Question

Why did I receive a port-away notification? 

Product

Porting

Environment

legacy Twilio Console

Answer

You received a port-away notification because a Twilio carrier partner has informed us that a phone number in your project is being ported (moved) from the Twilio platform to another carrier’s network.

Here's what you can do next:

• If the Port-Away is Expected: If you initiated this port-away or were expecting it, you should approve the notification to allow the process to proceed smoothly.
• If the Port-Away is Not Warranted: If you did not initiate or expect this port-away, you should dispute the notification. By disputing it, Twilio will work on your behalf to retain the phone number.

In some instances, the request will be approved because we validate the port request with the information shared by the new carrier. If you notice any unauthorized port post we approved the request; immediately dispute the request directly from the Twilio Console or reach out to us. 

If you do not submit a dispute, the port-away request will be allowed to proceed.

Additional Information 

Please refer to this article to know how to dispute the port away request and for additional assistance, reach out to the Twilio porting team at porting@twilio.com.