Who is this Guide For?
- All Users moving phone numbers to our platform
Prerequisites
- Access to your current provider account
- List of phone numbers to port
- Account number, service address, and any port-out PIN (if applicable)
- A recent bill copy (recommended: less than 30 days old)
Overview
This guide simplifies the process of transferring your existing phone numbers to our platform. Porting can seem complicated, but with the right information and preparation, we make it as smooth and worry-free as possible.
Gather Required Information
Collect the following from your current provider’s bill (or CSR, if available):
- Account Holder Name and Business Name (if applicable)
- Service Address (must match the provider’s records exactly)
- Billing Telephone Number (BTN)
- All Numbers to be Ported
- Provider Name and Account Number
- Port-out PIN (if applicable—this may be different from your account security PIN)
- Copy of your most recent bill (recommended: less than 30 days old)
- Optional but helpful: CSR (Customer Service Record) from your provider (when available)
- Outbound Caller ID preference for each number (15 characters or less, including spaces)
Check for Contractual Obligations
- Confirm if you are under contract with your current provider.
- Ask if early termination fees (ETFs) or other commitments apply.
- We recommend resolving these ahead of the port date to avoid delays.
Verify Number Portability
- Not all numbers can be ported (for example, some region-restricted numbers).
- Verify portability for all numbers before submitting the request.
- Contact support or your account manager for a quick verification.
DSL Service
When porting numbers, ensure that there are not other service's tied to any numbers like DSL as typically porting the number will remove these services.
Complete the Letter of Authorization (LOA)
- We will provide an LOA form. Fill it out exactly as it appears on your bill/CSR.
- Each account number typically requires a separate LOA.
- Sign and date the form—accuracy is the #1 way to prevent delays.
Submit Port Request
- Send the signed LOA, account details, and bill copy to your onboarding/support contact.
- We will initiate the request and coordinate the port date once the losing carrier provides a confirmation date/time.
Pre-Port Preparation
- Do not make changes to your current provider account immediately before or during the port (address updates, feature changes, plan changes, etc.).
- Ensure all numbers remain active until the port is complete.
- We’ll notify you of your Firm Order Commitment (FOC) date (also known as the port date) once it is issued by the losing carrier.
- Prepare internal teams and end users with port timing details.
- Confirm your devices and services are configured so calls can route properly once the port completes.
Porting Timelines (SLA)
- Standard ports (under 50 numbers): typically 3–10 business days.
- Complex/project ports (50+ numbers): typically 7–21 business days.
- Please allow up to 3 business days for a response or update after a submission or resubmission.
- If a port is rejected, the SLA typically restarts once the rejection is cleared and the request is resubmitted.
Changes/Cancellations: If you need to change or cancel a port request, notify us at least 72 hours before the scheduled FOC (port) date.
Port Day Validation
- On the scheduled date/time, our team will monitor the port closely.
- We’ll test your numbers for:
- Inbound calling (does your number ring?)
- Outbound calling (can you place calls?)
- Voicemail and features (are they functional?)
Post-Port Follow-Up
- You’ll receive confirmation once your numbers are successfully ported.
- Test all numbers to confirm calls are routing correctly.
- Do not disconnect service with your previous carrier until all numbers have been properly tested.
- After testing, contact your previous carrier to:
- Remove the ported numbers from their system (helps prevent future routing issues)
- Reconcile or close your account (we do not cancel service with your previous carrier)
Troubleshooting & FAQs
Common Port Rejections (and how to fix them)
Most rejections are caused by a mismatch between your request and your current carrier’s records.
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Pending Order: There is an open service request at the current carrier (address change, feature update, prior port, etc.).
Fix: Ask the current carrier to close/cancel anything pending before resubmitting.
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Incorrect BTN: The Billing Telephone Number does not match the primary number on the carrier account.
Fix: Confirm the BTN with the carrier and update the port request to match.
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Address/ZIP Mismatch: The service address doesn’t exactly match what the carrier has on file (service vs billing address matters).
Fix: Request a CSR or verify the service address exactly as stored (and confirm if all numbers share the same address).
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Company / End User Name Mismatch: The name on the request doesn’t match the carrier records/CSR.
Fix: Verify the company/end user name on file and update the LOA/request accordingly.
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Account Number or PIN Issue: Missing/incorrect account number or port-out PIN (often different from a standard account security PIN).
Fix: Obtain the correct account number and the assigned port-out PIN for each number, then resubmit.
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TN Inactive on Account: The number is disconnected/suspended/not active, or key info is incorrect for that number.
Fix: Ensure all numbers are active and verify the details for each number (a wrong BTN can sometimes trigger this).
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All Data Mismatch: Multiple fields (name, address, account #, etc.) do not match the carrier records.
Fix: Request a CSR and ensure every field on the request matches exactly.
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Incorrect Authorized Signer: The LOA signer is not listed as an authorized contact with the current carrier.
Fix: Confirm the authorized party with the carrier and have the correct contact sign the LOA.
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TN Not in Appropriate Status (Locked / Carrier Freeze): The number is locked or has a freeze preventing port-out.
Fix: Ask the carrier to remove freezes/unlock for port-out and provide any required port-out PIN.
What if my PIN is incorrect?
- Contact your current provider to verify the correct port-out PIN (if one is required).
- Some carriers assign unique PINs per number.
- Ensure the submitted PIN matches the carrier records to avoid rejections.
Can I port numbers from multiple accounts?
- Yes, but each account typically needs its own LOA and bill/CSR documentation.
- This helps ensure each group of numbers is validated and processed correctly.
If you need further assistance, contact your support team via your organization’s normal support channels or select the button below to visit your support portal: