The process for porting an international phone number in to Twilio can be complicated. This article covers the six steps required for a successful port.
Notice: Requirements and procedures may vary depending on the country where your phone number is based. For country-specific information, please see the International Porting section of our Support Help Center.
Step 1: Submit your port request
Start the porting process by submitting a request to firstname.lastname@example.org with the following information:
- The owner or authorized user’s first and last name.
- A list of each phone number you wish to port.
- The corresponding physical service address(es) for each phone number. PO Boxes are not accepted.
- The country/type specific Letter of Authorization (LOA). Each country requires a different LOA.
- A Customer Service Record (CSR).
- A scanned (or electronic) copy of the most recent phone bill (within the last 30 days). This must include the account, owner/authorized user name, and address information for all the numbers you’d like to port.
Step 2: Porting fees
If the items in Step 1 are complete and provided to Twilio, Twilio will provide you with the fees(s) you will be charged in order to have your number(s) ported to Twilio. You must reply and inform Twilio if you accept and agree to pay the quoted fee(s) to port your number(s).
Notice: If you do not respond to the fee quote within three (3) business days, you hereby authorize Twilio to port your number(s), and agree to pay all fee(s) quoted by Twilio in connection with your porting request. You will only be charged fees for the numbers that port to Twilio successfully.
Step 3: Twilio approval of porting request
Upon receiving your approval for the porting fee(s) for which you will be charged, Twilio will review and approve your porting request within one (1) business day.
Step 4: Carrier approval of porting request
Upon submitting your approval to pay the porting fee(s) to Twilio, you must keep your account open and active with the original carrier.
Notice: Do not close your account with your carrier. The account must remain active until your phone numbers have finished porting out to Twilio.
Step 5: Your request will be approved or rejected
Approved: Once your request is approved, Twilio will send an email with the date your number(s) will be transferred to Twilio. When this date comes, and you've verified your numbers are found in your Twilio project, you can begin using your number(s).
Be sure to configure your phone number(s) in advance of the port date to ensure there is no disruption of service when the numbers cut over to Twilio. For help settings your numbers to respond to incoming communications with your Twilio application, see the following resources:
- Configuring Phone Numbers to Receive and Respond to SMS and MMS Messages
- Configuring Phone Numbers to Receive Voice Calls
- Configuring Phone Numbers to Receive Faxes
Rejected: If rejected, Twilio will send an e-mail informing you that your porting request was unsuccessful. A rejection can occur due to a variety of reasons, such as an incorrect PIN for an account, an address or zip code that doesn’t match the current carrier’s record, or a port request made by an unauthorized user on the account. For users who need help understanding a rejection, please see our list of common reasons and their solutions in the article Why was my port request rejected.
Notice: It may be necessary to contact your current carrier to resolve any issues that caused your porting request to be rejected. Depending on your carrier’s porting requirements, this may add an undetermined amount of time to your porting request.
Step 6: Port completed
On the date that the port is completed, your phone number(s) will be live with Twilio, and the monthly recurring charge will be billed.