911 Emergency Calling Notice

Last updated: September 29, 2026

Please read this notice before you, or anyone in your business, relies on CallPerfect to call 911. Please share it with everyone who uses your CallPerfect phones and apps, including new staff and people who work remotely.

How 911 calling works with CallPerfect

• CallPerfect is a business phone service that runs over the internet. It is not a traditional landline. 911 calls depend on your internet connection, your power supply, and your phones or apps working.
• Each phone number or user on your account has a registered address. This is the street address, with the suite, floor or unit where it helps, where that phone or user is normally used.
• When you call 911 through CallPerfect, the emergency call center receives the registered address and a number to call you back on. Some emergency call centers cannot see this information.
• The registered address may not be where you are. For example, if your registered address is your office and you call 911 from home, the call center receives your office address. Always tell the call taker where you actually are.
• 911 calling is included on every CallPerfect plan. Taxes and surcharges still apply.

Keep every registered address correct

• When we set up your service, we ask for the registered address of each phone number, user or location.
• If a phone, a user or your business moves, update the registered address before anyone calls 911 from the new place.
• To add or change a registered address, contact CallPerfect support through the support form in your account, or email support@callperfect.net.
• If you add a phone number or a user, or move a number to CallPerfect from another provider, contact support to set its registered address before anyone relies on it to call 911.
• A new or changed address can take some time to reach emergency call centers. Until the change is complete, a 911 call may still carry the old address.

When 911 may not work, or may work differently

911 calls through CallPerfect may fail, be delayed, or reach the wrong emergency call center, for example:

• Power. If your internet equipment, phone or computer loses power.
• Internet. If your internet connection is down, slow or overloaded.
• Moving. If a phone, app or user is used somewhere other than its registered address.
• Phone numbers from another area. If you use a phone number with an area code from somewhere other than where you are, a 911 call can be routed wrongly or delayed.
• New or changed addresses. While a new or changed address is still being added to the emergency systems.
• Phones and apps. If a phone or app is not set up, not signed in, not connected, or not working.
• Your account and numbers. If your service is suspended or cancelled, or if a phone number has been disconnected or moved to another provider. 911 calls through that service or number may not work.
• Outside the United States. Do not rely on CallPerfect to call 911 when you are outside the United States. Use the local emergency number through a local phone service instead.
• Networks we do not control. Emergency call centers, and the networks that connect to them, are run by others. We do not control how a 911 call is answered or handled after it leaves our service.

Please keep another way to reach emergency services, such as a mobile phone with mobile service, in case your power or internet fails.

Softphone apps on mobile phones and computers

• Softphone apps let people use CallPerfect from almost anywhere with an internet connection. A 911 call made through CallPerfect still carries the registered address of that user, not the place where the person is. Please keep app users' addresses current.
• In the United States, if you are away from your registered address and your mobile phone has mobile service, call 911 from the phone's own built-in calling screen, not from the softphone app you use for CallPerfect, when you can. A mobile network can often help emergency services find you, although it does not always give an exact location.
• A computer or tablet with no mobile service cannot use a mobile network to call 911. If you use CallPerfect on one of these, keep its registered address current, or use another phone.

If you need to call 911

• Tell the call taker where you are and the number to call you back on, straight away. Do not assume they can see your location.
• If you cannot speak, missing or incorrect location information may prevent the call taker from sending help to the right place. A missing or incorrect callback number may prevent them from calling you back. Keep every registered address current.
• Stay on the line. If the call drops, call 911 again.

Text messages

• Do not use CallPerfect business texting to contact 911. In an emergency, call 911.

Tell everyone who uses your service

• Please make sure every person who uses your CallPerfect phones or apps, including new staff and people who work remotely, knows the limits in this notice and knows to keep their registered address current.

If 911 calling does not seem to work

• If you need emergency help and cannot call through CallPerfect, use another available phone or service to contact emergency services. Do not wait for CallPerfect support.
• To report that 911 calling is not working on your account, or that a registered address is wrong, contact CallPerfect support straight away through the support form in your account, or email support@callperfect.net.
• An urgent problem with 911 calling is handled as emergency support, 24 hours a day, on every plan.