What is Custom Porting?

Custom Porting is a paid white glove service that facilitates a smooth transition of voice and/or SMS routing from an existing provider to Twilio’s network, while maintaining constant and personalized communication with the customer.

Our offering includes:

• A dedicated porting contact:
  • Assigned manager as your primary interface to porting.
  • Personalized explanations of port rejections issued by your existing carrier with recommendations on how to resolve them.
  • Project management of complex porting projects.
• Reporting and monitoring:
  • Constant communication of SMS & Voice updates during port completions.
• Preferred Scheduling
  • US voice ports can be scheduled at the date and time specified by the customer.
  • International Ports will be prioritized by the team and can be scheduled in some cases.
• Access to countries and number types not supported by Twilio’s standard porting offering. 

What we do not support: 

• Items unrelated to porting (e.g. voice and messaging application architecture)
• Internal transfers for existing Twilio phone numbers. These are managed by the Twilio Support team.
• Assistance with 10DLC A2P registration or Toll-free Verification. For additional help with messaging compliance, see our Fast Track packages.
• Port out requests. A separate team manages all port-outs, as the port-out process is primarily driven by gaining carriers.

What countries are supported?

• US/Canada Landline and Toll Free
• International **

What type of engagement do we offer?

• One-time projects / engagements
• Ongoing porting support for ISVs

What is your pricing?

Pricing varies depending on the quantity of phone numbers and their country/type, your timeline, the number of underlying carriers, and additional factors. In order request, please contact our team (see below).

How to contact our team?

• Reach out to your sales contact to request Custom Porting services
• If you don’t have a sales contact, please submit an email to porting@twilio.com with subject line “Query regarding custom porting services”

** Requests to port to Countries/ number types outside of our standard offering can be evaluated on a case by case basis.