Ever spent too much time manually moving licenses from one office to another?
License pools completely automate license sharing between offices within the same company.
Instead of manual setup or purchasing a new license, Dialpad automatically checks for unassigned licenses across your company and transfers them seamlessly.
Let’s dive into the details
Who can use this
Office and Company Admins on all Dialpad plans and license tiers can manage license pools.
To enable the license pooling feature for your company, please contact your Customer Success Manager or our Customer Care team.
How the license pool works
Each company gets one license pool per currency. This means that all offices within the same company that share a billing currency will pull from the same pool.
For example, if you have offices billed in USD and others in CAD, you'll have one dedicated USD pool and one dedicated CAD pool.
Supported currencies include:
United States Dollar (USD)
Japanese Yen (JPY)
Canadian Dollar (CAD)
Australian Dollar (AUD)
British Pound Sterling (GBP)
New Zealand Dollar (NZD)
Euro (EUR)
Transfer license
Dialpad automatically checks the pool whenever an office needs a license that would otherwise require a new purchase. This includes:
Purchasing a user license
Creating a new user
Purchasing a fax license
Purchasing a phone number license
Tip
If an office already has available, unused licenses locally, Dialpad will always use the unused license first before checking the pool.
When you check out, a message will say X from pool. This just means you're reusing extra licenses your company already owns instead of paying for brand-new ones.
License pool restrictions
Before turning on License Pools, review these key rules:
Restriction | Details |
|---|---|
Bundles only | License pools are only available for bundle plans, not legacy non-bundle plans. |
Currency-partitioned | Licenses can only move between offices sharing the exact same billing currency (e.g., you can't move a license from a USD pool to a EUR pool). |
Same pricing required | All plans sharing a pool must have identical pricing configurations. If prices mismatch, purchases will fail. |
All or Nothing | Once enabled for a currency, every plan using that currency automatically participates. You can't opt out of individual plans. |
One-way transition | Turning on license pools cannot be undone without an engineering data migration. |
License pooling
Most standard bundle licenses support pooling. Standard user licenses (Connect, Sell, etc.), add-ons (like Global Unlimited Calling), and fax licenses are all poolable by default.
The following licenses cannot be pooled:
Agentic AI
Recurring Credits
Omnichannel Session
Speech IVR Session
Local Presence (Top 100 & All)
Autoreach (CM Standard, Pro, & CM Enterprise)
License pool billing
Assigned licenses | Unassigned licenses |
|---|---|
Offices continue paying for the licenses assigned directly to their users. | Any unused licenses resting in the pool are temporarily charged to your oldest active plan for that currency. Because of this, the primary office might show charges for a license that is "in transit" to another office. |
Note
A license is billed only once. It's charged either to the office using it or to the shared license pool when it's not assigned.
Frequently asked questions
Why didn't my license move right away?
License changes aren't always instant. To keep license counts accurate and prevent conflicts, the system briefly holds licenses during certain actions, such as purchases, when new units are created, or while other updates are being processed. If you don't see the change right away, wait up to 30 minutes before troubleshooting.
What happens when a user is deleted or changes their license?
The license becomes unassigned and is automatically returned to the pool. After its 30-minute grace period has cleared, it’s completely free to be claimed by any other office in the company.
Will I be charged extra for using License pools?
No. Transferred licenses are ones your company already owns. You only pay for a new license if the pool is empty and can’t cover the gap.
A purchase failed. What should I check first?
First, make sure all plans using the same currency have matching pricing. Then, check that the license type supports pooling and that there aren't any pending reservations still holding the licenses.