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Error 21216 in 'Voice' notification

William Butt September 13, 2023


 When adding a phone number to the 'Voice' section within the notifications, we are getting this when attempting to test...


Ch1-21216 Account not allowed to call phone number2023-09-13_07h28_33.jpg


Anybody have any idea on what this means? The phone number is for Hungary.

After about a few seconds, you get an email with the following



We disabled the contact method below:

Method: Voice, Contact: {phone #}, Reason: [Ch1-21216] Account not allowed to call phone number

Phone and SMS delivery problems often occur due to the wrong phone number in the profile. Please verify the phone number and make sure the international code has been entered.


The number entered does work for the 'SMS' portion but not the 'Voice'.

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Shashwat Khare
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
September 14, 2023

Hello @William Butt ,

Yes, this error is usually shown when either your account plan doesn't support voice notifications for the country code's number or they're supported post the end of your trial plan.

Additionally, if the above doesn't qualify for your account, then it could be an issue on our end and I'd request you to please log an email ticket with us using this link to investigate this further.


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