Below are instructions for porting Canada phone numbers to Twilio.
Notice: The Canadian Porting Beta is for Landline and Mobile numbers only. Toll-free numbers can be submitted via the Twilio Console porting tool. If the toll-free numbers have a Canadian service address, you may enter any American address in the web form. As long as the correct service address is used on your Letter of Authorization (LOA), the port should succeed.
- Submit your port request to email@example.com including the items listed below.
- 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 address. This must be an actual physical address. PO Boxes are not valid addresses for porting.
- 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. You can find the LOA required for Canada numbers below.
- Customer Service Record (CSR). A CSR is a complete record indicating the information that the existing carrier has on file for your number. They will expect to see this information populated on your LOA when they receive the port.
- 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.
- Tip: Read the most common reasons for rejections to avoid them.
- Number gets approved by Twilio. If everything in Step 1 was done correctly, you can expect Twilio to review your port request within 1 business day of submission.
- Number is submitted to the carriers. Your request is then submitted to the number's existing carrier for approval. During this time, be sure to keep your phone numbers and account active with your existing provider. This can take approximately 1 week to complete.
- Response from carrier. Once the existing carrier reviews the request, the port will either be approved or rejected:
- Approved: If approved, you will receive a porting date set by the carriers (see below).
- Rejected: These can 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 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.
- Twilio reaches out to you with your porting date. Twilio will send you an email with your porting date.
- 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.
- 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.
Notice: Twilio charges a one-time fee for porting-in Canadian phone numbers. The current per-number rate will be provided by the porting operator in response to your request, and will be billed to your account after the port's successful completion.