Question
How do I dispute a port-away notification?
Answer
To dispute a port-away notification, please follow these steps:
- Log into the Twilio Console: Access the console under the project or subaccount associated with the phone number(s) in question.
- View the Port-Away Request: Click on the link to view the port-away request.
- Select Phone Numbers: Check the box next to the phone number(s) you wish to dispute. Ensure that the numbers selected have a common service address, as you will need this information in a later step.
- Set Status: Choose the "Set Status" option.
- Select Dispute: Choose "Dispute" from the options.
- Enter Service Address: You will be directed to another screen where you should enter the service address associated with the selected phone number(s).
- Submit the Dispute: Click "Submit" to notify Twilio that the port-away notification was not warranted by you as a Twilio customer, and we will begin the dispute process.
Due to the time-sensitive nature of port-away notifications, it is recommended to dispute any notifications within 48 hours of receiving them. Once submitted, Twilio will begin the dispute process on your behalf. It is also recommended that you reach out to your gaining carrier to stop the port request from their end too if the port is authorized.
Note: If the port is disputed due to an unauthorized request, then we will try with all the possibilities to route back the number to us if the number is already approved at our carrier's end.
Please contact the gaining carrier to cancel the port-out request if you do not want to proceed with the port-out request. For more assistance, please reach out to porting@twilio.com