Puerto Rico Porting – Twilio Support

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Puerto Rico Porting Requirements
Puerto Rico Porting Process

In Puerto Rico we offer porting for the following number types:

Geographic (local)

NOTE: Toll-free numbers can be submitted via the Twilio Console porting tool. Please be sure to check the information on how to submit these requests.

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

Puerto Rico 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).

Puerto Rico Porting Process

Submit your porting request with all the requirements in place via this submission form.
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.
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.
Twilio’s Carrier Partner reaches out to the Losing Carrier. This can take around one week to complete.
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.
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.
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.
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 Puerto Rico, for more details please reach out to porting@twilio.com.