How Do I Port My Phone Numbers Away From Twilio? – Twilio Support

Objective

How to get the CSR Information and also the steps to submit the port request with the new carrier.

Product

Porting

Procedure

To port your numbers away from Twilio, you will need to contact the carrier to which you’d like to port your numbers (e.g., Verizon, AT&T). Most carriers require you to fill out a Letter of Authorization, or LOA. Please note that portability rules vary by country, and not all countries provide for portability. Nevertheless, in countries where porting is available, the process generally works as described here.

Typically, you will be asked to provide the following information by the desired/new carrier while you port the number away from us:

Name: The end user’s full name is required for porting.
Account SID: The last 8 characters (letters and numbers) of your Twilio Account SID. Please note that some carriers do not allow you to enter both letters and numbers. In these cases, please use the last 8 numbers of in your Account SID, excluding any letters.
Customer Service records (CSR): For phone numbers that you purchased from Twilio, the service address will generally be Twilio's service address. Please contact porting@twilio.com to request Twilio's service address. If you originally ported the numbers to Twilio, the service address is likely to be the same address that you included on your original LOA to port the numbers to Twilio.
PIN (Personal Identification Number): PIN is a 4 or 5 digit password associated with the US number that allows the customer to move the number from Twilio to another carrier. PIN is mandate only for US local numbers, for rest of the numbers, there is no need for a PIN. Please contact porting@twilio.com to get the PIN for the number.
In some instances, if your port request is rejected for a PIN requirement, you may contact us for the PIN required.
If the carrier requires a billing document or proof of ownership, please note that, we are a pay-as-you-go service; we do not have traditional bills. Nevertheless, you can use a screenshot of the “Numbers” tab of your account. Twilio does not provide any proof of ownership documentation to the customers.
If your new carrier requires a “business telephone number” (BTN) this can be any number from the list of numbers you wish to port.
Business name, authorized name, or billing name on old service provider account: Use “Twilio, Inc.” Note that, for this field, your new provider is typically not asking for your name, but is instead asking for the name that is on file as the owner of record for the phone number, which in this case is “Twilio, Inc.”

To obtain port-out details for any non-US numbers, please contact us at porting@twilio.com.

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To submit a new port request with your desired carrier, follow the steps below:

Contact the New Carrier: Reach out to the carrier you wish to port your numbers to (e.g., Verizon, AT&T). Each carrier has its own process, so it's important to follow their specific instructions.
Letter of Authorization (LOA): Most carriers will require you to fill out a Letter of Authorization (LOA). This document authorizes the transfer of your phone number from Twilio to the new carrier.
Provide Necessary Information: Be prepared to provide information such as your Twilio account details and the phone numbers you wish to port. The new carrier will guide you on the exact requirements.
Portability Rules: Please remember that portability rules vary by country. Not all countries allow number portability, so check the regulations applicable to your location.
Complete the Process: Once the new carrier has all the necessary information, they will coordinate with Twilio to complete the porting process.

After you submit a request to your new service provider, they will contact Twilio’s carrier partner to make a port request. Twilio’s carrier partner will in turn contact us. When we receive the port-away notification, we will email you to make sure the number port request was legitimately authorized by you. Please confirm the port-away request promptly. We add this last confirmation step because there are cases in which people fraudulently port numbers.

If for any reason your port-away request is rejected, please contact us at porting@twilio.com and let us know what number(s) you are trying to port and your Account SID. In addition, let us know the specific reason provided to you by your new carrier for why the port was rejected.

Once Twilio receives the port away notification, we will email you to confirm your request. If you have multiple users of your project, please follow the link below to select the user you would like to receive notifications. That user must have either the admin or billing role selected. See the FAQ Adding users to your Twilio project.

Note that, to protect our customers from unwanted port-aways, if the information that you provide does not match our records, then the port request will be rejected.

Important: During the port-out process, please avoid releasing the numbers from your Twilio account, as they must be active for the port to be successful, and disable the emergency configuration for the numbers before submitting the port-out request.