Dialpad Reviews 

One star is generous.

Our company had been a paying Dialpad customer since 2024. We verified the business using our company EIN, completed the required 10DLC registration, and made every effort to comply with their verification and messaging requirements.

Despite that, dealing with Dialpad support has consistently been one of the worst customer-service experiences I have encountered with any business communications provider.

Almost every time we needed a new number, added a user, or encountered even a basic account issue, resolving it meant spending an hour or more with support. The usual routine was the same: wait endlessly, explain the problem repeatedly, get placed on hold for another 10–20 minutes, and eventually be told that the matter had been “escalated” and someone would contact us by email.

In July 2026, I purchased an additional license directly from our company admin portal and registered a new number. The moment the new user account was created, Dialpad immediately suspended it.

I had to call them twice. Both calls lasted more than 30 minutes. It then took approximately a week to ten days for Dialpad to resolve a problem that was triggered simply by us purchasing and activating another license through their own system.

Then it happened again.

On September 23, another new user was suspended under essentially the same circumstances. On October 5, I contacted Dialpad again. I had to call three times just to get someone on the phone. When I finally reached a representative, I was put on hold for nearly 20 minutes and told the issue would be resolved by the end of the day.

Approximately ten minutes later, our entire Dialpad service was terminated.

No warning.
No meaningful explanation.
No opportunity to resolve whatever issue they believed existed.

We discovered the termination because every Dialpad account throughout our office was suddenly logged out — including employees who were MID-CALL with customers.

Think about that for a moment. This is supposed to be a business communications company, and they abruptly disconnected an active business account while employees were speaking to customers.

I immediately contacted support. The representative I reached was rude and ultimately transferred me to billing. The billing team then informed me that our account had been permanently canceled and would never be restored.

Their explanation?
We had supposedly violated their Terms of Service.

That was it.

Despite having been their customer for roughly two years, being EIN-verified, paying for licenses through their own admin portal, and completing 10DLC compliance, Dialpad has still failed to tell us what we allegedly did wrong.

Their live-chat support was no better. As the screenshot demonstrates, when I explained that I had been trying to reach our account manager, the agent's response was:
“Just give him a few minutes, okay? Bye for now.”

The agent then ended the chat.

That is apparently Dialpad's idea of supporting a business customer whose entire communications system has just been shut down.

I also contacted our Dialpad account manager, Migs Reguyal. My emails went unanswered. I scheduled a meeting with him, which he canceled, telling me the billing team would contact me.

It has now been two days, and nobody from Dialpad has bothered to provide a meaningful explanation, contact us about the termination, explain the alleged violation, or acknowledge the damage their actions caused our business.

This is not merely poor customer service. For a company selling itself as a business communications platform, this level of handling is reckless and completely unacceptable.

Businesses depend on their phone systems. Employees are speaking with customers, leads are calling in, sales conversations are taking place, and company phone numbers become part of day-to-day operations. You do not simply pull the plug on an established business customer without warning and then refuse to explain why.

Had Dialpad contacted us and said there was a verification issue, compliance concern, suspicious login, documentation requirement, or anything else, we would have immediately cooperated. Instead, they chose the nuclear option first and communication second — except the communication never actually came.

After two years as a customer, our reward was:
- repeated unexplained account suspensions;
- hours wasted with support;
- endless holds and “escalations”;
- abrupt termination without warning;
- employees disconnected in the middle of live customer calls;
- a rude live-chat interaction;
- an account manager who did not respond;
- and no meaningful explanation whatsoever.

If your business depends on its phones, think extremely carefully before trusting Dialpad with them.

Very good app, the phone call, fax and text message are always working. I use it as my main line for work for years now. As I travel it help me a lot. Client can join me on the same number anywhere in the world. The call go directly on my computer and my cell. Plus, I can log in whit my gmail account and all my contact and email link whit it.

Quick and to the point, very helpful

Customer service was quick, and the answers were clear and simple.

Standout AI Voip Soltuion. Dialpad became my choice after testing other big name & small name AI-integrated Voip Solutions. Not only were they the best UX & AI Summaries for phone calls, but they beat competitors on price as well!

Anyone here who's rated them positively has clearly not had to deal with their customer service. It's beyond ridiculous. They take weeks to respond to anything. You have to follow up multiple times, and despite the issues, they just come back and say they can't help. We had no other option but to dispute the charges with our credit card company. I highly recommend you look elsewhere than Dialpad.

Nearly a Decade of Loyalty, Then an Account Cancellation After My Review
Dialpad’s Customer Service has gone downhill since the shift to international/Philippines support.

I was a loyal Dialpad customer for almost a decade, and its support used to be excellent. My recent experience has been so frustrating that I can no longer recommend the service.
All I wanted was to remove one license before my next billing cycle. That simple request turned into at least 20 emails, conflicting instructions, and an invoice that still charged me for all four licenses.
I discovered that I could no longer make the change myself. My account specifically instructed me to contact my account manager, who was now Migs Reguyal. I had not understood why an account manager had suddenly been assigned or why I needed to go through someone else for a basic change.
I contacted live chat, which also directed me to Migs. During one roughly 15-minute conversation, I received only three replies. Waiting four to five minutes between responses became a recurring frustration in my recent chats.
When I contacted Migs, his response came across as rude and dismissive. He said he could not remove the license and told me to contact support or billing—the same channels that had sent me to him. I was left going in circles while the billing deadline approached.
Despite my repeated requests before the new billing cycle, the issue was not resolved in time, and I was billed for all four licenses.
I then posted a one-star review on Trustpilot. Dialpad asked me to verify my account information and assured me that my issue would be resolved shortly. I provided the requested details, expecting someone to finally help.
Instead, approximately five minutes after confirming my information, I received an email from Cherry Abasolo informing me that my account had been canceled.
I cannot confirm why Dialpad made that decision, but the timing was deeply troubling. After being told to expect a resolution, receiving an account cancellation was the last thing I anticipated.
Nearly ten years of loyalty should have warranted a reasonable effort to resolve a straightforward billing request. I expected someone to take responsibility, remove the license, and correct the charges. Instead, I spent hours chasing help and ultimately lost my account.
For a business phone provider, dependable service and responsive support are essential. Based on how this was handled, I have lost confidence in Dialpad.

Great communication tool. Easy to use and very helpful.

Seemless ...Dialpad Rocks! Very innovative team!

I like how user-friendly Dialpad is and that I can use my work line from my laptop and my personal phone.

Dialpad is the first calling platform I've used for work and my experience has been wonderful. The platform is organized and easy to use.

Using in Japan, this is essential to supprt 0ABJ numbers for business driven.
Performance is very stable (no experienced outage for last 4 yrs since implemented).
Covering from small business to enterprise, and it is too enough for our business such a small size.

Predatory company. Work with anyone else but Dialpad. After two weeks of trying to port numbers over I gave up. Their staff were no help. I was informed that I needed to sign a yearly agreement to move the numbers but this was a lie and I immediately cancelled. Despite never making a call they won't cancel the agreement which goes against their own refund policy since I cancelled within 3 days of signing. They also hide in the fine print that a yearly contract renews for 3 years. They know their software is bad to they just trap people instead.

The problem was resolved in 10 minutes with the agent by my side (via live chat) the entire time! Great experience.

As a healthcare recruiter, I’m constantly communicating with candidates throughout the day, so having a reliable communication platform makes a big difference. Dialpad has been especially helpful for keeping my calls, texts, voicemails, and follow-ups organized in one place.

I like that I can quickly switch between calls and messaging without losing track of candidate conversations. The call quality has been consistent, and features like call history and voicemail make it much easier to stay on top of follow-ups. With the number of candidates I communicate with every day, Dialpad helps keep my workflow organized and saves me time.

Rob and the Dialpad team have always been incredibly helpful and polite. Whenever we have a question or need assistance, I reach out to them via WhatsApp, and they are always efficient in assisting us with a positive attitude.