Canada Porting

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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.

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 to porting@twilio.com.
  2. The request is reviewed by Twilio. Twilio to review your port request within 1 business day of submission and inform you if there is something missing or to be corrected before we submit a port request to your current carrier.
  3. The number is submitted to the carriers. Your port request is then submitted to the current carrier for approval. During this time, be sure to keep your phone numbers and account active with your existing provider. This can take approximately 10 days to complete.
  4. Response from the carrier. Once the existing carrier reviews the request, the port will either be approved or rejected:
    • Approved: If approved, Twilio will receive a porting date set by the carriers.
    • Rejected: These can occur for a variety of reasons. Read more about common reasons for port request rejections here. You will likely need to reach out to your existing 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.
  5. Twilio reaches out to you with your porting date. Twilio will send you an email with your porting date.
  6. Configure Voice and SMS application. It is critical to configure your number in advance of the porting date so that you experience no downtime when traffic ports over to Twilio.
  7. Port Completion. Twilio will send you an email confirming that your port has completed as scheduled. At this point, you may verify the number that traffic has begun routing via Twilio.

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

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