Transferring Phone Numbers Between Services

This article explains the process for transferring phone numbers between different service providers or between separate accounts within your CRM. The process is managed entirely by CRM Support, eliminating the need for you to contact other providers directly.

Before You Begin

To initiate a transfer, you will need to gather specific information. The required details depend on whether you are moving a US or international number and the direction of the transfer.

For US Phone Numbers

• Twilio Account SID: This identifies the Twilio account. You need the gaining Account SID when moving a number into Twilio, or the losing Account SID when moving a number out of Twilio.
• Destination Sub-account ID: This is the ID of the location or sub-account within your CRM where the number will reside after the transfer.
• Phone Number(s): The full number(s) in E.164 format (e.g., +15551234567).

For International Phone Numbers

• Regulatory Bundle SID: Use this instead of a Twilio Account SID.
• Address SID: The associated address identifier for regulatory compliance.
• Destination Sub-account ID: The target location ID within your CRM (if applicable).
• Phone Number(s): The full number(s), including the country code.

How to Transfer a Phone Number

The process is the same whether you are moving a number from your CRM to Twilio, from Twilio to your CRM, or between two different CRM agencies.

Step 1: Gather Required Credentials

Collect the credentials that prove ownership or specify the destination for the transfer.

• CRM → Twilio: You need the gaining Twilio Account SID (the destination Twilio account).
• Twilio → CRM: You need the losing Twilio Account SID (the current Twilio account where the number lives).
• CRM → CRM (Different Agencies): No Twilio credentials are required.

You can find Twilio Account SIDs in the Account Info section of the Twilio Console.

Step 2: Find the Destination Sub-account ID

You need to identify the location within your CRM that will receive the phone number. Navigate to Settings and then Business Profile in your account. The Sub-account ID (also called the Location ID) for your phone service is listed there.

Step 3: Submit a Support Ticket

Open a ticket with CRM Support to start the migration. In your ticket, include all the gathered information:

• The phone number(s) to be transferred.
• The relevant Twilio Account SID (gaining or losing) or Regulatory Bundle SID and Address SID.
• The destination Sub-account ID.
• Your preferred date and time window for the cutover.

CRM Support will coordinate the entire transfer, schedule the cutover, and confirm once the number is active on the new service. You do not need to file a separate support ticket with Twilio.

Special Considerations for International Numbers

The transfer process for international numbers is identical to the one for US numbers, except you use Regulatory Bundle SIDs and Address SIDs instead of a Twilio Account SID. It is recommended that you verify the destination regulatory bundle is approved and up-to-date, with all necessary documentation and country-specific registrations (like Alphanumeric Sender IDs) in place before initiating the transfer.

Frequently Asked Questions

How long does the transfer take?

Once CRM Support has all required IDs and the number list, the process typically takes 1–2 business days. Support will confirm a specific cutover window and notify you when the number is live.

Can I transfer multiple numbers at once?

Yes. You can include a list of multiple numbers in your support ticket, either in a CSV file or listed inline. Be sure to test each number after the cutover is complete.

Do A2P 10DLC or Toll-Free registrations transfer automatically?

Not always. After the number transfer is complete, you should verify that the number is correctly attached to the appropriate brand, campaign, or toll-free verification in its new location.

Do call recordings and voicemails transfer with the number?

No. Historical recordings and voicemails do not migrate. You should download any past items you wish to retain before the transfer. Only new recordings and messages created after the cutover will be associated with the number in its new location.

What if I need to cancel or reverse the transfer?

If you need to roll back the change, reply to the open support ticket immediately during the cutover window. Whether a reversal is possible depends on carrier policies and timing.