E911 (Enhanced 911) makes sure that when someone dials 911 from your phone system, emergency responders receive the caller's physical location — the dispatchable address — instead of just a phone number. Because Voice is a VoIP service, a number isn't tied to a fixed location the way a traditional landline is, so you must tell the system where each number is physically used.
This article covers why E911 is required, how to register and validate a dispatchable address, how to assign it to your numbers, how to fix validation failures, and how to keep addresses current.
Why E911 Is Required
FCC regulations require VoIP providers to deliver an accurate, dispatchable location for every number that can place calls. If a number has no valid E911 address, a 911 call from it may not reach responders with usable location information.
Practically, this means every number you use for calling should have a validated E911 address assigned. Numbers without one may be flagged in the compliance view. Registering addresses is an admin task — only users with the owner or admin role can create, edit, or assign E911 addresses.
Step 1 — Register a Dispatchable Address
- Go to E911 in the Voice admin panel and add a new address.
- Enter the physical location where the phone(s) will actually be used:
- Street address (required)
- Suite / unit / floor (the extended address line, if applicable)
- City (required)
-
State (required — use the two-letter code, e.g.
TX, notTexas) - ZIP / postal code (required)
- Country (defaults to US)
- Label — a friendly name so you can recognize the location later (e.g. "Austin HQ").
- Save. The address is submitted to the carrier for validation.
The address must be a real, verifiable street address. P.O. boxes are not accepted.
Step 2 — Validation
After you submit an address, it is validated against the carrier's address database. Each address carries a validation status:
- Pending — submitted and awaiting validation. Some addresses take time to fully validate.
- Validated — confirmed as a usable dispatchable address. Only validated addresses can be assigned to numbers.
- Failed — the address could not be confirmed. The failure reason is recorded so you can correct it.
You cannot assign an address to a number until it reaches validated status.
Step 3 — Assign the Address to Each Number (Per-DID)
E911 is assigned per phone number (per DID) — each number must point at the address where that number's phone is physically located.
- Go to E911 and open a validated address.
- Assign the phone number(s) that live at that location.
- Save. The assignment is registered with the carrier so a 911 call from that number resolves to the address.
A single validated address can serve many numbers at the same location. Assign each number to the address that matches where its phone actually sits.
Address-Validation Failures and Fixes
If an address comes back failed, the recorded reason usually points to one of these:
| Problem | Fix |
|---|---|
| Street name or number not found | Check for typos. Use the official street name and the exact house/building number. |
| Wrong or missing unit | Add the suite/floor in the extended address line when the location has one. |
| State entered as full name | Use the two-letter state code (TX, not Texas). |
| ZIP doesn't match the city/street | Verify the ZIP against the postal record for that street address. |
| P.O. box used | Use a real, physical street address — P.O. boxes can't be dispatched to. |
After correcting the address, save it again to resubmit for validation. Editing the street, city, state, or ZIP of a validated address returns it to pending until it re-validates — so always re-check the status after an edit.
Multiple Locations and Remote Workers
If your organization spans more than one site:
- Create one address per physical location and validate each.
- Assign every number to the address where its phone is actually used.
- For remote or work-from-home users, register the address where they physically work (often their home), so a 911 call from their line resolves correctly.
Keeping Addresses Current
E911 is only useful if it reflects where phones really are. When anything moves, update it:
- Moving offices: create and validate the new address first, reassign all affected numbers to it, then remove the old address.
- Remote workers relocating: update their registered address to the new location.
A safety rule is built in: you cannot delete an address while numbers are still assigned to it. Unassign or reassign those numbers first. This prevents accidentally leaving a number with no dispatchable location.
FAQ
Why can't I assign my address to a number yet? Only validated addresses can be assigned. If yours is still pending or failed, wait for validation or fix the failure reason first.
My address validation is stuck on pending — what should I do? Some addresses take longer to fully register. Give it time, then re-check. If it stays pending well beyond that, verify the address details are correct and contact support.
Do I need an E911 address for every single number? Yes — any number that can place calls should have a validated dispatchable address assigned. Numbers without one may be flagged as non-compliant.
Can I reuse one address for several numbers? Yes. If multiple phones are at the same physical location, assign all of their numbers to that one validated address.