⚡Quick answer-

“When a number reactivation request is raised via Zoho CRM, the account may fail to activate due to one or more of the reasons listed below. These checks are performed automatically or during manual validation by Tech Support.”

When should I use this guide?

Consult this FAQ whenever you raise—or are about to raise—a service-number reactivation request in Zoho CRM to understand every possible failure reason and the required action. All wording below is exactly as captured in the original policy; only the layout has been reorganised for navigation.

1. Common errors & reasons for reactivation failure

PENDING RENTAL EXISTS

• If any rental amount is pending on the client account, the number will not be reactivated.

• Action Required (AM):

• Coordinate with the client to clear the pending rental.

• Once payment is confirmed, raise the reactivation request again through Zoho CRM.



“LAST STATEMENT MISSING” ERROR

This error occurs when:

• The number has been deactivated for more than 28 days, and

• Reactivation is attempted after this period.

Example Scenario:

• Client clears renewal or pending rental 20 days after expiry.

• AM/Sales forgets to reactivate the account.

• Client follows up after another 8–9 days.

When reactivation is attempted, Tech Support receives the error: “Last Statement Missing"

Impact:

• The service number gets released (freed).

• A new panel must be created to resolve the issue.

Action Required (AM):

• Coordinate internally to get a new panel created for the client.



NUMBER STATUS IS “ARCHIVED”

• If the service number is in an Archived state, reactivation will fail.
• Action Required (AM / Initiator):
• Coordinate with OPS to:
• Unarchive the number
• Map the service number to the newly created panel



FRAUD CHECK FAILURE

• If the account is flagged as a Fraud Account, reactivation is not allowed.

• System validation logic:

• If billing is inactive and the account appears in the fraud list shared by the Audit team, the system blocks reactivation.

• Internal Handling:

• Tech Support manually verifies fraud status.
• While deactivating such accounts, both service and billing are deactivated.

• Action Required:

• No action possible.
• Fraud accounts cannot be reactivated under any circumstances.

2. How is the initiator informed?

“If reactivation fails, the reason for failure is shared with the initiator (AM) through Zoho CRM, along with guidance on the next steps.”

3. Quick action mapping for AMs

4. Internal FAQs

1. REACTIVATION WAS RAISED AFTER CLEARING DUES, BUT THE NUMBER IS STILL NOT ACTIVE. WHY?

• If no error message is received:

• Log out and re-login to Zoho CRM
• Raise the reactivation request again

• If the issue persists:

• Raise a Jira ticket to Tech Support for manual activation



2. ZOHO CRM ACCESS IS NOT AVAILABLE AND REACTIVATION IS URGENT. WHAT SHOULD BE DONE?

• Ask the Reporting TL to raise the request via Zoho CRM.

• If TL is unavailable:

• Raise a Jira ticket to Tech Support with the reason for urgent reactivation.

5. Where is “Number Reactivation” in Zoho CRM?

Path:

CRM → Three Dots (More Options) → Search → Number Reactivation

6. Process-flow diagram