How to Submit and Track Phone Number Porting Requests

Submitting and Tracking Phone Number Porting Requests

Agency Owners and Agency Admins can submit requests to transfer, or "port," eligible US phone numbers from an external carrier directly within the CRM. This in-app workflow allows you to move existing numbers into the CRM's Phone System without needing to use a separate external form. Once submitted, you can track the progress of your request from start to finish.

Important: This feature is currently available as a Labs feature and is only accessible to Agency Owners and Agency Admins.

Understanding Phone Number Porting

Porting a phone number allows a business to keep its existing contact number while managing all calls and text messages through the CRM. The porting process transfers the number from your current service provider to the CRM. The in-app system simplifies this by collecting all necessary details, automatically generating required documents, and providing status updates without leaving the platform.

Prerequisites for Porting a Number

Before you begin a porting request, gather the following information. Having accurate details helps prevent delays or rejection by the carrier.

• Your current carrier account number.
• The specific landline or wireless numbers you wish to port.
• For wireless numbers, the account PIN or the last four digits of the account holder's Social Security Number, if required by the carrier.
• The full name and email address of the authorized representative for the account.
• The complete service address, including state and ZIP code.
• A recent billing statement from your current carrier, saved as a PDF or image file (10 MB maximum size).

Important: Do not cancel service with your current carrier until the porting process is fully complete. Canceling too early can cause the transfer to fail.

How to Submit a Porting Request

Follow these steps to submit a request to port your phone numbers.

1. Navigate to the Phone System section and select Phone Numbers.
2. Click the Add Number button.
3. From the options presented, choose Port-in Numbers.
4. Carefully review and acknowledge the items on the Agreement Checklist.
5. Enter your current carrier account number.
6. Input the phone numbers you want to port. You can enter multiple landline numbers separated by commas. For wireless numbers, use the + Add New Number option.
7. If prompted, provide the wireless PIN or last four digits of the SSN.
8. Optionally, give the request a name for easy identification.
9. Select whether the account is Residential or Business.
10. Enter the full name and email address of the authorized representative.
11. Provide the full service address, including the state and ZIP code.
12. Upload the required billing statement document.
13. Review all the information you have entered.
14. Click Submit to finalize your request.

After submission, a confirmation message will appear containing a unique Request SID. Copy or note this number for your records. The authorized representative will receive an email with an auto-generated Letter of Authorization (LOA) that they must sign digitally for the process to continue.

Tracking Your Request

You can monitor the status of your porting request at any time. Go to Phone Numbers and select the Port-In Numbers tab. This area displays a list of your requests, along with their current status, Request SID, creation date, and any updates from the carrier.

Frequently Asked Questions

Can users in a sub-account submit port-in requests?
No. Currently, this feature is only available to Agency Owners and Agency Admins.

Can I port multiple numbers in a single request?
Yes. You can port multiple landline numbers by entering them as a comma-separated list. For multiple wireless numbers, use the + Add New Number button to include them all in one request.