Porting a telephone number is a six step process that can take up to four (4) weeks depending depending on the type of number you are porting and the country the number is located in. The process includes a lot of coordination between your current carrier as the RespOrg (responsible organization) to transfer to Twilio.
1. Submit your Porting request. Log into your Twilio project and going to the Porting Request page. You will need the following for a successful request:
- The authorized user or owner’s first and last name.
- The corresponding service address. This must be an actual physical address. PO Boxes are not valid addresses.
- A Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). Note that the information on your LOA must match the authorized user name and service address provided by your current carrier.
- Obtain a Customer Service Record (CSR).
- A scanned (or electronic) copy of the most recent phone bill, within the last 30 days, that includes the account, owner/authorized user name, and address information for all the numbers you’d like to port.
- Read the most common reason for rejections to avoid them.
2. Number gets approved by Twilio. If everything in Step 1 was done correctly, you can expect your Porting request to be approved in 24 hours. Again, depending on the type of number you are porting (for example, Toll Free or Landline), the approval time may vary
3. Number is Submitted to Carrier Partner. This can take up to 24 hours. Your request is then submitted to your soon-to-be former carrier as a port request. During this time, do not close your account with your carrier and keep your numbers active.
4. Carrier Partner reaches out to Losing Carrier. This can take one (1) week to complete.
5. Response from carrier. At this point, your request will either be approved or rejected:
- Approved: If approved, then you will receive a porting date of when your number will ported to Twilio.
- Rejection: These occur for 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. Read more about common reasons for port request rejections here. Additionally, you will need to reach out to your losing carrier to find out what’s needed to move forward. Depending on the needs of the carrier, this will add an undetermined amount of time to your porting request.
6.Twilio reaches out to you with your porting date. Twilio will send you an email of your porting date for when your number will be transfer to Twilio. Once your date has passed and you’ve verified the number has transferred to your Twilio project, you can begin using your number. Please configure your voice and sms URL’s at this time.