Resolving Stuck International Number Migrations from Twilio

Overview

If you have initiated a migration of international phone numbers from Twilio to the CRM's phone system and the process appears to be stuck, this guide will help you complete the transfer manually. This procedure is a temporary workaround for specific scenarios.

Manual Migration Process

1. Start the Sub-Account Migration

First, you must begin the migration process from within your CRM. Navigate to your phone system or integration settings and start the migration for the relevant sub-account. The status will likely show as "Migration in Progress." If this status does not progress after a reasonable time, proceed with the following manual steps.

2. Prepare Compliance Materials in Twilio

Due to regulatory requirements, you must create specific documentation within your Twilio account before the numbers can be moved.

• Log into your Twilio Console.
• Create a new Regulatory Bundle for the country or region associated with the phone number you wish to migrate.
• Add a Regulatory Address to this bundle.
• Ensure the bundle is fully approved by Twilio and is configured for the correct phone number type (e.g., Local, Mobile, or Toll-Free).

3. Obtain Required Information from CRM Support

Contact your CRM's support team or your account partner. You will need to request the following specific details from them:

• The Gaining Account SID (the identifier for the destination account).
• The Regulatory Bundle SID.
• The Regulatory Address SID.

Do not proceed to the next step until you have received this information.

4. Submit a Manual Transfer Request in Twilio

With the information from support, you can now formally request the transfer from Twilio.

1. Log into your Twilio Console and access the support or ticketing system.
2. Create a new support ticket to request a manual number port/transfer.
3. In the ticket, specify that you wish to move your number(s) from your current Twilio account to the Gaining Account SID provided by CRM support.
4. You must include the required documentation (LOA) and reference the Regulatory Bundle SID and Regulatory Address SID in your request.
5. Ensure you copy (CC) the email address provided by your CRM support team (often something like migration@...) on the support ticket.

Common Issues and Solutions

Status Stuck on "Migration in Progress"
This typically happens because the necessary regulatory steps within Twilio have not been completed. Ensure your Regulatory Bundle is fully created and approved.

Missing Regulatory Approval
The transfer cannot proceed until Twilio has approved your Regulatory Bundle. Check its status in your Twilio Console.

Incorrect Number Type on Bundle
The approved Regulatory Bundle must match the exact type of number being migrated (Local, Mobile, or Toll-Free). A mismatch will cause the transfer to fail.