Port your number in
Move a number you already have from another carrier to Hey Quad for good. What you need, how long it takes, and what to do if your carrier pushes back.
Porting moves your number from your current carrier to Hey Quad, for good. You get one bill, texting on that number, and outgoing calls that show it as your caller ID.
Your current service keeps working the whole time. The number switches over on a date the two carriers agree on.
Porting usually takes one to four weeks. Most of that is your current carrier's review.
Not ready to move it? You can forward your existing number instead, and port later.
Who can port a number. Owners and admins, and anyone whose role includes Buy, port and release phone numbers.
Step 1: check the number can move
- Open Phone numbers and click Port in.
- Type the numbers you want to move in Phone numbers. Include every number on the account you want to move.
- Click Check these can be ported. You get an answer in a few seconds.
If a number can't be ported, you'll see why. Toll-free numbers move by a different process. We file those for you, so contact support.
Step 2: fill in your current carrier's details
Have your latest bill from your current carrier in front of you. Every field must match their records exactly. A mismatch is the most common reason a port is rejected.
| Field | Where to find it |
|---|---|
| Business or account-holder name | The name the bill is addressed to |
| Authorized name | The person allowed to make changes on the account |
| Billing telephone number | The main number the account is billed under. Often not the number you're moving |
| Account number | Usually near the top of the bill |
| PIN or passcode | Your carrier account PIN. If you don't have one, call your carrier |
| Service address | The street address on the account, in full |
Click Save and continue. Your request is saved as a draft.
Step 3: attach two documents
- Letter of Authorization: your signed permission to move the number.
- Recent carrier bill: a bill from the last 30 days that shows the numbers and the account details.
Your carrier won't accept the port without both. Click Attach on each one.
Step 4: file it
Click File this port with my carrier.
Track your port
Ports in progress are on the Port requests tab of the Phone numbers page. Each one shows a timeline:
- Draft: not filed yet.
- Filed: your current carrier has it.
- Carrier review: they're checking your details. Most of the wait is here.
- Date confirmed: the switch-over date is set and shows on the request.
- Live on Hey Quad: the number works here. You can now cancel your old service.
Click Check for updates any time to get the latest from the carrier.
When the port goes live, the number works like one you bought. Calls ring your org's Default flow and texts go to the shared Text Messages inbox. See Buy a phone number and Where texts go.
If your carrier pushes back
A rejection is normal and is almost always a paperwork mismatch. The request shows Needs a correction and names the problem, for example that the authorized name doesn't match.
Fix the field and click Resubmit with the corrected details. The same request goes back to the carrier. You don't start over.
The one thing that kills a port
Don't cancel your current service before the port is done. A cancelled number can't be ported. Keep paying your current carrier until the request shows Live on Hey Quad.
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