immediately.
- Call routing is removed and the number is unbound from the calling platform. Inbound calls to it stop working the moment this step completes — there's no grace period.
- The number is returned to the carrier.
If a step was already off (say, the number never had 911 turned on), it's simply skipped.
Before you release
- This can't be undone. Once a number is released, it goes back to the carrier, and you may not be able to get the same number back.
- Calls and texts stop the moment you confirm. There's no delay for callers to notice the number is gone — make sure nothing still points customers at it (voicemail greetings, a website, printed materials) before releasing.
- Billing stops at the next billing cycle, not immediately — releasing mid-cycle doesn't produce a prorated refund for the days already used.
Ported-out numbers release automatically
If you're moving a number to another carrier, you don't need to release it yourself. Once the port-out completes, Hey Quad releases the number on your behalf — see Moving your numbers away (porting out) for the full port-out process.
How to release a number
Open Phone numbers, click the number, and click Release at the bottom. You'll be asked to confirm — read the warning before clicking through, since this step can't be reversed.
Common gotchas
- A number with an active call flow or extension routing still releases. Nothing blocks you from releasing a number that's in active use — double-check what's routed to it before you confirm.
- Releasing doesn't cancel your org. If you're closing the account entirely, see Moving your numbers away (porting out) for the account-closure steps, or contact support.
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