A 911 location is the address shown to the 911 operator when someone dials 9-1-1 from a phone that is using Voice Services. This information is sent to the phone service provider when you register a phone number. You must provide this information when you create a phone number for a user or the Auto Attendant.

You can update 911 location information for any phone number at any time in HostPilot.

Users can change their own 911 location information in My Services, unless they do not have "full control" permissions for this setting. Read the Knowledge Base article on Setting user permissions for phone settings for more information.

To change main 911 address via HostPilot:

  1. Navigate to Services > Voice Services > Devices.
  2. Click on device for which you need to change 911 address.
  3. Under Settings click Change user & edit 911 location


  4. On next page fill up 911 address or click on Prefill with existing location > select one of the existing locations > Prefill 911 address.


  5. Click Save Changes.

To add new location via HostPilot:

  1. Navigate to Services > Voice Services > Locations.
  2. Click Add location. 
  3. In the 911 Location window, enter the complete address and make sure everything is correct.
  4. Click Add location.
  5. Go to next step to assign phones to new location.

To change the 911 location via My Services:

  1. Log in to My Services.
  2. On the Overview tab, you will see your personal phone settings.
  3. To the right of the phone number, click Edit 911.
  4. In the 911 Location window, enter the complete address and make sure everything is correct.
  5. Click Accept & Save Changes.