BUG - UK 10 digit phone numbers picked up as incorrect by Hubspot Calling

[AdamLPW]

Hi Hubspot folks,

I've just tried calling a prospective customer through Hubspot calling, and got a "Phone number is invalid" message (see attached). The phone number is correct, but it would appear that Hubspot is using a check on the number of digits. While the standard for UK numbers is to have a 5-digit area code, prefixed "0" (i.e. 01234), followed by a 6-digit phone number, there are still a large number of 5-digit phone numbers which are valid (such as this one).

I'd suggest this check is removed. If the user intended to enter a 6-digit number, and mis-typed, the call should be allowed to fail. Garbage in, garbage out. This kind of validation is annoying and unhelpful!

Reported to support, who suggested I post here

[AdamLPW]

@AdamLPW  I'm so pleased to share that we were able to do some digging on our side and find a solution for this. The 10 digit UK numbers should now validate automatically and without you needing to enter the country code as well. Thank you again for alerting us to this!

[AdamLPW]

Thank you for pointing that out, @AdamLPW ! I'll dig into that with our provider and if we can make any changes to improve that experience, I'll let you know here. 

[AdamLPW]

Hi @AdamLPW! I apologize for the run around here. I will be closing the loop with Support as well, but you should not have been sent to the ideas forum. Our provider requires that the country code be added when calling any countries outside of the United States in order for them to detect the number and validate it. See the yellow note in our knowledge article here: https://knowledge.hubspot.com/articles/kcs_article/calling/use-the-calling-tool#how-to-make-a-call. If you add 44 before that number it will be seen as valid and you can call this contact!

[hroberts]

Hi @AdamLPW! I apologize for the run around here. I will be closing the loop with Support as well, but you should not have been sent to the ideas forum. Our provider requires that the country code be added when calling any countries outside of the United States in order for them to detect the number and validate it. See the yellow note in our knowledge article here: https://knowledge.hubspot.com/articles/kcs_article/calling/use-the-calling-tool#how-to-make-a-call. If you add 44 before that number it will be seen as valid and you can call this contact!

[AdamLPW]

@hroberts - thanks for coming back to me.  

Added the prefix, which has resolved for this case.  Interestingly, I don't have to do this for standard UK numbers, only where customers have a shorter number, e.g.:

01234 567890 dials fine thru HubSpot;

01234 56789 requires the +44 prefix (i.e. number needs to be entered as +441234 56789)

Just FYI

[hroberts]

Thank you for pointing that out, @AdamLPW ! I'll dig into that with our provider and if we can make any changes to improve that experience, I'll let you know here. 

[hroberts]

@AdamLPW  I'm so pleased to share that we were able to do some digging on our side and find a solution for this. The 10 digit UK numbers should now validate automatically and without you needing to enter the country code as well. Thank you again for alerting us to this!

[AdamLPW]

Thanks @hroberts for coming back to me, and for getting this issue resolved