Cancelling a Phone Number Port Request to Twilio

In many cases, it will be possible to cancel a port after you initiate the request without issue. As soon as we receive the cancellation request, we’ll work diligently to cancel the port. Unfortunately, once a port date has been scheduled for your request, we'll no longer be able to process a cancellation.

Since the carriers involved may have already begun the process of re-configuring your phone number, it may be costly and/or difficult to cancel the port midway through the process. The further we are in the process when you cancel, the less likely it is that we will be able to successfully cancel the port, and the more likely it is that you will incur fees and/or increase the risk of a lapse in phone service.

How to Cancel a Port

To request cancellation of your port, please respond to the email that you received regarding your port request, or send a new email to porting@twilio.com. In your email, please indicate clearly which porting phone numbers you would like to cancel.

Once we receive your request, we’ll promptly check with the underlying carriers, and determine if we are able to cancel the port request. We'll also find out if there are any fees or risks associated with the cancellation.

If we can readily cancel the port, we will do so, and then confirm the cancellation with you. If it will be more difficult to cancel the port, we’ll contact you and let you know your options including any costs and/or likely risks. You can then decide whether to proceed with the cancellation, or continue forward with the port request as outlined below:

  • If you decide to complete the port to Twilio but would like to return to your original carrier, you can file a port request with your original carrier after the port to Twilio has completed to have that carrier port the number away from Twilio and back to your original carrier. For more information, please see How do I port my phone numbers away from Twilio?
  • If you decide to go through with the cancellation request, we’ll do our best to ensure that the cancellation proceeds smoothly and that we minimize the fees and risks to you. We will only pass through any fees that we directly incur on your behalf in connection with the cancellation. We also strongly recommend that you reach out to your original carrier and let that carrier know that you are canceling the port and that your original carrier should not discontinue service on the phone number.
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