---
title: "Cannot Reassign Phone Numbers or Extensions"
slug: "cannot-reassign-phone-numbers-or-extensions"
updated: 2026-03-20T21:27:19Z
published: 2026-03-20T21:27:19Z
canonical: "kb.connecttoteams.com/cannot-reassign-phone-numbers-or-extensions"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.connecttoteams.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Cannot Reassign Phone Numbers or Extensions

## Issue

You are attempting to reassign a phone number or extension that were previously assigned to another user.

## Possible Cause

In many cases, the users in question may not have been fully deleted—they might only be **disabled**. As a result, the system still retains their phone number and extension assignments, preventing reuse until proper deletion and synchronization occur.

## Resolution Steps

Follow these steps to resolve the issue and reassign the phone number and extension:

1. **Check for Disabled Users**

Navigate to the list of disabled users to confirm if the user account is still in a **disabled** (not deleted) state. Refer to this guide for step-by-step instructions: [List Disabled Users](/v1/docs/manage-users#list-disabled-users)
2. **Delete the Disabled Users**

Once confirmed, [proceed to delete the disabled users](/v1/docs/add-configure-delete-users#disable-and-delete-users). This action releases the associated phone numbers and extensions.

> [!NOTE]
> User Deletion Behavior
> 
> The outcome of deleting a user depends on who performs the deletion:
> 
> **Deleted by Enterprise Admin** The user is deleted immediately in the ConnecttoTeams Enterprise Portal.
> 
> **Deleted by Provider (without** [**‘Allow Management by Service Provider’ consent**](/v1/docs/granting-consent-to-providers-to-perform-enterprise-provisioning)**)** The deletion is treated as a ***soft delete***. The Provider can **Restore** the user during this window, provided the Enterprise Admin has not yet logged into the Enterprise Portal.
> 
> ⚠️ **Important:** Once the Enterprise Admin logs into the Enterprise Portal, the soft-deleted user deletion is completed and can no longer be restored.
3. **Reassign the Phone Number and Extension**

Once sync is complete, you should be able to successfully reassign the phone number and extension to a new or existing user.

---

## Additional Note

- System syncs might take a few minutes**,** depending on your organization's size.