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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.

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.")
    • Email — Contact email for the account
    • Account Mode — Choose Live or Sandbox
    • Timezone — Select the account's timezone
  3. Optionally configure:
    • Extension Length — Number of digits for extensions (3-6)
    • Transcription Enabled — Enable call transcription for this account
    • Recording Enabled — Enable call recording for this account
    • Parking Timeout — How long a parked call waits before ringing back the parker, in minutes (1–60, default 5)
    • Billing Address — The account's billing address
    • Hardware — Phones to ship with the account (optional, see below)
    • Pricing — Monthly rates agreed with the customer (optional, see below)
  4. Click Create Account. You will be 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, you can record the monthly rates agreed with the customer, in USD:

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

Pricing is all-or-nothing: set all three rates or leave them all blank. You can also set pricing later from the Pricing card on the account detail page.

These rates are used to compute the account's taxes and fees, so they must be kept accurate. Pricing can only be set once — after that it becomes read-only. Contact DialStack to modify it; rate changes take effect at the start of the next billing period.

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). Number orders that would exceed this limit are rejected.
  • 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.

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.
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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.