Potential Support Response Time Delays Due to Surge in Toll-Free Queries: We’re experiencing a surge in inquiries due to the November 8, 2023 Toll-Free Restricted Traffic Shutdown Deadline. We’re committed to helping you; please bear with us as there might be some delays. For more details, see Toll-Free Message Verification for US/Canada.

Canada Porting

The following topics are discussed in this guide. Click a topic to skip directly to this information:

In Canada we offer porting for the following number types:

  • Geographic (Local)
  • Mobile
  • Toll Free

NOTE: Toll-free numbers can be submitted via the Twilio Console porting tool. At this point, our porting tool only accepts American service addresses. As your service address lies in Canada, you must submit the request using any American address. See more information on Canadian TF number porting below. 

Canadian Numbers support both VOICE and SMS. However, please note that unlike Canada, most of International Phone Numbers have VOICE capability only. Below are instructions for porting Canadian phone numbers into Twilio. You can find porting summary and timelines here.

Please note that you will need to approve the port within a 90-minute timeframe from receiving the port approval SMS text from the losing provider. Unless you respond to the text message within the given timeframe, the port will get rejected.

Canada Porting Requirements

General requirements

Please include in the body of the e-mail the following information (all information is mandatory to proceed with the porting process):

  • The Twilio Account SID where you would like the number(s) ported.
  • A list of the phone number(s) you want to port, either pasted in the email body or attached in a spreadsheet.
  • The authorized user or owner’s first and last name.
  • The corresponding service addresses. This must be an actual physical address. PO Boxes are not valid addresses for porting.
  • Current Customer’s account number. 

Please also attach to the email:

  • Letter of Authorization (LOA) signed by an authorized user 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.
  • Customer Service Record (CSR) or the most recent bill.
    • A CSR is a complete record indicating the information that the existing carrier has on file for your number.
    • Bill: A scanned (or electronic) copy of the most recent phone bill (preferably dated within the last 30 days that includes customer’s account number, owner/authorized user name and address information for all the numbers you’d like to port).

Toll Free number requirements

Canadian Toll Free Numbers are submitted via Twilio Console. Please note that our porting tool only accepts American service addresses. As your service address lies in Canada, you must submit the request using any American address. You may use the following:

Twilio, Inc.

548 Market St, #14510

San Francisco, CA 94104

Please note that your LOA must show your actual Canadian service address for the number(s), as we will send this document to your losing service provider in order to request the numbers' release. It must match their records in order to be successful.

Please visit these FAQ's before submitting your request:
http://www.twilio.com/help/faq/porting/what-do-i-need-to-do-to-port-my-number 
http://www.twilio.com/help/faq/porting/how-do-i-submit-a-bulk-port-request 

Then login to your Twilio account, and submit your request by selecting the link below:
https://www.twilio.com/user/account/phone-numbers/port 

You will be asked for the Letter of Authorization dated within the last 15 days, and a current billing document. The Letter of Authorization (LOA) verifies your ownership of the phone numbers and authorizes Twilio to complete the port request. The information in the LOA must match the service information on file with your current carrier.

Canada Porting Process 

  1. Submit your porting request with all the requirements in place via this submission form.
  2. Twilio approves the port request. If everything in Step 1 is correct, you can expect Twilio to approve your port request within 24 business hours.
  3. Twilio submits the number to the Carrier Partner. This can take up to 24 business 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. Twilio’s Carrier Partner reaches out to the Losing Carrier. This can take around one week to complete.
  5. Response from the carrier. At this point, your request is either approved or rejected:
    • Approved: If approved, Twilio will notify you about a porting date. 
    • Rejected: Rejections can occur due to various reasons. For example, invalid VAT Number or invalid/incomplete range of numbers. Read more about common reasons for port request rejections here. Additionally, you will likely need to reach out to your losing carrier to find out what’s needed to move forward. Rejections may add an undetermined amount of time to your porting request.
  6. Twilio reaches out to you with a porting date. Twilio emails you with a porting date and time slot if known. Your number is on your Account and can be visible in the Twilio Console.
  7. Configure your number. It is critical to configure your number prior to the porting date. This will minimize the service downtime. You can configure the numbers from the Twilio Console.
  8. Your phone number is with Twilio. Once your number(s) is routing to Twilio and everything works as expected, you can remove the number(s) from your former provider.

We charge a one-time porting fee for Canada, for more details please reach out to porting@twilio.com.

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