Manage Accounts

Accounts represent individual organizations or business units within your DialStack platform. Each account has its own users, devices, phone numbers, and settings.

Viewing Accounts

Platform admins can see all accounts via the Accounts section on the platform detail page. The list shows each account's name, email, region, timezone, and creation date.

Each account also shows its Account ID (acct_…) beneath the name. Account names do not have to be unique, so a customer with several sites may run three accounts all called "Smile Dental"; the Account ID is what tells them apart. It is the same identifier the API returns and webhooks send, so it is also the value to quote when raising a support request about a specific account.

The full ID, with a button to copy it, is on the account's own page under Account Information.

You can search by it as well. The account search box matches the ID the same way it matches names: paste a whole ID, or type any part of one, including a run of characters from the middle. Fragments shorter than three characters are treated as an ordinary name search.

Creating an Account

1. Navigate to Accounts and click New Account.

2. Fill in the required fields:

   • Name — A display name for the account (e.g., "Acme Inc.")
   • Account Mode — Choose Live or Sandbox
   • Email — Contact email for the account. Required — at creation it establishes the account owner and is used to send the onboarding invite (see Onboarding). Afterwards it is an ordinary contact address you can change at any time, or clear entirely; changing it never changes who owns the account. Note that clearing it leaves the account incomplete for onboarding purposes.
   • Primary contact name — The account owner's name (required).
   • Main Location — The account's address (required). It becomes the account's main location — the default location used for emergency (911) calling and for tax and fee jurisdiction — so a single-site account is set up correctly the moment it's created, with no separate step. To move the account later, edit that location's address on the account's Locations tab rather than here.
   • Pricing — Monthly rates agreed with the customer (required, see below)

3. Optionally configure:

   • Hardware — Phones to ship with the account (optional, see below)

   Telephony settings — extension length, timezone, call transcription, recording, sensitive-data redaction, parking timeout, and emergency-call notification recipients — are configured after creation from the account's detail page (the Telephony and Locations tabs). New accounts start with the platform defaults.

4. Click Create Account. Owner email, primary contact name, the main-location address, and pricing must all be filled in first — the button validates them and won't proceed until they're provided. A confirmation dialog then asks how to finish:

   • Create & send invite — create the account and immediately email the owner their onboarding invite.
   • Create account — create the account without sending an invite; you can send it later from the account's Onboarding card.

   You are then redirected to the new account's detail page.

Ordering Hardware

When creating an account, you can add hardware line items — pick a phone model from the catalog and set a quantity for each line. A few rules apply:

• Each model appears on at most one line — adjust the quantity instead of adding the same model twice.
• Orders are limited to 10 line items.

Cordless (DECT) handsets must be associated with a base station to work. If your order includes handsets without one, the form shows a reminder — order a base station too unless the customer already has one on site.

Hardware is optional, but it can only be ordered during account creation — there is no ordering flow afterward. To add or modify hardware after the account is created, contact DialStack.

Pricing

When creating an account, record the monthly rates agreed with the customer, in USD:

• Per-User Rate
• Per-DID Rate — per phone number
• Per-VoiceAI Location Rate

All three rates are required to create the account. These rates are used to compute the account's taxes and fees, so they must be kept accurate. Rate changes take effect at the start of the next billing period.

You can update these rates at any time after the account is created — open the account detail page and edit the Pricing card, or change them in the account's edit form. Each rate must fall within DialStack's approved range. If you need to set a rate outside those ranges, contact DialStack support.

Onboarding

Because the account's address (its main location) and pricing are captured at account creation, an account is ready to onboard as soon as it exists. You invite the account owner by email — a link to sign in and start onboarding. The subscription agreement must be accepted by the account's owner — the single person who holds the owner role on that account. An account admin is not enough: admins can see the agreement and that service is blocked until it is accepted, but only the owner can accept it. Platform and support admins cannot accept on a customer's behalf through their platform-level access either. The one exception is a person who genuinely is the owner of that specific account, whatever else they also are — they may accept it themselves. If the owner cannot be reached, contact DialStack support rather than looking for another admin to sign.

Sending the invite

You can send the onboarding invite:

• At creation — choose Create & send invite in the confirmation dialog, or
• Later — open the account detail page and, in the Onboarding card, click Send the invitation email.

Sending the invite requires the account to have an owner. Every account created through the portal gets one from the email you supply at creation, so this is normally already true; the Onboarding card tells you if the account has no owner, which needs support to resolve — the contact email is not the owner, so editing it will not establish one. The invite always goes to the owner's own address, which is not necessarily the account's contact email — if you have since changed the contact email, the invite still reaches the owner. Once sent, the card shows that the invite was emailed along with the owner's current invite status.

Onboarding status on the account list

The Accounts list shows an Onboarding column for each account:

• Not invited — no invite has been sent yet.
• Awaiting acceptance — the invite was sent; the owner hasn't signed in yet.
• In Progress — the owner is working through onboarding; a small ring shows how far along they are.
• Complete — the account has finished onboarding.

Resending the invite

If the owner loses the email, resend it — a fresh link is emailed and the old one stops working. You can resend from either:

• The Onboarding card on the account detail page, or
• The Resend onboarding invite action on the Accounts list row (shown only while an invite is outstanding).

Subscription-agreement (SSA) coverage

Live accounts must accept the Service Subscription Agreement before they can place any calls — including 911. The Accounts list surfaces where each account stands with an Agreement column:

• Signed — the account has accepted the current agreement; the acceptance date is shown beneath the badge.
• Unsigned — a live account that has not accepted yet (or accepted an older version that has since been updated). These accounts are blocked from all calling until they accept.
• Not required — a sandbox or demo account. These are never prompted for the agreement.

Use the Agreement status filter above the list to isolate a single group — for example, Unsigned to see every live account still blocked from calling.

Live vs. Sandbox accounts

Every account runs in one of two modes — Live or Sandbox — and the mode is locked at creation.

• Live accounts connect to the real telephone network. Calls place and ring real phones, text messages go to real handsets, and everything is billable.
• Sandbox accounts are completely isolated from the real world. They exist so you can explore the platform, build integrations, or run demos without affecting a live customer and without a phone bill.

Nothing you do in a sandbox — placing a call, ordering a number, sending a message — touches real carriers or real phones. Sandbox actions do not affect live accounts, and live accounts do not see sandbox activity.

Sandbox phone numbers are not dialable

Phone numbers in a sandbox account are synthetic. They follow the reserved format +1AAA555‑01XX (North American 555-01XX range), which the telephone industry reserves for fictional use. Two quick ways to recognize a sandbox number:

• The seven digits after the area code begin with 555 (not a real exchange).
• The line portion is in the 0100–0199 range.

Calling a sandbox number from a real phone will not reach DialStack — the call will fail at the originating carrier. Sandbox numbers can only be used within the sandbox itself.

Editing an Account

1. Navigate to the account detail page from the Accounts list.
2. Click the Edit button in the Account Information card.
3. Update any editable fields.
4. Click Save Changes.

Account Limits

The Account Limits controls on the account's Telephony settings are visible only to platform admins. They cap how much an account can consume and act as spend and abuse guardrails:

• Phone Number Limit — the maximum number of phone numbers the account can hold (1–1000, default 25). It applies both to buying numbers and to porting them in — creating a port order, or adding numbers to one — and an order that would take the account past the limit is rejected. The count includes numbers a port order has reserved but not yet completed, so a port in flight uses up the allowance; released numbers don't count. Raising the limit unblocks a rejected order, and so does releasing numbers the account no longer needs. Recovering a previously released number counts as acquiring one, so it is refused at the limit too.
• Inbound Fax Limit and Outbound Fax Limit — the maximum number of faxes accepted or sent per rolling hour across the account (1–1000, default 25). Faxes beyond the limit are rejected.

Each field shows the account's effective value (the default when unset). Edits save automatically. Account admins can see the rest of the Telephony settings but neither see nor change these limits.

Managed AI Agent

Also in this platform-admin section is the Managed AI Agent control, which overrides the platform-wide default (see Platform Settings) for this one account:

• Inherit — follow the platform default.
• Show — always offer the managed AI agent for this account.
• Hide — never offer it for this account.

Like the platform-wide setting, hiding only affects creating new managed agents; existing ones keep working. Only platform (and super) admins can see or change this control.

Default Outbound Caller ID

The Default Outbound Number setting controls which phone number appears as the caller ID on outbound calls from this account. By default, the system uses the first available outbound-enabled number.

To set a default:

1. Open the account settings page.
2. In the Default Outbound Number dropdown, select a phone number.
3. The change is saved automatically.

Individual users can override this default from their user detail page. See Managing Users for details.

Deleting an Account

1. Open the account settings page.
2. Click Delete account.
3. Confirm the deletion.

warning

Deleting an account is permanent and removes all associated users, devices, phone numbers, and data.

Switching Between Accounts

Use the account picker in the top navigation bar to switch between accounts. All account-scoped pages (Users, Devices, Phone Numbers, Locations) automatically reflect the selected account.