Can't get a phone number on an Azure Communication Service resource

Thanks for testing that so quickly, and let me correct something in my earlier reply — you are right to push back.

"Microsoft Azure Plan" is the Microsoft Customer Agreement (MCA) plan, and MCA is already an eligible agreement type for acquiring phone numbers, alongside CSP, Enterprise Agreement and Pay-As-You-Go. That is also why the portal only offers you "Microsoft Azure Plan" when you create a new subscription — under an MCA billing account there is no separate Pay-As-You-Go offer to choose. So your subscription type is very likely not the blocker, and my earlier suggestion would not have changed anything. Apologies for sending you down that path.

The fact that a brand new subscription plus a brand new ACS resource behaves identically is actually the most useful data point we have. It tells us the block is not on the subscription object itself but one level up, on the billing account or the billing location. There are two documented causes that produce exactly this behaviour, and both survive creating a new subscription:

1. Billing location. Phone numbers can only be acquired when your Azure billing address is in a supported country, and each destination country additionally restricts which billing locations may buy its numbers. This is a regulatory restriction, not a portal bug. The full supported list is here: https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability
2. Billing profile funded by credits. If the billing profile behind your subscriptions carries Azure credits, sponsorship, startup credits or Azure Prepayment, number purchase stays blocked. Creating a new subscription under that same billing profile does not lift it. In a previous case with the same symptom the fix required a new billing profile, then a new subscription under it, then a new ACS resource.

To tell these apart without more guesswork, could you send me the following:

1. Your billing country. In the Azure portal go to Cost Management + Billing, select your billing account, then Properties, and share the Sold-to country/region and the Billing account type.
2. The offer details of the new subscription. Subscriptions, select the new subscription, then Overview, and share the Offer and Offer ID values.
3. Which country and which number type you are trying to buy, for example United States toll-free, United Kingdom local, or a mobile number.
4. Your ACS resource data location. Open the ACS resource, then Overview, and share the Data location value.
5. Optional but very helpful: open the Phone numbers blade, press F12 to open browser developer tools, go to the Network tab, refresh the page, and look for a request containing countrycodeconfiguration. Share the response body. If every country comes back disabled, that confirms the block is applied at subscription or billing level rather than being specific to the country you picked.

One thing worth checking on your side in the meantime, since it costs you nothing: confirm you hold the Communication Service Owner or Communication Service Contributor role on the ACS resource itself. Being Owner on the subscription does not automatically grant those resource-level roles, and their absence can also grey out the Get option.

Once I have the billing country and the Offer ID I can tell you definitively whether this is a regulatory availability limit for your region, in which case I will point you to the special order route at https://pstnsd.powerappsportals.com/, or a billing profile issue we can work around.Thanks for testing that so quickly, and let me correct something in my earlier reply — you are right to push back.

"Microsoft Azure Plan" is the Microsoft Customer Agreement (MCA) plan, and MCA is already an eligible agreement type for acquiring phone numbers, alongside CSP, Enterprise Agreement and Pay-As-You-Go. That is also why the portal only offers you "Microsoft Azure Plan" when you create a new subscription — under an MCA billing account there is no separate Pay-As-You-Go offer to choose. So your subscription type is very likely not the blocker, and my earlier suggestion would not have changed anything. Apologies for sending you down that path.

The fact that a brand new subscription plus a brand new ACS resource behaves identically is actually the most useful data point we have. It tells us the block is not on the subscription object itself but one level up, on the billing account or the billing location. There are two documented causes that produce exactly this behaviour, and both survive creating a new subscription:

1. Billing location. Phone numbers can only be acquired when your Azure billing address is in a supported country, and each destination country additionally restricts which billing locations may buy its numbers. This is a regulatory restriction, not a portal bug. The full supported list is here: https://learn.microsoft.com/en-us/azure/communication-services/concepts/numbers/sub-eligibility-number-capability
2. Billing profile funded by credits. If the billing profile behind your subscriptions carries Azure credits, sponsorship, startup credits or Azure Prepayment, number purchase stays blocked. Creating a new subscription under that same billing profile does not lift it. In a previous case with the same symptom the fix required a new billing profile, then a new subscription under it, then a new ACS resource.

To tell these apart without more guesswork, could you send me the following:

1. Your billing country. In the Azure portal go to Cost Management + Billing, select your billing account, then Properties, and share the Sold-to country/region and the Billing account type.
2. The offer details of the new subscription. Subscriptions, select the new subscription, then Overview, and share the Offer and Offer ID values.
3. Which country and which number type you are trying to buy, for example United States toll-free, United Kingdom local, or a mobile number.
4. Your ACS resource data location. Open the ACS resource, then Overview, and share the Data location value.
5. Optional but very helpful: open the Phone numbers blade, press F12 to open browser developer tools, go to the Network tab, refresh the page, and look for a request containing countrycodeconfiguration. Share the response body. If every country comes back disabled, that confirms the block is applied at subscription or billing level rather than being specific to the country you picked.

One thing worth checking on your side in the meantime, since it costs you nothing: confirm you hold the Communication Service Owner or Communication Service Contributor role on the ACS resource itself. Being Owner on the subscription does not automatically grant those resource-level roles, and their absence can also grey out the Get option.

Once I have the billing country and the Offer ID I can tell you definitively whether this is a regulatory availability limit for your region, in which case I will point you to the special order route at https://pstnsd.powerappsportals.com/, or a billing profile issue we can work around.

Thanks