How to Change a Team Member's Phone Number

As an Administrator, you can update the mobile phone number for any member of your organisation. This is useful when a team member changes their contact number or when you need to correct an incorrect number. The team member will receive an SMS verification link to confirm the new number before it becomes active.

• You must be an Organisation Administrator to change another user's phone number
• Team Owners and standard team members cannot change phone numbers for other users
• The new phone number must be a mobile number (not a landline)
• The number must not already be in use by another user in the system

1. From the sidebar, click Teams to expand the accordion
2. Click the name of the team containing the member whose phone number you need to change
3. Click the Members tab (the fourth tab in the tab bar)
4. Locate the team member's row in the members table
5. Click the kebab menu (⋮) on the right side of their row
6. Select Change Cell/Mobile number from the dropdown menu
7. The "Change Cell/Mobile number" dialogue box appears
8. Select the country from the dropdown (defaults to GB/+44)
9. In the New phone number field, type the new mobile number (e.g., 7700900135)
10. The system validates the number in real-time as you type
11. If there are any validation errors, a red outline appears around the field with an error message below
12. Once the number is valid, click Submit
13. The dialogue closes and the members table refreshes automatically
14. The team member receives an SMS on their new phone number with a verification link
15. They have 15 minutes to click the verification link
16. Once verified, the new number becomes their active contact number

The behaviour depends on whether the team member has already verified their account:

• If the team member has already verified their email or mobile: The new number is stored as "pending" and their original number remains active until they verify the new one. You'll see a pending indicator in the Contact column.
• If the team member has not yet verified their account: The new number becomes their active number immediately, and they must verify it to complete their account setup.

The verification link expires after 15 minutes. If the team member doesn't verify in time, you'll need to cancel the pending change and submit a new number.

If you need to cancel a phone number change before the team member verifies it:

1. Return to the Members tab
2. Click the kebab menu (⋮) on the same team member's row
3. Select Cancel Pending Cell/Mobile Request
4. Confirm the cancellation
5. The pending number is removed and the team member will not receive any new notifications

The system validates phone numbers in real-time:

• "Invalid phone number format" — The number doesn't match the format for the selected country
• "Phone number already in use" — Another user in your organisation is already using this number
• "Phone number pending verification" — This number is waiting to be verified by another user

If you see any of these errors, correct the number and try again.

• Phone numbers are displayed in masked format in the members table (e.g., +44****0123) to protect privacy
• The system stores phone numbers in international E.164 format (e.g., +447700900123) even though you enter them without the country code
• You can only change phone numbers for users in your own organisation — cross-organisation changes are blocked
• If a team member has an existing pending change, you must cancel it before submitting a new number
• All phone number changes are recorded in the audit log for compliance