Porting In

What is porting?

Porting transfers a phone number between two service providers. The process involves providing documentation to prove ownership of the number as well as coordination between the two providers to finalize the number’s porting date.

How long does it take to port in a number?

Initiate the process of porting a local US or Canadian number by making a request on the Plivo console. The process can take up to four weeks depending on the type of number you are porting and your current service provider. 

We offer porting across the US, Canada, and Australia. Self-service port-in via the console is only available in the US and Canada. For Australia, submit a port-in request via a support ticket.

How do I port a phone number to Plivo?

To initiate a port-in request, you must have a Plivo Standard account. Plivo automatically ports both voice and SMS capabilities for long codes. For toll-free numbers, only voice is ported by default. To configure SMS capability on toll-free numbers, please contact the Plivo support team. Ensure you gather all the necessary information beforehand.

You need to provide the following information and documents with your port-in request.

• The authorized user or owner’s first and last names or the business name.
• The corresponding service address, which must be an actual physical address; PO  boxes are not valid addresses.
• A Letter of Authorization (LOA) signed by the authorized user and/or owner of the number(s). The information on the LOA must match the authorized user name and service address provided by your current carrier.
• A scanned or electronic copy of your most recent phone bill from within the last 30 days. It must include the account, owner or authorized user name, and address information for all the numbers you’d like to port.
• Account number and port PIN (if applicable) from the current provider.

If this information is not accurate, your request will be rejected or delayed until you are able to provide the correct information. 

Submit your port request

Log in to the Plivo console and go to Phone Numbers > Port-In > New Port-In Order. Fill in your business details on the user details screen, then click continue.

On the port-in details screen, enter your preferred port-in date and the numbers you want to port in. Enter the current carrier’s account number and, if you have one, the port PIN for the number. Click continue.

Then, configure your to-be-ported numbers in advance so that when the port-in is complete, your numbers are set up for voice and SMS. In this step, you will be asked to:

• Enter an alias / friendly name for the numbers.
• Select a sub account to ease number management (optional).
• Enter a caller ID name (CNAM) to help brand your calls (optional).
• Select the XML or PHLO application to associate the numbers with.
  
  

The final screen asks you to upload the supporting documents for your request. When you’re finished, click submit.

Until you hear that the porting process is complete, don’t close your account with your old carrier to keep your numbers active. You’ll receive an email alert on your registered account as the porting process moves forward.

How do I check my request status?

During the port-in process, you can track the status of your order by navigating to Phone Numbers > Port-In and checking the order status. Your request will be listed as one of the categories outlined below. 

• Draft: You have started but not submitted the port-in order.
• Processing: One or more numbers have been submitted to the carrier and awaiting updates from the carrier.
• Update required: One or more numbers in your order require you to provide an update.
• Completed: The order has been processed completely. Check the number list inside for number-specific details.
• Canceled: The order has been canceled by the end user.
• Rejected: All the numbers attached to the port order were rejected. Please contact Plivo support for assistance. 

Why is SMS not working after my number has been ported in?

After porting in your number, you may experience issues with sending or receiving SMS. This is because 10DLC registration is required for text messaging to function properly on U.S local numbers.

To enable SMS functionality, 10DLC registration is required.

You can follow the step-by-step registration process outlined in our documentation here:
Plivo 10DLC Registration Process

How do I check the number port-in status?

During the port-in process, you can track the status of your phone number by navigating to Phone Numbers > Port-In and clicking on your port order name. The status values are listed below. 

• Submitted: The number was submitted to end operators for porting. We’re waiting for acceptance from the carriers and a Firm Order Commitment (FOC) date for local number port orders.
• Accepted: The number was accepted for porting by the end operator. An FOC date was also assigned for local number port orders.
• Update required: One or more fields for the number require an update. See remarks for more information.
• Completed - Voice failed: The number has been ported in but voice capabilities are not enabled yet. Plivo is working on enabling voice with end operators. 
• Completed: The number porting request was successful.
• Canceled: The number porting request was canceled by the end user.
• Rejected: The number porting request was rejected by the end operator. See  remarks for more information.

A number will not be added to your Active Numbers list until number porting is complete. The number can only be tracked by navigating to Phone Numbers > Port-In and clicking on your port order name.

What is the FOC date and why is it important?

For local number port orders, the Firm Order Commitment (FOC) date is the date on which the losing carrier will release a phone number to the gaining carrier.

The issuance of an FOC signals the confirmation that your port-in request has been accepted. Plivo tests the numbers for SMS and voice capabilities on the FOC date. Once successfully tested, the numbers are added to your Active Numbers.

If you want to cancel a port-in order after an FOC has been issued, you must do so at least 72 hours before the date. 

FOCs do not guarantee a specific time other than before the end of business on that date.

When porting a number, when should I cancel service with my current carrier?

Your phone number must remain active on your current carrier until the port request is complete. 

Once you’ve received confirmation that your port request is complete, contact your previous carrier to ensure that the phone number was taken out of your account to prevent further charges.

Can I submit a bulk port-in request?

You can submit bulk port-in requests for US and Canadian numbers on the Plivo console. To do so, paste a list of up to 40 local landline or toll-free numbers in the Phone Numbers field. Please note: A request can accommodate either local numbers or toll-free numbers, but not both at the same time.

Port-in may take two to four weeks to complete.

Why was my port-in request rejected?

Although most numbers are portable, there are several common reasons why a port request may be rejected by the losing carrier. In nearly all cases, rejection can be remedied by the rightful user of the phone number.

The best way to prevent your port request from being rejected is to submit the exact information your current carrier has on file. Contact your current carrier in advance to verify this information. We recommend that you obtain a CSR from your current carrier and submit the information in the record.

Plivo needs two documents to port in US or Canada phone numbers. Please ensure that all documentation has the same name and address listed. Discrepancies may cause delays or result in your application being rejected by the previous carrier.

• A letter of authorization (LOA) signed by the authorized user and/or owner of the phone number. The information in your LOA must match the authorized username and service address provided by your current carrier. Based on service availability or coverage for a phone number, we may request a PIN or the account number associated with the phone numbers. If you know your PIN and account number, please include those details in your LOA. Here are Microsoft Word documents you can use as templates for an LOA.
  
  
  • LOA template for toll-free phone numbers
  • LOA template for local phone numbers
    
    
• A recent invoice from the previous service provider that proves the ownership of the number, or the customer service record (CSR) for the phone number. The invoice must contain your account name, authorized username, and billing details for the phone number you wish to port. For VoIP numbers, including those from services like Google Voice and Skype, you may not be able to obtain a CSR or invoice as proof of ownership. In that case, provide a screenshot of the account page with your name and the phone numbers you wish to port in along with your LOA. 
  
  In addition, please share the email address associated with the Plivo account to which you would like the phone number to be ported. If this is a wireless port, also include the wireless account PIN/passcode.

If you wish to port an international number, reach out to our support team for the LOA you must complete.  

Toll-free phone number porting requests must be made by the toll-free phone number subscriber. Follow the procedures for porting in any number, and use the letter of authorization (LOA) template for toll-free phone numbers linked to from that page.

1. How much does it cost to port a number?

It is free to port numbers in the US and Canada. For other countries, a one-time fee may apply. Please submit a support ticket to inquire about portability and obtain pricing for porting your number to other countries.

2. Can I choose a specific date to port my number? Can Plivo expedite the process?

You can select a preferred porting date when submitting the port request through the console, but this is a target and not guaranteed. If the transfer date is later than your preferred date, Plivo will notify you via email and on the console. 

Since porting requests involve multiple carriers, we cannot expedite the process. However, you can request your current carrier to release the number, which may help speed up porting.

3. How can I cancel a port-in request to Plivo?

To cancel a port-in request, navigate to the Port-in Orders page on the console. Select the port order to be canceled and click on Action: ‘Cancel”. Note a port-in order cannot be canceled once the FOC is assigned.

4. What is a RespOrg (Responsible Organization)?

A RespOrg is an authorized company that manages registrations for toll-free phone numbers within the Somos database. Somos is the entity designated by the US Federal Communications Commission (FCC) to oversee toll-free number registries in the US. Plivo is an authorized RespOrg.

5. How long until I can use voice and SMS with newly ported numbers?

Once your numbers are successfully ported to Plivo, you can start using the voice and SMS services immediately.

6. Will I experience downtime when porting a number to Plivo?

Typically, there is no downtime when porting numbers to Plivo. The process is designed to prevent disruption to your service.

Your current carrier will continue providing service until the porting process is complete and all rerouting is finalized. We recommend that you ensure that your configuration is set up and ready to go once the number is ported.

7. How can I cancel a port-out request to Plivo?

Plivo receives a port-out request, we send a port-out notice to the customer. The email will provide options to either “Authorize the Transfer” or “Stop the Transfer.” Customers need to select one of these options by clicking the corresponding button.

• If you Authorize the Transfer, the phone number(s) will lose service with Plivo on the FOC date after the successful port-out and will be removed from your account with prior notice.

• If you Stop the Transfer, your number(s) will remain with Plivo and continue functioning as configured on your account.

If no action is taken, Plivo will automatically stop the transfer by the deadline listed in the email notice.

Porting is the process of transferring a phone number from one telephone service provider to another. 

Number porting lets you retain the same number while switching service providers. You won't experience service disruptions, and companies can retain their contacts from existing numbers. Phone number porting must be requested by the owner of the phone number.

Porting 100 phone numbers or fewer is a normal porting request. Porting more than 100 numbers is considered a project porting request. Project porting requests require that the numbers to be ported belong to the same account of the same carrier.  

We offer number portability for most of the carriers in Australia, Canada, and the United States. You can also port VoIP numbers, including Google Voice and Skype numbers, into Plivo.

Number porting is supported only within the boundaries of each country. For example, you cannot port a number originally serviced by a service provider from the United States to one in the United Kingdom.

You can get started with porting your US and Canada numbers to us by navigating here.

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, 
• • • 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).
• On the Numbers Configure screen,
  • • 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).
• 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.

You can cancel your port-in order at no cost until the order is accepted by the carrier. To cancel a port request, simply go to the Plivo console, select the specific order you wish to cancel, and click "Cancel" under the Action field.

Here's a list of common reasons why a porting request may be rejected. 

Unsatisfactory business relationship

In this scenario,  you either have an unpaid balance or the carrier charges port-away fee. To resolve this rejection, pay the outstanding balance or fee to your current carrier. Once this is resolved, please create a new port request.

Data mismatch, name mismatch, or address mismatch 

The information you submitted in your Letter of Authorization ( LOA) is different from what’s on file with your current carrier in their Customer Service Record (CSR). The information on the LOA — particularly the authorized user, service address, and ZIP code — should exactly match the information on the CSR.  

To resolve this rejection, there are two options. 

• If the LOA was incorrect, please share a new LOA on the same port request.
• If the information on the CSR from your current carrier is incorrect, contact the carrier to get it changed. Once the carrier confirms that the correction on their end is complete, create a new port request.

Number is inactive

Your numbers must be in service with the losing carrier. To resolve this rejection, contact the losing carrier to reinstate the number. Create a new port request once the number is reactivated. 

Unauthorized contact or signature

The person who is authorized to make changes to the account is not the person who signed the LOA. To resolve this rejection, contact the carrier to update the person authorized to make changes to the account. Please share a new LOA on the same port request once the carrier updates your information. 

Wrong wireless account PIN

You must submit a PIN to port wireless numbers. This issue applies when the PIN provided for a wireless phone number doesn‘t match the one on file with your current carrier. Contact the carrier to obtain the PIN they have on file. Once you have the correct PIN, update the same port order with the new PIN.

Incorrect or missing account number

Contact your losing carrier to get the account number they have on file. Once you have this information, update the same port order with the correct account number.

Number is unportable

Plivo supports porting only in the US and Canada. There’s nothing you can do to resolve this rejection, but there are alternative solutions. You can rent a new Plivo number and/or forward calls from your current number to a Plivo number.

Resold account

The account is managed by a reseller rather than a carrier. To resolve this rejection, contact your reseller and request a CSR along with detailed directions on how to port the number.

Pending service request

A request may be rejected if another service request is pending with the current carrier. You can request that your current carrier suspend all conflicting service requests so that the new porting request can be processed.

Incorrect service account number

A porting request may be rejected when the account number you submit doesn't match the one on file with your carrier. Contact your carrier to obtain the account number they have on file and resubmit the porting request.

Invalid billing telephone number (BTN)

When the billing telephone number (BTN), a master number used to identify an account, doesn't match the one on file with your current carrier, you may face a delay in porting your number. Ask your current carrier for the BTN on your account.