To initiate a port-in request, you must have a Plivo standard account.
Please follow these five steps to complete your port-in request.
Step 1: The owner of the number will have to collate the information listed below and create a support ticket with Plivo.
Letter of Authorization (LOA): signed by the authorized user and/or owner of the number(s). Please note that the information in your LOA must match the authorized username and service address provided by your current carrier. A sample LOA template and guidelines to fill the LOA are attached at the end of this guide. Based on the service availability or coverage for a number, we may request a PIN number or the account number for porting regular US numbers. If you are already aware of the PIN/account number, please include those details in your LOA.
Invoice: a copy of your most recent phone bill, from within the last 30-60 days, that contains the account name, authorized username and billing details for the number that you would like to port.
Step 2: Plivo will submit your port request to the new carrier
Plivo checks the requested phone number for porting eligibility and submits the request to the new carrier. Once the porting request is verified by the new carrier, the request is submitted to the partner carrier (the one from which you are porting a number). At this time, the porting request will be pending with the losing carrier and no further action is required till the losing carrier releases the number.
Step 3: The new carrier reaches out to the previous carrier
Once the previous carrier receives the porting request, they will validate the request for legitimacy. This can take anywhere from five to seven business days, typically.
Step 4: Response from the carrier
At this point, you will get an update on whether the port request is approved or rejected.
If the request is approved: Plivo will receive a FOC (firm order confirmation/porting date) telling you when your number will be in service with the new carrier.
If it is rejected: Plivo will reach out to you to resubmit the port request and reinitiate the four-step porting process again with the correct details as per the explanation of your initial rejection. The best way to prevent your port request from being rejected is to make sure you submit the exact information that your current carrier has on file. It’s always good to contact your current carrier in advance to verify this information.
You can also get the details from the CSR (Customer Service Record). A Customer Service Record (CSR) is a document that contains the service address of the phone number that you would like to port. The CSR is required as proof of phone number ownership for all phone number porting requests.
To learn more about possible rejection reasons for a port request, click here.
Step 5: Plivo will reach out to you with the FOC/porting date
Plivo will send you an email alerting you of your port date. We will add the numbers you wish to port two days prior to the date of the FOC. At this point, we would recommend you to have the application set up and ready for your number to avoid any service interruption or downtime for the newly ported number. Plivo will send out a confirmation once the port is complete so you can begin using the phone number.
Note: The port-in process for a local/international number is the same as that for a toll-free number. However, the LOA for a toll-free number differs slightly. Sample LOAs for both – a US local number and toll-free number – are attached at the end of this guide for your reference.
If you wish to port an international number, please reach out to our Support Team and we will share the respective LOA that must be completed.