How to use the Number Migration Portal

Twilio's number migration portal allows users to port or release identified phone numbers in your account that are not serviced by one of our premium telecom carrier partners. Although Twilio provides software programmability directly, we often rely on telecom carrier partners to provide the underlying telecom service. 

By moving your phone numbers to a premium provider, we can provide you with higher levels of quality, with no change to the price of the phone number.

For more information on the Porting process, please refer to the following resources:

Continue reading for step-by-step instructions.

 

  1. Check your email for your initial invitation to the Number Migration Portal
  2. Log into the Number migration portal using your email address and Twilio Account SID. The Account owner's email is the only email that can register for access  
    acct_sid_notice.png        
  3. Complete the Number Migration Portal registration.
  4. Navigate to the Numbers page.     Numbers_page.png
  5.  Select a Parent Account from the drop-down and press Load Numbers.Load_Numbers.png
  6. Review your phone numbers list to provide a decision- either ‘Port’ (keep) or ‘Release Now’ (stop using) the number. Check the Eligibility column to determine the phone numbers that are Portable with LOA or Not Portable. Optionally filter the values to view phone numbers in similar batches.

 eligibility_screen.png

Notice_2.png

 

Port A Number via Number Migration Tool

 

  1. From the Numbers page, Select a Parent Account from the drop-down and press Load Numbers.Numbers_page_1.png
  2. Click on the checkbox next to one or more phone numbers you would like to Port. select_a_number_to_port.png
  3. Press Port Numbers.     

    Screen_Shot_2021-02-12_at_3.40.25_PM.png
  4. Enter the email address of the Signatory to authorize the Port and press the “Port Now” button. Port_Now.png

          port_notice.png

  1. You will see a confirmation message once submitted.  port_confirmation.png
  2. The LOA will be emailed to the Signatory via an e-signature service. 
  3. Once the Signatory e-signs the LOA, the port will process. 



Release A Number via Number Migration Tool



  1. From the Numbers page, Select a Parent Account from the drop-down and press Load Numbers.    Load_Numbers.png


  2. Click on the checkbox next to one or more phone numbers you would like to Release.        release_a_number.png
  3. Press Release Numbers.
    Release_button.png
  4. Confirm the release of selected numbers by pressing Release Now.      release_now.png
  5. You will receive confirmation that selected numbers have been submitted for release.     close_release.png

          Notice_4.png

 

View Overall Status of Numbers via Number Migration Tool

 

  1. Navigate to the Reporting page. 

    reporting_Page.png
  2. Select your Account Sid from the dropdown menu, and then click the ‘Load Status Chart’ button.
    load_status_chart.png
  3. The status chart will provide you with a breakdown of your numbers by current status. From the chart, you can quickly drill down into a number status section of the pie chart by clicking on a slice.   mceclip0.png
  4. Once you select a slice from the chart, the page will switch to the table view and only phone numbers in the selected number status will be visible.mceclip1.png

 

Number Migration Portal Porting FAQ:

  1. What is porting?
    Porting is the transfer of a phone number between two telephone service providers on behalf of an end-user. The process involves providing the right documentation to prove ownership of the numbers (a Letter of Authorization, or LOA) as well as coordination between multiple parties in order to port the numbers.

  2. In what cases should I expect Twilio Porting team to reach out for additional information in order to port my numbers? 
    We may need to reach out to you if some of the information on the LOA is missing or incorrect or a telecom carrier requires supplemental information to execute the port request.

  3. I have multiple numbers in several different countries, and the numbers belong to  several different end users. How many LOAs do I need to sign?
    Although you can group multiple numbers within the same country on a single LOA, you will need one LOA per country per end user. Suppose you have 5 numbers in 3 countries. You would need at least 3 LOAs, assuming all the numbers belong to a single end user, and if those numbers are divided across several end users, you might need additional LOAs.

  4. Should I expect any downtime during the port? 
    No. We do not expect any significant downtime during porting, hence the process should be seamless for you. You will be able to use the number during the porting process.

  5. What is the timeline and how will I know my number was ported?
    Porting a telephone number is a multi-step process that can take up to 4-6 weeks. It depends on the type of numbers and the country. You can return to the portal to see the status of your numbers, but please keep in mind that the portal does not provide real-time tracking. The information is updated twice per week.

  6. Do I need to re-configure my number after porting? 
    No, all configurations will remain the same. 

Country specific LOA requirements:

 

Italy:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Letter of Authorization must be in Italian. Letter of Authorization must be in Italian. You can find a helpful translation guide here.
  • Address corresponding to the number prefix locality. In some countries, regulators require that local and / or national numbers be affiliated with an address associated within the locality of the phone number prefix. Italy is one of those countries. List of dialing prefixes and corresponding localities can be found here.
  • You can skip the business section of the LOA document in case number(s) belong to the private user. 
  • Secret code, phone number type and contract number fields will be filled by Twilio.

Spain:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Austria:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Letter of Authorization must be in German. You can find a helpful translation guide here.

Belgium:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Brazil:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Czech Republic:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Switzerland:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).Letter of Authorization must be in German. You can find a helpful translation guide here.

Denmark:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Germany:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Letter of Authorization must be in German. You can find a helpful translation guide here.

Finland:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

France:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Luxembourg:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Norway:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Netherlands:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Poland:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Letter of Authorization must be in Polish. You can find a helpful translation guide here.
  • Address corresponding to the number prefix locality. In some countries, regulators require that local and / or national numbers be affiliated with an address associated within the locality of the phone number prefix. Poland is one of those countries. List of dialing prefixes and corresponding localities can be found here.

Portugal:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Letter of Authorization must be in Portuguese. You can find a helpful translation guide here.
  • Address corresponding to the number prefix locality. In some countries, regulators require that local and / or national numbers be affiliated with an address associated within the locality of the phone number prefix. Portugal is one of those countries. List of dialing prefixes and corresponding localities can be found here.

Romania:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Sweden:

  • Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s).

Description of the porting process: 

  1. Sign the LOA and submit your Porting request.
  2. The porting request is submitted to Twilio’s Premium Carrier.
  3. Response from the carrier. It can take up to 4-6+ weeks to receive a response. At this point, your request will either be approved or rejected:
    • Approved: If approved, your number will be ported to the new premium carrier.
    • Rejected: Rejections can occur for a variety of reasons, such as Incorrect Site Address, etc. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request. Our porting team will provide you the reason and the resolution of the rejection.
  4. Number ported.


If you require further assistance, please contact our Support team and mention the Twilio Migration Portal in your message. 

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