Emergency calls (911)

Last updated 7 October 2026

In short. Presence cannot call 911. Keep a mobile phone or a landline for emergencies, and tell everyone on your team. We still ask for an emergency address for each number, and you must keep it current.

1. Presence cannot call 911

DIALLING 911 FROM PRESENCE WILL NOT REACH EMERGENCY SERVICES. THIS IS TRUE IN THE WEB BROWSER, IN THE IPHONE AND ANDROID APPS, AND WHEREVER YOU ARE. TEXTING 911 FROM PRESENCE DOES NOT WORK EITHER. DO NOT RELY ON PRESENCE IN AN EMERGENCY.

• A call to 911 from Presence does not connect. The same is true of other three-digit numbers, including 988 (the Suicide and Crisis Lifeline) and 711 (relay services for people who are deaf, hard of hearing or have a speech disability).
• Keep another way to call for help wherever Presence is used: a mobile phone or a landline.
• If you are in an emergency now, hang up and call 911 from a mobile phone or landline.

This applies to every plan and every user. It will stay this way until we email account owners to say emergency calling has been added and this page has been updated.

2. What you must do

• Tell every user. Before anyone uses Presence for your business, tell them that it cannot call 911, and where to find another phone. Show them this page.
• Label where it is used. Where Presence is used at a desk or in a shared place, put a notice next to the computer or phone saying: “This phone service cannot call 911. Use a mobile phone or landline in an emergency.”
• Keep your emergency address current. See Section 3.

You confirmed at checkout, before your number was activated, that you understand this, and we keep a record of who confirmed it and when. By continuing to use Presence you confirm that every user has been told.

3. Your emergency address

At checkout you give an emergency service address for your number: the place where it will mainly be used. US rules for internet phone services require a registered address before a number is activated, and it is the address emergency calls would be linked to once emergency calling is available.

• You can see the address on file in Settings, under Trust center.
• To change it, email support@redstonecastles.com from the account owner’s address with the number and the new address. Tell us as soon as the place a number is used changes, including when someone takes it home or on the road.
• If the address you give is outside the United States, no emergency service can be reached through Presence from there, and you will be asked to confirm that you understand this.

4. Limits that will apply when emergency calling exists

When we add emergency calling, it will still work differently from a traditional phone line, as it does for every internet phone service. We will describe the details here before it is switched on. In general, an internet call to 911:

• will not work during a power cut, or when your internet connection or our service is down or congested;
• will not work if your browser is closed, the app is signed out, or your device cannot reach our service;
• may be sent to the emergency center for your registered address rather than where you actually are, if you have moved and not updated it, so the dispatcher may not know where you are;
• may be delayed while a newly registered or changed address is loaded into the emergency databases;
• will not reach local emergency services outside the United States; and
• may be affected by a number from an area far from where you are, or by the dispatcher not being able to call you back if the service is interrupted.

5. Liability

Because Presence cannot call 911, our Terms of service exclude our liability, to the fullest extent the law allows, for anyone’s inability to reach emergency services through Presence, and require the customer to indemnify us for claims of that kind by its users. Please read Sections 4, 22 and 23 of the Terms.

6. Questions

Email support@redstonecastles.com. Redstone Castle LLC.