International Services FAQs
    • 19 Mar 2024
    • 3 Minutes to read
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    International Services FAQs

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    Article summary

    Dialpad's international services offer businesses a simple and reliable method of communication to tap into new markets. Calling rates apply when making international calls from an office outside the designated country. Office credits are used for outbound and inbound international calls, toll-free line calls, and messaging to international numbers. Free calls can be made within the US, Canada, and to other Dialpad users in the same country as the office. International calls may not go through if international services are not enabled on the account. International numbers can be added as forwarding numbers, but charges apply. International texting may not always be successful due to carrier restrictions. When traveling internationally, it is recommended to enable HD calling for cost savings and better call quality. Faxing is only supported in the US and Canada. Calls to certain high-cost jurisdictions are disabled by default to prevent toll fraud, but customers can request enabling them in writing. Calling satellite phones requires additional feature activation.

    Customers are increasingly buying products from the other side of the globe – which creates a huge opportunity for businesses to sell in new markets. International communication should be as seamless as local communication and Dialpad's international services offer companies a simple, cost-effective and reliable method of communication to ensure all your leads are actions, your T's crossed and I's dotted. 

    Let's go over some common questions regarding our international services. 

    When do calling rates apply?

    If you are in an international office calling any other country outside your office designation, then calling rates apply.   

    You can always check our current rates at

    When are credits used?

    Your Office's credit balance will be charged anytime team members:

    • Place any outbound international calls
    • Receive any inbound calls to toll-free lines associated with your Office
    • Place or receive calls while on a Ai Sales or Dialpad Contact Centre license
    • Sending messages to international numbers from your US or Canadian Dialpad number 
    Due to international carrier restrictions, Dialpad cannot guarantee a successful delivery of international messages.

    What countries can I call for free?

    You can place calls for free to:

    • any number within your country
    • the US and Canada
    • any other Dialpad user

     “Your country” is defined by the country of the Dialpad office you’re in, NOT by your caller ID or the dept/Contact Center you are dialing on behalf of.

    As an example, a user in a UK office will be able to make calls within the UK for free but will get charged per minute for calls to Australia regardless of the phone number used or the department/Contact Center a call is made through.


    Charges do vary between plans. For example, a Ai Voice user can call anywhere in the USA (including AK and HI) without cost. However, users on a Ai Sales plan will be billed. 

    Ai Sales and Contact Center users are charged for local, as well as international calls

    Calls to other countries will be charged per minute at the following rates.

    How come my international calls aren't going through?

    Before your team can start placing international calls, or send international messages, Admins will need to enable international services on their account, as well as add credits

    Can I add an international number as my forwarding number?

    Yes! You can add an international number as a forwarding number. Please note, that you will be charged to have personal calls forward to an international number - you can check out the rates here

    Can I text internationally?

    Yes and no. Dialpad will try to deliver your international texting, but due to international carrier restrictions, we cannot guarantee a successful delivery of international messages.

    However, you can still message your team members in Dialpad if they are in another country.

    What call settings should I set when traveling internationally?

    When traveling internationally, make sure to set your inbound and outbound mobile call settings to Enable HD Calling. Beyond avoiding spikes in charges from your carrier, other benefits of HD calling include:

    • WiFi calling when cell reception is spotty
    • Free international calling to other Dialpad users
    • Full access to call controls (hold, transfer, record, etc.)

    Learn more about HD calling.

    Can I send an international fax?

    Dialpad supports faxing in the US and Canada only.  

    I've enabled International Services, and I have Call Credits, but I can't seem to call a specific country — why?

    Dialpad helps protect its customers from potential toll fraud by disabling calls to certain high-cost jurisdictions by default. Because enabling service to these areas creates a risk of potentially very high usage fees if there is misuse by customer employees or breaches of customer security, we ask customers to submit a request in writing to customer service to enable calls to a given high-cost jurisdiction. This ensures that customers are aware of their responsibility for the security and oversight of their usage, as well as for all usage fees generated by access to their system, whether authorized or unauthorized.

    Reach out to Dialpad Customer Support to see if we can enable calling to your desired country.

    Can I call a Satellite phone?

    Yes, but due to the high per-minute costs of calling satellite phones, you'll need to reach out to Customer Support to enable this feature. 

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