I'm following a tutorial on personalized routing in Amazon Connect and am stuck at the "Claim a phone number" step. After selecting the United Kingdom as the region and trying either a toll-free number or a DID, I receive the error: "The allowed limit for claimed phone numbers has been exceeded for your instance."
The phone numbers page shows no results, and I'm fairly sure this personal development account has only one Connect instance with no previously claimed numbers. I also thought new instances included one phone number by default. What could be causing this, and how can I resolve it?
3 Answers
This can happen even when the instance has never claimed a number. The service limits documentation notes that this error may require support to fix, often because the account or region has a phone-number restriction related to fraud prevention. Open a support case with the Connect instance ID and the region you want to use.
Request an increase for the phone numbers-per-instance quota through support, and explain that you need a number for a development tutorial. This has happened with newer accounts before, and support was able to clear the restriction.
Some regions, including certain locations outside the United States, may not be enabled automatically. A support request specifying the instance and United Kingdom region is usually the right next step. If you’re only testing the tutorial, you could also try another region, since availability and limits can vary by region.
I ran into the same issue on a fresh account. Support resolved it, although it took a few days and some back-and-forth.
The account is a few years old, but I’ll still contact support since it sounds like the restriction can occur regardless of account age.