Toll-free numbers: who pays, and do they work abroad?

Who pays for what?

• The business renting the number pays the number and inbound service charges under its plan.
• A caller's experience depends on the country, originating network and applicable plan; mobile or international restrictions may matter.
• Outbound calls, forwarding and other features have their own prices. Toll-free does not make every action on the account free.
• Check your actual inbound rate and rental before advertising the number to customers.

Recognise the relevant number range

In the North American Numbering Plan, active toll-free prefixes include 800, 888, 877, 866, 855, 844 and 833. The digits after different prefixes identify different numbers; changing 800 to 888 does not reach the same business.

Other countries have their own toll-free ranges. A national toll-free number is also different from an international +800 Universal International Freephone Number. The number you select must match the countries and callers you want to serve.

Can customers call from abroad?

Do not assume a domestic toll-free number is available internationally. A foreign carrier may not route it, or its charges may differ. Customers on some mobile networks may also have restrictions.

For an international audience, consider publishing an ordinary international-format contact number alongside the toll-free option. Explain which audience each number is intended for.

Choose a number for your business

1. Identify where most callers are located and compare local and toll-free options.
2. Check the number's call capability, inbound price, rental period and required documents.
3. Review forwarding or voicemail settings if you use them; include the relevant usage costs in your budget.
4. Confirm access from the networks important to your customers before relying on it as the only contact number.

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