Track every phone number you've ordered or are porting to AVOXI, from the moment you place the order until the number is live. This guide shows you where to find your orders, what each status means, and how to upload any documents a country requires, including how AVOXI's AI document review checks your documents in about 30 seconds.
Before you begin
You need Admin or Provisioning User permissions to see orders and upload documents. If these options are missing, ask your account Administrator to update your role in Users.
Find your orders
In AVOXI Genius, select Numbers in the left-side menu.
Select the Orders tab.
Choose a view:
Orders in Progress shows every order that is still active.
Order History shows completed and canceled orders.
At the top of the list you'll see a quick summary: your total orders, products and numbers, and how many orders need action.
In Orders in Progress, your orders are split into two sections:
Action Required is pinned to the top. These orders need something from you, such as a document.
In Progress lists orders that AVOXI and our carrier partners are working on. No action is needed.
From this page you can also search your orders, download your order list as a CSV file, and refresh the list. Hover over an order number to see when it was placed, who placed it, the order total, and its reference number.
Note: If you ordered several numbers together, they're grouped under one order. If even one number in that order still needs attention, the whole order stays in Action Required until every number is resolved. Completed or canceled single-number orders stay visible for 7 days before moving to Order History.
View completed and canceled orders
Select Order History to see the archive of all complete and canceled orders, including the date each order was closed.
View an order's details
Select the order name in the Order Summary column.
Review the status banner at the top of the page. It shows the current status, what it means, and the estimated lead time or delivery date. Select View Order Status Flowchart to see every stage your order will go through.
Review Order Details: order number, reference number, ordered, fulfilled and in-progress numbers, who placed the order and when, and how many documents are still pending upload.
Open Numbers to see the status and delivery date of each number in the order.
Scroll to Documentation to see which documents are needed, their status, and a progress bar showing how many are complete.
To return to your order list, select Back to Order Summary.
Understand your order status
Each order shows one status. Hover over a status to see a short explanation.
No action needed: AVOXI and our carriers are working on it
Action required: we need something from you
When an order needs action, we also email you with a link to your Orders page.
Final statuses
Delivery dates
All dates use the YYYY-MM-DD format (ISO 8601).
Early in an order, you'll see an Estimated Lead Time in business days (for example, 30 business days after the carrier approves your documents).
As the order progresses, this becomes an Estimated Delivery Date, then a Confirmed Delivery Date (or Confirmed Port Date) once the carrier commits.
If the status is Information Required, the date shows as Unavailable until you provide what's needed.
Upload required documents
Many countries require documents, such as proof of address or a letter of intent, before a number can be activated. You upload them from the order.
Open the order from the Action Required section.
Scroll to Documentation. Documents still needed show a Pending status.
Select Attach Document next to the document you want to add.
Review the requirements at the top of the Attach Document window. It shows the document type, number type and country, plus a checklist of what the document must show (for example, Document issued within 90 days or Not a P.O. box). Select Learn More for the full country requirements.
Choose how to add your document:
Upload New: drag your file into the upload area, or select it to browse. Supported formats are .pdf, .jpg, .png and .csv, up to 10 MB.
Select From Library: pick a document you've already submitted to AVOXI.
Leave Allow AI to scan document turned on for the fastest review, or turn it off to request a manual review (see How AI document review works below).
Select Analyze.
How AI document review works
AVOXI's AI document review checks your document against the exact requirements for that country and number type while you're still on the page. You'll usually have an answer in about 30 seconds, so you can fix any issue right away instead of waiting for an email.
While the document is checked, you'll see Reading Document, Extracting Data and Analyzing Document. Each requirement in the checklist turns green as it passes. Large documents (50+ pages) can take a little longer.
If every requirement passes, the document is approved automatically and added to your order. You'll see the document marked Valid with its country, number type and expiry date. Select Done.
If the AI can't clearly approve the document, you'll see guidance on what to fix, such as an unreadable scan, cut-off corners, an expired document or a name that doesn't match your account. Upload a corrected document and try again.
If the document still can't be approved automatically, it's sent to the AVOXI team for manual review. You don't need to do anything. We'll notify you of the outcome.
Once all documents on an order are approved, your order moves forward automatically.
See how a document was reviewed
In the Documentation table, documents approved by AI show an AI-Reviewed badge. Hover over it to see the date and time of the review. Documents AVOXI added for you from your previously approved documents also show the date they were auto-selected. Use the icons next to each document to replace, download or remove it.
Common reasons a document isn't approved
Note: AI document review uses a private, internal AVOXI model. It isn't generative AI and doesn't create or change your documents; it only reads and checks them. You can always turn off Allow AI to scan document to have a person review your document instead. If the toggle is grayed out, AI scanning is managed for your whole account. An Administrator can change it in Settings > AI Controls.
Replace or remove a document
While a document is being reviewed, you can replace it with a new file or remove it from the order using the icons next to the document in the Documentation table. A replacement is checked again automatically.
If a document is declined
If AVOXI or a carrier declines a document after it's submitted, the order moves to Information Required (or Port Declined for ports) and a note explains what needs to change, for example: "Your document has expired; please upload a current utility bill." Open the order and attach a new document.
Track your numbers before they go live
Numbers appear on the Active Numbers tab as soon as they're assigned or porting starts, so you can get set up early.
Before activation
The number is grayed out with a Not Active tag and an orange icon.
You can set up Forwarding Rules now, so calls route correctly the moment the number goes live.
Number testing and bulk actions are turned off until activation.
TrueLocal numbers that need local regulatory approval stay in this state until all compliance checks are complete.
After activation
The number is no longer grayed out, turns green, and shows a Newly Ported or Fully Active tag.
The number is fully working, billing starts, and you can make and receive calls.
Cancel an order
Orders can't be canceled in the portal yet. To cancel a pending number or order, contact your Account Manager and they'll take care of it for you.
Need more help?
Our support team is here for you. Email support@avoxi.com or call +1 (770) 937-9735.
