Phone numbers and number requests

Ask Lodgestory for new phone numbers from the Numbers page, complete Airtel's KYC for each one, and watch them go live on your account.

TL;DR

What it is — the Numbers page of a Lodgestory Voice account: the numbers you have, where calls to each one go, and Request numbers to get more (1 to 100 at a time, India accounts).

Who it's for — Account Owners and Admins of a Lodgestory Voice India account. Members never see requests or Aadhaar photos.

Top outcome — new numbers without email threads: one request with each holder's Aadhaar, a checklist for Airtel's self-KYC, and the numbers appear on the account the moment Lodgestory verifies them.

At a glance


Who can request	Account Owners and Admins, on an active Lodgestory Voice account in India.
How many	1 to 100 numbers per request; up to 5 open requests per organisation.
People	One person (one Aadhaar) can hold up to 15 numbers, so 16 numbers need at least 2 people, 31 need 3, 100 need 7.
Per person	Full name as on the Aadhaar, the last 4 Aadhaar digits, their own mobile number, how many numbers, and clear photos of the Aadhaar front and back.
KYC	Airtel self-KYC, done by each person for their own numbers: Aadhaar OTP on their Aadhaar-linked phone and a live photo.
Adding or removing numbers yourself	Not possible — numbers are added by Lodgestory through a request. Where calls to a number go is yours to change at any time.

How to find it

Sidebar: Settings → Calling → [your account] → Numbers.

Direct URL: https://lodgestory.com/crm/settings/calling/{accountId}/numbers

A badge on Numbers in the account's side menu counts the requests waiting on you (KYC to do, or a photo to replace).

Requesting numbers

On the Numbers page, click Request numbers.
Numbers — choose how many (1 to 100) and, if you like, add a note for Lodgestory.
People & Aadhaar — the numbers are split evenly over the fewest people needed; add people or change each person's count (1 to 15 each, adding up to the total). For each person enter their name exactly as on the Aadhaar, the last 4 Aadhaar digits and their mobile number, and add a clear photo of the front and the back of their Aadhaar card. Lay the card flat with all four corners in view and no glare.
Review — check everything and tick the consent: each person agreed to hold the numbers in their name and to share their Aadhaar with Lodgestory and Airtel for this request, and will complete the KYC themselves.
Send request. Lodgestory is notified and the request appears on the Numbers page.

Photos are prepared in your browser before upload: shrunk to at most 2,000 pixels on the long side and saved again as JPEG, which also removes the camera and location details. JPEG, PNG and WebP photos are accepted; PDFs are not (an e-Aadhaar PDF is password-protected).

What happens next

Status	What it means	What you do
Sent to Lodgestory	Lodgestory is checking the request and the photos.	Nothing — you can still cancel.
Change needed	Something must be fixed first — usually a photo that cannot be read. The reason is shown, and the photos to replace are marked.	Replace the marked photos or fix a person's details, then Send back to Lodgestory. You can still cancel.
Ordered from Airtel	Lodgestory has ordered the numbers.	Wait for the notice that they are ready for KYC.
KYC needed	Your numbers and their SIM numbers are on the request.	Complete Airtel self-KYC for every number, tick each one, then Confirm & done.
Verifying with Airtel	Lodgestory is checking with Airtel that every KYC arrived.	Nothing. Numbers Airtel has not received come back to you as Redo, with the reason.
Live	The numbers are on your account.	Set where calls to them go, and give them to agents.
Declined / Cancelled	The request is closed. Declined requests show Lodgestory's reason.	Start a new request if you still need numbers.

You are told by notification (in the app and by email) when photos need changing, when numbers are ready for KYC, when some need KYC again, when numbers go live and if a request is declined. The requester and the account owners are told.

Sometimes Lodgestory already holds suitable numbers. Those are added straight to your account and go live without KYC; the request shows the KYC steps as Not needed.

Doing the KYC

Open the request (from the Numbers page or the notification). Numbers are grouped by the person they are registered to — that person must be there: Airtel sends an OTP to their Aadhaar-linked phone and takes a live photo.

For each number:

Click Open Airtel KYC. Airtel's page opens in a new tab (Airtel does not allow it inside other websites), and the mobile number is copied for you.
Paste the mobile number, then copy the SIM number with its copy button and paste it.
Follow Airtel's steps — Aadhaar OTP and live photo (allow the camera and microphone).
Come back and tick KYC done.

Don't reload Airtel's page part-way through — it starts again from the beginning. If something fails, close the tab and click Open Airtel KYC again. The request page has a short video guide.

When every number is ticked, click Confirm & done and tick the agreement that Airtel self-KYC was submitted for all of them. Ticks are saved as you go, so the KYC can be spread over several days and several people.

When the numbers are live

Live numbers appear in the Numbers table. Until you choose where calls go, a new number rings the account's first available agent. Use the pencil on a number to send its calls to a person, a department, a call flow, a voice menu, business hours, voicemail or an AI agent, and assign numbers to agents on the Agents page.

Privacy

Aadhaar photos can be opened only by the organisation's Owners and Admins and by Lodgestory staff, through links that expire after 5 minutes. Every time someone opens a photo it is recorded.
The full Aadhaar number is never stored — only the last 4 digits.
Support tickets created for a request carry no Aadhaar or SIM details.
Lodgestory deletes the photos when they are no longer needed; the request then says so.

Limits and good to know

Number requests are for India Lodgestory Voice accounts only (the KYC is Airtel's). For a US account, contact Lodgestory.
One request is for one voice account.
The 15-numbers-per-person rule applies when you request; Airtel decides the final split, and Lodgestory may adjust it.
A request can be cancelled only until Lodgestory orders the numbers.
Numbers cannot be removed from the account in the app — contact Lodgestory.
Lodgestory can move a number to another account or take it back (for example when a contract ends). The number then leaves your Numbers page, your agents, your campaigns and your agent dialer sessions; a running or scheduled campaign, or a running dialer session, left with no other number is paused. A campaign with no number cannot be started or resumed. Airtel's KYC for the number is not changed by this.
An outgoing call can only show a phone number that is on the account. If a call asks for a number that is no longer yours, a browser or mobile call shows another of your numbers instead (and is refused if the account has none), and a call that rings your phone first is refused.

Telephony providers — Lodgestory Voice India numbers are delivered over Airtel.
Business hours — send a number's calls one way when open and another when closed.
Agents — give numbers to agents.