Moving a business phone number can mean either migrating it between supported phone environments or porting it from an external carrier. Choosing the correct path matters because each process has different account requirements, documentation, timelines, and compliance considerations.
This guide covers moves between the platform-managed phone service and a connected provider, transfers between sub-accounts, cross-parent-account moves, and ports from external carriers or VoIP providers. It also includes dedicated guidance for businesses moving multiple or bulk VoIP numbers.
Use the decision tables below to identify your scenario before gathering documents or starting a migration request.
Do not delete, release, disable, disconnect, or cancel a phone number with its current provider before the migration or port is confirmed complete. Doing so can interrupt service or prevent the transfer from completing.
A separate connected-provider Support ticket is not required for supported cross-account migrations coordinated through platform Support. Other scenarios, such as provider-account transfers or external carrier ports, can follow different processes.
What is the Phone Number Migration & Porting Guide?
The Phone Number Migration & Porting Guide helps you determine how an existing phone number should be transferred based on its current phone environment, destination, account relationship, country, and number type. Each scenario follows a specific workflow rather than one universal transfer process.
The guide covers supported provider migrations, same-parent-account and cross-parent-account number moves, and ports from external carriers or VoIP providers. It also explains what to prepare before moving multiple numbers so larger transfers can be organized before the request begins.
Key Benefits of Choosing the Correct Phone Number Move
Identifying the transfer type before starting prevents unnecessary carrier coordination, missing documentation, incorrect destination details, and avoidable delays. It also clarifies what must be reviewed after the number reaches its destination.
- Correct Transfer Path: Distinguish a phone-environment migration from a carrier port before starting.
- Fewer Delays: Gather the correct Account SID, Location ID, carrier records, billing documents, or regulatory information in advance.
- Bulk Planning: Organize multiple VoIP numbers according to the process that actually applies to them.
- Better Cutover Preparation: Keep source services active and plan validation before changing live call or messaging traffic.
- Compliance Readiness: Verify applicable messaging registration, toll-free verification, and international regulatory requirements after the move.
Migration vs. Porting: What's the Difference?
Migration and porting both preserve an existing phone number, but they describe different transfer types. Knowing which one applies determines whether you use an in-app tool, Support, or a carrier porting workflow.
| Transfer Type | What It Means | Examples |
|---|---|---|
| Migration | Moves a supported number between compatible phone environments or account structures. | Platform-managed → connected provider, connected provider → platform-managed, or platform-managed → platform-managed. |
| Porting | Transfers the number between telecommunications carriers and requires carrier ownership information or authorization. | External VoIP, landline, wireless, or other carrier → platform-managed phone service. |
Choose the Correct Phone Number Move
Start with where the number currently lives and where it needs to go. The table below shows which workflow applies before you gather documents or submit a migration request.
| Scenario | Transfer Type | Primary Process |
|---|---|---|
| Platform-Managed → Connected Provider | Migration | Support coordinates the cross-account move. |
| Connected Provider → Platform-Managed | Migration | Support coordinates the cross-account move. |
| Platform-Managed → Platform-Managed, Different Parent Accounts | Migration | Support coordinates the cross-account move. |
| Platform-Managed → Platform-Managed, Same Parent Account | In-App Move | Use Move Numbers for eligible US and Canada numbers. |
| Connected Provider → Connected Provider, Same Provider Parent Account | In-App Move | Use Move Numbers when otherwise eligible. |
| External Carrier / VoIP Provider → Platform | Porting | Use the eligible US Port-In workflow or the applicable manual/international porting process. |
What You Need Before Moving Phone Numbers
The required information depends on whether the number is moving between supported phone environments or being ported from another carrier. Gathering the correct identifiers before starting prevents unnecessary back-and-forth and reduces rejected port requests.
| Scenario | Prepare |
|---|---|
| Platform-Managed → Connected Provider | Gaining provider Account SID, source Location ID, phone number(s), and preferred cutover window. |
| Connected Provider → Platform-Managed | Losing provider Account SID, destination Location ID, phone number(s), and preferred cutover window. |
| Platform-Managed → Platform-Managed, Different Parent Accounts | Destination Location ID, source Location ID when available, phone number(s), and preferred cutover window. A connected-provider Account SID is generally not required. |
| Same-Parent-Account Move Numbers | Administrative access, source and destination sub-accounts, compatible phone environments, and eligible US or Canada numbers. |
| International Migration | Phone number(s), country, number type, applicable Location ID, and Regulatory Bundle SID / Address SID when required by the country and number type. |
| External Carrier / VoIP Port | Carrier account information, service address, authorized contact, billing documentation, number list, destination Location ID, and wireless PIN/passcode when applicable. |
Provide phone numbers in E.164 format whenever possible. For example, a US number should appear as +1XXXXXXXXXX.
Moving Multiple or Bulk VoIP Numbers
Businesses moving an entire VoIP inventory should first determine whether the numbers already use the platform-managed phone service, a connected provider, or another external carrier. That distinction determines whether the numbers are migrated or ported and which documents, limits, and timelines apply.
| Bulk Scenario | Current Guidance |
|---|---|
| Same-Parent-Account Eligible Numbers | Move Numbers currently allows up to 10 phone numbers per move. Complete additional moves for remaining numbers. |
| Cross-Account Migration | Multiple eligible numbers can be included in one Support request. Clearly identify the source, destination, and complete number list. |
| Eligible US In-App Port-In | Multiple landline numbers can be entered together, and multiple wireless numbers can be added to the request. |
| Manual / External VoIP Port | Provide the complete number list in E.164 format plus required carrier ownership documents and account details. |
Bulk VoIP Porting Readiness Checklist
A clean inventory helps prevent incorrect account information from slowing down a larger port. Organize the information below before submitting numbers from an external provider.
- List every phone number in E.164 format.
- Identify whether each number is landline, wireless, local VoIP, or toll-free.
- Confirm the current carrier or VoIP provider.
- Confirm the carrier account number.
- Confirm the legal customer/business name and service address exactly as the carrier has them on file.
- Collect required wireless PINs or passcodes.
- Identify the destination Location ID.
- Prepare a current billing statement or other accepted carrier ownership documentation.
- Keep the source account and phone numbers active until the port is confirmed complete.
Manual Porting Documents
Manual US ports can require additional documentation when the number cannot use the standard in-app workflow. Accurate carrier information is important because the losing carrier validates the request against its records.
- Signed Letter of Authorization (LOA)
- Latest billing statement that is no more than 90 days old
- Phone number list in E.164 format
- Destination Location ID
- Carrier account number
- Wireless PIN / passcode when applicable
Do not cancel the losing carrier before completion. Keep the phone numbers active until the carrier port is complete and inbound/outbound traffic has been validated in the destination.
How to Set Up the Correct Phone Number Move
Once you identify the correct source and destination, follow only the workflow that applies to that transfer. Using a migration process for an external carrier port—or a carrier porting process for an internal account move—can create unnecessary delays.
Case 1: Platform-Managed Phone Service → Connected Provider
Use this path when a platform-managed number needs to move into a connected-provider account. Support coordinates supported cross-account migrations.
- Collect the gaining provider Account SID.
- Collect the source Location ID.
- Prepare all phone numbers in E.164 format.
- For international numbers, prepare applicable regulatory information required by the country and number type.
- Submit the complete migration request to Support.
Case 2: Connected Provider → Platform-Managed Phone Service
Use this path when a number currently resides in a connected-provider account and needs to move into a platform-managed sub-account.
- Collect the losing provider Account SID.
- Collect the destination Location ID.
- Prepare all phone numbers in E.164 format.
- Prepare applicable international regulatory information when required.
- Submit the migration request to Support.
Case 3: Platform-Managed → Platform-Managed Across Different Parent Accounts
Use this path when a platform-managed number needs to move from a sub-account under one parent account to a sub-account under another parent account.
- Collect the destination Location ID.
- Collect the source Location ID when available.
- Prepare the complete phone number list.
- Prepare applicable international regulatory information when required.
- Submit the migration request to Support.
A connected-provider Account SID is generally not required for a platform-managed → platform-managed move across different parent accounts.
Case 4: Move Numbers Between Sub-Accounts Under the Same Parent Account
Eligible moves under the same parent account use the in-app Move Numbers tool instead of the cross-account Support process. The tool supports compatible platform-managed moves and connected-provider moves under the same provider parent account.
- Go to Settings → Phone Integration → Sub Account Settings.
- Click Move Numbers.
- Select the source and destination sub-accounts.
- Select up to 10 eligible phone numbers per move.
- Review the destination and complete the move.
Case 5: Port a Number From an External Carrier or VoIP Provider
Use porting when the number belongs to a telecommunications provider outside the supported account-migration paths. US numbers may qualify for the in-app Port-In Numbers workflow, while unsupported US scenarios and international numbers use separate porting processes.
Eligible US In-App Port-In
Eligible US port requests can be submitted and tracked through the Port-In Numbers workflow when the feature is available for the account.
- Enable the applicable feature when required.
- Go to Phone System → Phone Numbers.
- Click Add Number → Port-in Numbers.
- Enter the current carrier, phone number, authorized contact, and service-address details.
- Upload the billing statement.
- Submit the request and save the Request SID.
- Complete the generated authorization process and track the request from Port-In Numbers.
What to Expect During and After the Move
Timing and carrier coordination vary significantly between an account migration and a carrier port. Avoid planning around one universal timeline, and keep source services active until the destination has been validated.
| Process | Typical Guidance |
|---|---|
| Cross-Account Migration | Typically approximately 1–2 business days once Support has all required information. International or regulatory-dependent moves can take longer. |
| Same-Parent-Account Move Numbers | Completed through the in-app Move Numbers workflow. Verify the destination immediately after completion. |
| External Carrier Port — Fewer Than 50 Numbers | Approximately 2–4 weeks after required documentation is submitted. |
| Larger / More Complex Port | Approximately 6–8 weeks, depending on carrier and complexity. |
| Manual Port Cutover | The carrier provides a Firm Order Commitment (FOC) window after approval. Exact or same-day scheduling is not guaranteed. |
Post-Migration & Porting Validation Checklist
A number appearing in the destination does not guarantee that routing, messaging registration, compliance, or automation settings are ready. Validate the moved numbers before closing the request or canceling the previous carrier.
- Confirm every number appears in the correct destination.
- Place inbound test calls from an unrelated phone number.
- Place outbound test calls using representative numbers or number groups.
- Test inbound and outbound SMS when messaging is enabled.
- Review call routing and forwarding, including assigned users, voicemail, ring groups, and workflows.
- Review workflows and automations that reference the phone number.
- Verify A2P 10DLC registration for applicable US local numbers before relying on SMS.
- Verify Toll-Free Verification before sending SMS/MMS from applicable toll-free numbers to US or Canadian recipients.
- Confirm international regulatory requirements for applicable countries and number types.
- Cancel the previous carrier only after the port is fully complete and the number is confirmed working.
Historical data: Moving or porting a phone number does not automatically move contacts, conversation history, analytics, historical recordings, or voicemail assets into a new account or phone environment. Export or download anything that must be retained before source access is removed.
Troubleshooting Phone Number Moves
Most transfer problems come from choosing the wrong process, mismatched carrier records, unsupported account relationships, missing regulatory requirements, or post-move messaging configuration. Match the issue below to the likely cause before submitting another request.
Confirm both sub-accounts belong to the same parent account, use compatible phone environments, and contain eligible US or Canada numbers. Connected-provider numbers must also belong to the same provider parent account.
Common causes include a mismatched service address, incorrect account number, invalid wireless PIN, unsigned authorization, suspended carrier account, or billing documentation that does not meet current requirements. Verify the information with the losing carrier before resubmitting.
International availability and documentation vary by country and number type. Verify destination regulatory requirements, address information, and applicable Regulatory Bundle requirements before continuing.
Review the destination's A2P 10DLC registration, Toll-Free Verification, SMS permissions, and country-specific messaging requirements. A successful phone-number transfer does not automatically complete messaging compliance.
Review forwarding, assigned users, voicemail, inbound call routing, workflow references, and other number-level settings in the destination.
Frequently Asked Questions
Need Help?
If you are unsure whether your numbers require a migration or port, or a transfer is not completing as expected, collect the information below before contacting Support. Providing complete source and destination details helps reduce follow-up questions and delays.
- Confirm where the phone numbers are currently hosted.
- Confirm the intended destination phone environment.
- Confirm whether the source and destination are under the same or different parent accounts.
- Prepare the complete phone number list in E.164 format.
- Collect applicable Account SID and Location ID information.
- For external carrier ports, collect carrier account details and required billing documentation.
- For international numbers, verify applicable regulatory requirements.
- Keep the source service active.
- Do not release or cancel the phone numbers before Support or the carrier confirms completion.
Include the following information when contacting Support:
- Migration or porting scenario
- Affected phone number(s)
- Source phone environment or carrier
- Destination phone environment
- Source and destination Location IDs when applicable
- Applicable Account SID
- Country and number type
- Regulatory Bundle SID and Address SID when applicable
- Preferred or confirmed cutover window
- Current call and SMS test results
- Any carrier rejection message, error, or screenshot related to the issue