1. How do I submit a port request?
For the US and Canada, you can submit your request directly through the Plivo console by following these steps:
- Log in to the Plivo console.
- Navigate to Phone Numbers > Port-In > New Port-In Order.
- Fill in your business details on the user details screen and click Continue.
- On the Port-In Details screen,
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- Select the phone number type.
- Choose your preferred port-in date.
- Add the numbers you want to port.
- Enter the current carrier’s account number and port PIN (if applicable).
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- On the Numbers Configure screen,
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- Select capabilities for the numbers (Voice or Voice + SMS).
- Add an alias for easier identification.
- (Optional) Assign a subaccount to the numbers.
- (Optional) Enter a CNAM (Caller ID Name) to brand your calls.
- Choose an application type (XML, PHLO, or Zentrunk).
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- On the Upload Document screen, upload the required supporting documents for the port (for example, your LOA or an invoice).
- Click Submit to complete the process.
For other countries, please submit a port-in request by raising a support ticket.
2. What happens after I submit a port request?
Plivo will submit the porting request to the new carrier if all details and documents are acceptable.
The gaining carrier will verify and forward the request to the losing carrier. The porting status will be shown as pending, and no further action is needed until the losing carrier releases the number.
You'll receive a status update once the losing carrier processes the request. This update will be one of three states, as described below.
- Approved: Plivo will receive a Firm Order Commitment (FOC) or porting date, which confirms when your number will be active with the gaining carrier. Plivo will email you the confirmed porting date. The numbers will also be added to your account two days before the FOC date.
- Update Required: Plivo will contact you to correct and re-submit any information that needs updating.
- Rejected: Plivo will notify you of the reasons for rejection so you can resolve the issues and resubmit the porting request.
Important: Do not close your account with your existing carrier until the porting process is complete. This ensures that your numbers remain active and avoids any downtime.