Manage private phone lines
Review a line's status before you rely on it. Keeping a number, routing calls, and paying for renewal are separate concerns.
Open it
On desktop or mobile, open Settings → your agent's name → Manage number under Your private line. Select the line you want to inspect.
Read the status
| Status | What to check |
|---|---|
| Active | The line is available for supported calls, subject to account and carrier conditions. |
| Paused | Calls are stopped; keeping the number can still incur renewal charges. |
| Pending release | The line is scheduled to be given up on the date shown. |
| Past due or payment needed | Follow the payment or recovery action before access is lost. |
| Trial ending or held | Review the deadline and payment method needed to retain it. |
Use the exact status and next billing or release date in your account. Plan limits determine how many lines can be active; owning a number does not necessarily make it active.
Name and choose the primary line
Use a private nickname such as Work or Personal to distinguish lines. Set the intended active line as Primary for outbound caller ID. If it is paused, released, or otherwise unavailable, review the active alternatives before the next call.
Active inbound lines can receive calls independently of which line is primary. A nickname is for your organization, not a new number or identity guarantee to the caller.
Pause or resume
Choose the offered pause control to stop calls while retaining the line. Read the confirmation because billing can continue. To resume, make sure the plan's active-line limit and payment state allow it, then confirm the line returns to Active.
Use Release or recover a line when you want renewal to stop. Pausing is not cancellation.
Forward calls from your existing number
Your agent's Settings page also offers Forward calls to your agent. Follow the carrier-specific instructions shown and test the result. Forwarding is configured with your carrier; removing a Zinley app does not necessarily undo it. Turn forwarding off with the relevant carrier instructions when you no longer want it.
Verify a change
Make a short test call, then check History → Calls. If it fails, record the line, status, caller number, time and timezone, and what the caller heard. Keep payment and recovery questions in private support.