Number Porting

This guide covers porting phone numbers to and from Plivo.

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Overview

Porting transfers a phone number between service providers while retaining the same number. This lets you switch providers without changing your business phone numbers.

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Port Numbers to Plivo (Port-In)

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Availability

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Required Documents

1. Letter of Authorization (LOA): Signed by the authorized user/owner of the phone number
2. Recent Bill: From current carrier showing the number(s)

Important: Information on LOA must match carrier records exactly (name, address, ZIP code).

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LOA Templates

• LOA template for toll-free numbers
• LOA template for local numbers

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Submit Port Request (US & Canada)

1. Navigate to Phone Numbers > Port-In > New Port-In Order
2. Fill in business details and click Continue
3. On Port-In Details:
   • Select phone number type
   • Choose preferred port-in date
   • Add numbers to port
   • Enter current carrier’s account number and PIN (if applicable)
4. On Numbers Configure:
   • Select capabilities (Voice or Voice + SMS)
   • Add alias for identification
   • Assign subaccount (optional)
   • Enter CNAM for caller ID branding
   • Choose application type (XML, PHLO, or SIP Trunk)
5. Upload LOA and supporting documents
6. Submit

Note: Preferred FOC (Firm Order Commitment) date is a target, not guaranteed. Select a date at least 2 business days away.

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Port Request Statuses

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Common Rejection Reasons

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Cancel Port Request

Before carrier acceptance:

1. Navigate to Port-In orders in console
2. Select the order
3. Click Cancel

No cancellation fee applies before carrier acceptance.

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Port Numbers Out of Plivo (Port-Out)

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Process

1. Contact your new carrier and submit a port-in request with your Plivo number(s)
2. New carrier validates and submits port-out request to Plivo’s carriers
3. Plivo emails you to confirm the request
4. You authorize or stop the transfer
5. Number transfers on the FOC date

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After Port-Out

• Number loses service with Plivo on FOC date
• Number is removed from your Plivo account
• If you don’t respond, Plivo automatically processes the port-out

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Port Disputes

If a number is ported away without authorization:

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Initiate a Dispute

1. Contact Plivo Support immediately
2. Provide:
   • Affected phone number(s)
   • Reason for dispute
   • Signed and dated LOA from the end user confirming intent to retain service

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Dispute Timeline

• Disputes must be filed within the dispute window (typically 30 days)
• Plivo works with carriers to retrieve the number
• Resolution time varies by carrier

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Porting FAQ

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How long does porting take?

• US/Canada local numbers: Up to 4 weeks
• Toll-free numbers: Similar timeline
• Project porting (100+ numbers): May take longer; requires numbers from same carrier account

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Is there a cost to port?

• US & Canada: Free for port-in
• Other countries: One-time fee may apply (contact support for pricing)

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Can I expedite porting?

Plivo cannot expedite the process as it involves multiple carriers. You can request your current carrier to release the number, which may help speed things up.

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What numbers can be ported?

• Most US and Canada numbers
• Australian numbers
• VoIP numbers (Google Voice, Skype, etc.)
• Numbers must be active with current carrier

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What if my port is rejected?

1. Review the rejection reason in the console or email
2. Correct the issue (usually LOA information mismatch)
3. Submit a new port request with corrected information

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Related Resources

• Phone Numbers Overview
• CNAM Lookup
• Phone Number API Reference
• Contact Support