DuoNumber support

Help with your second line.

Find answers about calls, texts, numbers, credits, subscriptions, and your account.

Calls, texts & numbers

What is DuoNumber?

DuoNumber gives you a second phone number on your iPhone for work, listings, travel, or everyday conversations. Keep your existing SIM and main number. Availability of numbers and destinations depends on the country and carrier.

What can I try before paying?

You can test a temporary number for 5 minutes with one free outgoing call of up to about 2 minutes. The test is available once per phone and requires no purchase. It is not a subscription free trial. A paid number and usage credits are required afterwards.

How do credits and incoming calls work?

Monthly plans provide credits for number rental, calls, and supported outgoing texts. Rates vary by destination. Monthly plan credits expire at the end of the month; separately purchased credit packs do not expire. Incoming calls are included for subscribers; without an active subscription, incoming minutes use credits. There is no unlimited calling or texting.

How does number renewal work?

Your number is rented for a month and renews using credits. Keep enough credits available and check its renewal details in the app. If renewal is not funded, the number may be released and may not be recoverable. Managing a rented number and canceling an Apple subscription are separate actions.

Why can’t I make or receive a call?

Check your internet connection, confirm your rented number is active, and check your credit balance. Allow microphone access in iPhone Settings so the other person can hear you. Try another connection if possible. Incoming calls use the familiar iPhone call screen, including when the app is closed. If the issue continues, contact us with the time, time zone, destination country, and any error message. Premium-rate destinations are not supported.

Can I send texts to US or Canadian numbers?

Sending SMS to US and Canadian (+1) numbers is not available. Receiving SMS from +1 numbers is supported. You can send SMS to supported destinations; carrier restrictions may apply. MMS, picture messages, and group messaging are not supported.

Why haven’t I received a text or verification code?

Check that your rented number is active and that the sender used the correct number and country code. Virtual numbers may not receive verification codes from every service, and delivery is not guaranteed. Check notification permission if a message appears in the app without an alert. Contact us if ordinary incoming SMS continues to fail; do not send the verification code itself.

Can I call someone without sharing my contacts?

Yes. Contacts access is optional. You can type a number in the dial pad instead. Microphone permission is needed for calls. Notification permission controls message alerts and reminders; incoming calls use Apple’s call system.

Can I use DuoNumber for emergency calls?

Do not rely on DuoNumber for emergency calls. Use your regular phone service instead. DuoNumber does not replace your SIM or regular phone service.

Subscriptions & billing

How do I cancel my subscription?

Open Settings on your iPhone.
Tap your name, then Subscriptions.
Select your DuoNumber subscription.
Tap Cancel Subscription and follow Apple’s confirmation steps.

You can also open your Apple subscriptions. Cancellation stops future renewal. Check the expiration date shown by Apple. Deleting DuoNumber or your account does not cancel a subscription, and cancellation does not automatically refund previous charges.

What if I can’t find the subscription or Cancel button?

Check which Apple Account appears on the purchase receipt and use that account. If Apple shows an expiration message or no Cancel button, the subscription may already be canceled. Follow Apple’s cancellation guide if you cannot find it.

How do I request a refund?

Sign in to reportaproblem.apple.com with the Apple Account used for the purchase.
Choose “Request a refund” and select a reason.
Select the DuoNumber purchase and submit your request.

Apple decides whether a purchase is eligible. See Apple’s refund guide. Requesting a refund and canceling future subscription renewal are separate actions.

My purchase or credits are missing. What should I do?

Check that you are signed in to the correct DuoNumber account and the Apple Account used for the purchase. Use a restore-purchases option if available. Consumable credit purchases may not be restorable through Apple’s restore process. If the issue remains, contact us with the purchase date and a description of what is missing. Avoid making duplicate purchases while the issue is being investigated.

What happens to my number when I cancel?

Canceling your Apple subscription stops future plan renewal. Number rental renews separately from credits. Check your number’s renewal and credit balance in DuoNumber. Without an active subscription, incoming calls use credits. An unfunded number may be released and may not be recoverable.

Account & privacy

How do I access my account on another iPhone?

Sign in using the same Apple, Google, or email sign-in method you used for your DuoNumber account. If you cannot access your numbers or plan, contact support and describe the sign-in method. Never share passwords or sign-in codes.

How do I delete my account or request my data?

Use the account deletion controls available in DuoNumber. If you cannot access them or need help with a data request, email our team. Deleting an account does not cancel an Apple subscription. Cancel renewal separately through Apple. See the Privacy Policy for details about your information and deletion.

How can I protect access to the app?

DuoNumber supports a 6-digit PIN lock and Face ID unlock. Keep your device and account secure, and never share your PIN or verification codes with support or anyone else.

Still need help?

Include your app version, iPhone model, iOS version, what happened, and any error message. For a call or text issue, add the approximate time and time zone, destination country, and whether it was incoming or outgoing. Mask private content in screenshots.