911 and your Line

Emergency calls use your phone’s regular dialer and your mobile service, like any call from your phone. 911, 988, 711 and other 3-digit numbers are never placed over the internet from the app.

So 911 from the app needs your phone’s cell service (or your carrier’s Wi-Fi Calling). An iPad, Mac or tablet can’t call 911 from the app.

The 911 center gets your cell number to call you back, not your Line number.

It goes through our emergency calling provider. The 911 center gets your registered 911 address.

Before the call connects, we ask if you are at that address. If you are not, tell the 911 operator where you are first.

Your Line number is an internet number. It is not tied to one place, so the 911 center may not know where you are from the number alone.

No internet or no power means no calls from the dashboard. If computer 911 is ever not available, the dashboard tells you to call 911 from a phone.

From the dashboard on a computer, 988 (the Suicide & Crisis Lifeline) and 711 (the relay service for people who are deaf, hard of hearing or speech-disabled) are connected from your Line number. They are not recorded, and there is no address question. They reach the 988 center and the relay center for your Line number’s area code, not for where you are (Twilio, our calling provider, 2026-11-01). To reach the ones where you are, use your phone.

From the app, they go through your phone’s own dialer, like 911.

1. 1Step 1: Open Business Line in the menu and find Emergency address.
2. 2Step 2: Press Add or Update, and type the street address where you are when you use the dashboard: your shop or home office, in the US.
3. 3Step 3: Read the notice and tick I understand these limits on 911.

Not a PO box, mail drop, registered agent or virtual office: help would be sent there.

Use the dashboard somewhere else? Change the address first. A new address can take a few minutes, sometimes longer, before 911 uses it.

Calls from your Line number start once this address is registered. Calls coming in and texts don’t wait for it.

To check the address without calling 911, dial 933 from the dashboard. That test line reads your registered address back to you.