I’m reaching out in hope of real insight and resolution: as a sole trader in the UK, I’m trying to set up a UK-based phone number using HubSpot’s calling tool—but I’ve hit a wall.
What’s happening:
I’ve been going back and forth with HubSpot support for days. Each response just repeats policy language about needing an RC bundle and business registration number (CRN).
But I don’t have a CRN, and as a sole trader that’s simply not required.
What Twilio (the underlying provider) actually requires:
Twilio’s own UK regulations say that sole traders/individuals can get local UK numbers if they submit:
A government-issued photo ID.
Valid proof of UK address (utility bill, tax notice, etc.; PO boxes are not allowed).
Matching name/address across documents and account details.
There is no requirement for company registration. Sole traders (individuals) are explicitly eligible for UK numbers.
I meet all these criteria and can provide the required documents—yet my application continues to be denied. No reason provided beyond “need CRN.”
Why I’m frustrated:
I’m paying for a service that I cannot fully use due to this block.
It feels like the system assumes that every UK user is a limited company, which is not true in real-world practice.
The repeated messaging has wasted valuable time and created unnecessary stress.
What I’m asking this community and HubSpot for:
Has anyone else faced this as a sole trader? What did you do to resolve it?
Can HubSpot escalate this properly to Twilio, given that Twilio’s policy supports sole traders?
Is there an under-appreciated workaround (using a trading-as name, supplying alternative documents, etc.) that others have found?
If nothing can be done, please clarify this for me so that I can request a full refund—because I can’t accept a paid service that’s unusable in my case.
I’m determined to stick with HubSpot, but I need full functionality without being forced into incorporation.
Thanks in advance for any help or experiences you can share.
Hey @Tawhid - thanks so much for posting in the Community!
I definitely understand the frustration regarding this inquiry. Because HubSpot Calling is powered by Twilio, I’d like to note that Support’s assistance is sometimes limited in its capabilities, as Twilio sets these parameters, not HubSpot. With that said, I’d like to make sure we’re doing everything we can to assist you with this! =D
I’d like to tag in some experts to see if there’s anyone who has some insight to your questions above. @karstenkoehler, @Bryantworks, and @AdamLPW - any insight for @Tawhid?
I understand this is ultimately tied to Twilio’s parameters, but the way this is being handled creates a much bigger problem.
What’s being implied here is that sole traders – which are simply individuals working under their own name or a trading name without being a limited company – cannot have a HubSpot phone number. That doesn’t align with Twilio’s own published rules, which clearly state that UK geographic numbers are available to both businesses and individuals (including sole traders), provided they submit proof of ID and proof of UK address.
This isn’t a rare business model. In the UK, many professionals operate as sole traders, and it is often impractical or unnecessary to become a limited liability company. Saying “it’s Twilio’s parameters” without clarifying the correct process for sole traders is not a solution.
If HubSpot’s integration with Twilio has different requirements than Twilio’s own service, that should be explicitly confirmed, and HubSpot should speak directly with Twilio to clarify the route for sole traders. Otherwise, the implication is that no sole trader can have a paid HubSpot account with a phone number, which I don’t believe is the intended outcome.
HubSpot should do more than pass on the same message – please escalate to Twilio with my situation and ask them to confirm the actual steps for provisioning a number for a UK sole trader.
Hey @Tawhid - thanks for following up!
I’ve checked in with our Calling support team, and they’ve requested that you utilize the ticket(s) already opened with Support as a means to escalating this directly to Twilio! Would you mind following up there and keeping me posted? You can always DM me if that works more efficiently.
Shane, Community Manager