International Services (FAQs)

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 by visiting dialpad.com/rates.

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 Dialpad Sell or Dialpad Contact Centre license
  • Sending messages to international numbers from your US or Canadian Dialpad number 

What countries can I call for free?

If you're a Dialpad Talk user, you can call the United States, Canada, and the local country of your Dialpad office for free. For e.g. If you're in a Dialpad office that is setup as an office in Germany, you can call the Germany, United States, and Canada for free. Calls placed between these countries are considered domestic calls, meaning your Office's balance won't be charged. 

Dialpad Sell and Contact Center users are charged for local as well as international calls. 

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! We currently allow users in US and Canadian Dialpad offices to send international text messages. 


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.

What countries can I call for free?

You can place calls for free to:

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

Your Office's balance won't be charged for those calls. Calls to other countries will be charged per minute at the following rates.

Note that “your country” is defined by the country of the Dialpad office you’re in, NOT by your caller ID or the dept/Call 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/call center a call is made through.

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