Maximum Extension Policy Enforcement

And an improved 1:8 call ratio for larger licenses.

Many customers and partners are asking how we might enforce the maximum extension limits described here. This blog sets out some of the current thinking on the direction we’re taking and what we’re planning to do over the coming months.

As a reminder:

• We’ve always published reasonable extension ranges for each SIM call license - these used to be shown as 3-4 times the sim calls on our price list. The vast majority of our customers have adhered to this range.
• The new maximum extension ranges are between 5 and 8 times the sim call license, almost double the previous guidance range.
• The extension limits affect only approximately 15% of our customers. Getting these inline avoids having to increase prices for all customers.
• System mailboxes ARE NOT included in the total.
• All reference to the maximum limit is informational only until AT LEAST 1 April 2026

Use of voice mailboxes

Some customers use extensions as voice mailboxes for queues, inflating the number of users in the system. In future updates we’ll be improving the capabilities of system extension mailboxes, most notably those of queues.

You will be able to configure:

• Custom messages for a queue voice mailbox
• Emails that do not belong to the system (e.g. specify a shared mailbox on MS 365 for example)
• Emails for notifications that do not belong to the system

These changes will mean you can avoid the use of so-called ‘dummy extensions’ for special voice mail configuration. This not only reduces the number of extensions in the system but more importantly reduces admin.

MS 365 SYNC to support units / departments

Those with big Microsoft 365 deployments have extra admin to remove the extensions that do not require a 3CX extension. So in some deployments, all extensions are created in 3CX even those that don’t need an extension. In the future, you’ll be able to include departments you want to sync and exclude those you do not want to include thereby giving an extension only to those who require it.

Call scripts

• We’ll continue to scan our Forum for use cases where additional extensions are overkill and potentially add features or provide sample call scripts to ease administration and extension count.
• Some systems have users which take advantage of caller ID rewriting or the status mechanism in 3CX. These are considered 3CX users for us, even though there is no SIP device connected to it. Use call scripts to reduce the need for users on the system and remain on budget and / or within the maximum range of extensions your license permits.

What communication will we undertake?

Starting from Update 8, 3CX will show the number of users in the system and show an info message if the system breaches the maximum number of extensions. This will allow you to easily identify and delete unused users and extensions to reduce the count. In the new year, email reminders will be sent to all 3CX users about the maximum extensions. Gradually, warning messages both in the dashboard and in the users page will become more obvious and unavoidable.

How will the limits be enforced?

Already in place - as a reminder

• Invoicing: All renewals have the maximum extension count listed on your invoice.
• Downgrades: Any customer wanting to downgrade their license must adhere to the maximum number of extensions first.

What follows below is still subject to further thought as no final decisions are in place. However, here’s an outline of our current thinking. We trust this gives you an opportunity to consider all of your potential options ahead of time.

• 1st January 2026: Upon renewal, every system exceeding the maximum number of extensions / users will get a warning dialog in our ordering system. This warning lets customers know that at some point during 2026 - and prior to the expiry of the license you are trying to renew - either an upgrade is needed or the removal of extensions. It’s advisable to renew at the right number of extensions to avoid any issues mid-year. However you can skip the warning after confirming you have taken note.
• 1st April 2026: These are currently being considered.
  • Upon renewal, every system exceeding the maximum number of extensions / users will be given a grace period to reduce the extensions on the system to the correct amount.
  • Systems in breach will no longer be able to get technical support.

Renewals pre & post October 2025

We announced in our New AI Features and Extension Fair Usage blog our concern that a small number of license holders (15%) had not understood our extension policy. In that blog we explained exactly what we mean by this. The blog was published on 22 October 2025. From our point of view, this has also provided us with a clear starting point where no-one can say they understood things differently. On this basis it’s fair to use the date of 22 October 2025 and apply it to renewals made pre and post this date. This is what it looks like:

Renewals before 22nd October 2025: you have 1 full year until 22 October 2026 to get your extension count in line.
Renewals after 22nd October 2025: the process to get up to date and / or reduce extensions will begin after 1st April 2026 as per the information provided above in ‘How will the limits be enforced.’ In this regard we’re giving you a minimum of 6 months to make the changes / decisions necessary. It’s likely this may be extended even further once final decisions are in place.

We’re pleased to announce that we’ve extended the ratio for licenses with 256SC, 512SC and 1024SC, to a whopping 1:8 ratio!

What if I don't agree?

The beauty of 3CX is that we don’t lock you in! So not only can you disagree, you also have the option to move to another system - and easily. We’re giving you ample time to scan the market and look for solutions that you feel provide better value. 3CX does not in any way lock you down in terms of contract duration, phone numbers or hardware. (many other cloud providers do, be aware!) We’re completely open standard and all hardware purchased and SIP trunks in use can be used with any other open standard SIP system.

We’re pleased that some competitive systems have kindly created import options for 3CX systems which will ease your migration process.

Multi-year purchases: If you’ve purchased many years in advance we’re happy to give you a full refund of those years. A reasonable date can be agreed.

I’m a partner and want to move out all my customers

If you want to agree a cut off date with 3CX - by which time licenses will end and all your customers will be moved out - we’re happy to discuss this with you. It follows that in order to facilitate a discussion with you, you must have a reasonable amount of licenses to warrant the discussion time involved.

Is there minimum criteria to discuss upgrades and / or discounts?

You’ll recall we applied a very generous discount of 20% for partners working across the Education sector. The discount is applied to the end user price for license purchases, renewals and upgrades to a minimum 32SC+ license subject to specific terms & conditions and in keeping with our extension Fair Use policy.

If you’re outside of the education sector, you can contact Sales for further discussions if you fulfill the following criteria for upgrade and / or discounts:

• Either you wish to upgrade a minimum of 10 keys to a 16SC+
• Or you have 64SC+ multi year projects requiring license upgrades
• Upgrade must be possible in one order

Considering Standard Edition

We are also considering a comeback of the standard edition with minimum feature set and lower price.

In summary

3CX has a unique and generous user licensing model, inherently less expensive for most medium to large installs, allowing customers to have a range of users rather than having to pay per-user, per-month. We remain one of the most competitive solutions in the industry. And whilst we hope we can turn some of the 15% around - we’re most excited about the 85% who are fully onboard as we transition deeper into our 3CX AI Chapter.