FAQ

A Smart iD Number is a memorable, word-based or numeric identifier that acts as a brand access layer — controlling how customers reach a business at the moment of intent.

Instead of replacing your existing phone number, a Smart iD works alongside it, giving customers a simpler, easier-to-remember way to connect with your brand across multiple channels.

When someone uses a Smart iD, it can intelligently route them to:

• A phone call
• A landing page
• Chat or messaging
• Or an AI-assisted interaction

—all based on how you’ve configured it.

Smart iDs are often referred to as vanity numbers because they can use words instead of long digits, but the key difference is what happens after the interaction begins. A Smart iD is not just a label — it’s a programmable entry point that connects customers to the right experience.

In short, a Smart iD turns a memorable name or number into a single, flexible way for customers to reach your brand, without changing your phone provider or requiring any app to be installed.

Creating a Smart iD is quick and straightforward — there’s no technical setup and no changes to your existing phone service.

You simply:

• Enter your existing business phone number
• Choose a memorable word or identifier that fits your brand — such as PIZZA, LAW, GYM, or your business name

Our system instantly checks availability and lets you reserve your Smart iD in minutes.

Once reserved:

• A branded landing page is created automatically
• Your Smart iD is linked to your existing number
• A built-in AI assistant is included and ready to be configured (or add your own AI or Chatbot)

You can then edit your page, add business details and links, train the AI assistant if you wish, and start sharing your Smart iD across ads, signage, social, and campaigns.

Yes. To keep the Smart iD network trusted, usable, and fair for everyone, a few clear guidelines apply:

• Toll-free and shared-cost numbers
  Numbers such as 13, 1300, 1800, or 0800 use numeric Smart iDs only. Word-based Smart iDs are not supported on these prefixes.
• Trademarks and brand rights
  You may only use names or words that you own, are authorised to use, or that do not infringe on existing trademarks.
• Appropriate use
  Smart iDs must not contain offensive, misleading, or inappropriate terms.
• Format rules
  Word-based Smart iDs must be 3–12 letters, using alphabetic characters only (no numbers, spaces, or symbols).
• Regulatory compliance
  All Smart iDs must comply with applicable telecommunications and local regulations in the country where they’re issued.

These rules help ensure every Smart iD remains authentic, secure, and reliable — protecting both businesses and customers.

Yes. Smart iDs work with most existing business phone numbers, including mobile numbers, landlines, and toll-free or shared-cost numbers.

A Smart iD always works alongside your existing number — you keep your provider, plan, and setup exactly as they are.

How it works in practice:

• Mobile numbers & landlines can use word-based Smart iDs (for example, a memorable name or keyword).
• Toll-free and shared-cost numbers (such as 13, 1300, 1800, or 0800) use numeric Smart iDs only.
• No number porting, call forwarding changes, or technical configuration is required.

Your Smart iD simply becomes an additional, easier-to-remember access point that routes customers to the right experience when they reach out.

Yes. We guide you through the entire process, step by step.

When you register or reserve a Smart iD, you’ll be shown clear, on-screen instructions that walk you through:

• Choosing the right type of Smart iD (Local, Area, or Premium)
• Linking it to your existing phone number
• Reviewing and editing your automatically created landing page
• Enabling, configuring, or disabling the built-in AI assistant
• Sharing your Smart iD once you’re ready

No technical knowledge is required, and you can make changes at any time.

If you need additional help, our support team is available to assist you from reservation through launch.

Yes. Mobile/Cell numbers are fully supported for Smart iDs.

You can create a Local Smart iD that’s anchored to your mobile number, using:

• The first digits of your mobile number plus a word (for example, 0415PLUM)
• A memorable identifier that works alongside your existing mobile number

Your Smart iD does not replace your mobile number — it simply gives customers an easier way to remember and reach you.

Calls, messages, and interactions continue to go to your normal mobile service, with your Smart iD acting as the branded access point customers use.

You’re always in control.

If you decide not to continue with a Local or Area Smart iD, you can cancel your reservation or subscription at any time. Once cancelled:

• Your Smart iD is deactivated
• Your existing phone number continues to work exactly as before
• Any associated landing page and routing are removed

There’s no impact on your phone service, provider, or customers beyond the Smart iD no longer being active.

123 Smart iDs are handled differently.
Because they are premium, category-defining Smart iDs, they are issued under fixed-term contracts and are not subject to instant cancellation. If a 123 Smart iD is not renewed at the end of its term, it may be reallocated according to Sunrise or premium allocation rules.

123 Smart iDs are premium, category-defining Smart iDs (for example 123LAW, 123HOTEL, or 123TAXI) and are managed differently from Local or Area Smart iDs.

Key points to understand:

• One per country — only a single 123 Smart iD exists for each category in each country
• Allocated during the Sunrise period or by request, not through self-serve registration
• Licensed via contractual rights, not owned outright
• Issued under fixed-term agreements, typically 3–5 years
• Not subject to instant cancellation or short-term reservations

Because of their national visibility and category-defining nature, 123 Smart iDs are assigned under longer-term agreements to ensure stability, fairness, and brand integrity.

At the end of a contract term, renewal or reallocation is handled according to Sunrise and premium allocation policies.

In many cases, yes — depending on the type of Smart iD.

• Local and Area Smart iDs
  You can usually change or update your Smart iD, provided the new identifier is available and meets our usage guidelines. This makes it easy to adjust wording, branding, or campaigns as your needs evolve.
• 123 Smart iDs
  Because 123 Smart iDs are premium, category-defining assets issued under fixed-term contracts, they cannot be changed once allocated. Any changes would require a new request and agreement.

Your existing phone number remains unchanged in all cases, and any updates are reflected across your landing page and routing automatically.

Personal Smart iDs are part of our future roadmap, once the business platform is fully established.

Smart iDs are currently designed for business and professional use, where they function as a branded access layer for customer enquiries, calls, and interactions.

Personal Smart iDs are planned for a future release, once the business platform is fully established. This allows us to:

• Ensure fair availability and naming rules
• Design appropriate personal-use features
• Introduce clear pricing and usage models

For now, Smart iDs are reserved for businesses, brands, and organisations.

No app required — it works in familiar ways.
Customers don’t need to download anything or learn a new way of calling.

A Smart iD is discovered naturally — through search, AI, links, QR codes, or shared pages. When someone finds your Smart iD, they’re taken to your branded landing page, where they can tap to call, message, or interact in the way that suits them.

It works on any phone or browser, with no setup required.
An optional Smart Dialer app is planned to enhance Smart iD interactions in the future, but it’s not required for customers to connect with your business.

Calls still route to your existing phone number as normal.

Yes. Toll-free and shared-cost numbers such as 13, 1300, 1800, or 0800 are fully supported.

However, these numbers use numeric Smart iDs only.
Word-based Smart iDs are not supported on toll-free or shared-cost prefixes.

How this works:

• Your existing 13 / 1300 / 1800 / 0800 number stays exactly the same
• A numeric Smart iD is created using the full number (for example, 1800123456)
• Your Smart iD landing page and routing work the same way as with other Smart iDs

This ensures compatibility with telecom regulations while still giving you a single, consistent brand access point for calls, pages, and interactions.

.

No. Smart iDs cannot be sold or freely transferred between parties.

Smart iDs are issued as usage rights, not owned outright. This ensures the network remains trusted, compliant, and fair for everyone.

That said:

• Local and Area Smart iDs may be reassigned in limited cases (such as a business name change, restructure, or acquisition), subject to review and approval.
• 123 Smart iDs are governed by fixed-term contracts and cannot be transferred or sold outside of those agreements.

If your business situation changes, you can contact support to discuss approved options.

The Smart Dialer app is being developed as an optional enhancement to the Smart iD platform. It is not required for customers to connect with your business.

When released, the Smart Dialer app is intended to:

• Make Smart iDs easier to discover, use, share and save.
• Provide a more seamless calling and interaction experience
• Extend how Smart iDs work across voice, search, and AI-assisted interactions

Specific features and capabilities will be introduced progressively as the platform evolves. The core Smart iD experience — landing pages, routing, and brand access — works independently of the app.