All toll-free phone number porting requests must be made by the subscriber of the toll-free phone number. Simply put, Plivo (i.e., the new carrier) submits a porting request to the current carrier with the appropriate ownership documents from the customer making the request. Below is the porting process in detail:

  1. Raise a toll-free porting request through the support portal.

  2. Plivo checks your requested toll-free phone number for porting eligibility. Currently, all toll-free phone numbers part of the North American Numbering Plan (NANP) can be ported to Plivo. This includes toll-free phone numbers within North America with area code prefixes of 800, 844, 855, 866, 877, and 888. 

  3. If the toll-free phone numbers are portable, then Plivo will request the following documents from you. Please ensure that all documentation have the same name and address. Any discrepancies may cause delays and even application rejection from the losing carrier.

    1. Signed Letter of Authorization (LOA). The LOA Template for toll-free phone numbers can be found here

    2. Recent Invoice from the previous Service Provider which proves the ownership of the number or the Customer Service Record for the Phone Number. For VoIP numbers including Google Voice, Skype, etc., you may not be able to obtain a CSR or invoice as proof of ownership, therefore please provide a screenshot of the account page with your name and the phone numbers you wish to port in question visible along with your LOA. 

    3. The Plivo Account email that you would like the phone numbers to be ported to. 

    4. If this is a Wireless Port, then please include the wireless account PIN/Passcode. 

  4. Your preferred Porting completion date. Please note that the porting completion date should be after 10-15 business days from the date the documents are submitted to the carrier.

  5. Once we receive all the documents from you, we will submit the porting request to your current carrier.

  6. Upon approval, your current carrier will release the number to Plivo and maintain translation for some time (3 to 7 Business Days). During this period your calls would still be handled by the previous carrier.

  7. This transition period would be used to set up the Toll-free number with Plivo routing. Once the number is set up correctly, it would be added to your Plivo account to attach an appropriate application.

  8. Previous routing and translation would be dropped within 24 hours once the customer has assigned the correct Plivo Application on the Toll-free number and confirmed this change on the porting ticket.

Porting requests can be rejected for various reasons. Please visit  FAQ 'On what grounds can a Porting request be rejected' for complete details.

Please note that if a porting request is rejected for any reason, the request must be re-submitted and the another 10-15 business day delay will be applied.