Porting your number

Porting process for Twilio numbers

If your numbers are with Twilio telephony provider, this type of porting is considered an internal transfer between Twilio projects and as such process is greatly simplified.

1. Send an email to support@close.comwith the following information:

• phone numbers - the full phone numbers you wish to move
• your Twilio account SID - identifier that starts with ACand can be found within your Twilio Console dashboard
• regulatory requirements (optional) - any documentation that's required for regulatory compliance
• time frame - the requested time frame for your change to complete

2. We'll submit a ticket to Twilio to request a transfer and we'll provide you with your Close Twilio account SID to use in Step 3
3. You'll submit the same ticket from your end as well so Twilio can confirm the transfer

Porting numbers from other carriers for US phone numbers

1. Fill out the LOA form here. Remember to include all numbers and sign it.
2. Download or take a screenshot of the most recent invoice from your phone carrier which proves the ownership of the number. Another option is to find the Customer Service Record (CSR) for the phone number. You only need to send in one of these.
   Make sure that the name and address on the LOA matches invoice (or Customer Service Record) exactly.

3. Send an email to support@close.com that should include the following:
   • Signed LOA form from Step 1
   • Invoice screenshot or your CSR from Step 2
   • Do you need SMS functionality for the number(s)?
   • Is this a wireless number port? If yes, share the wireless account number and PIN/passcode. (If you don't know the account number or PIN/passcode, ask your phone carrier.)
   • Your preferred port date. (Keep in mind that processing a port request can take 2-4 weeks).
   If you do not wish to fully port your number into Close (and it's a VoIP number), Bring Your Own Carrier (BYOC) could be a great option.

Porting numbers from other carriers for non-US phone numbers

1. Reach out to support@close.com with the country and the phone number type (local, mobile, national) you'd like to port. We will confrim if our phone provider supports porting that number type. We'll also give you instructions for porting for the specific country.
2. If needed Close support will instruct you to subit a regulatory bundle for the country and phone number type. The bundle has to be approved to proceed with porting the phone number.
3. Fill out the documentation provided by Close support. Remember to include all numbers and sign it.
4. Download or take a screenshot of the most recent invoice from your phone carrier which proves the ownership of the number. Another option is to find the Customer Service Record (CSR) for the phone number. You only need to send in one of these.
5. Send the documentation back to Close support. We'll start the process for you and update you about the status. Please note, that processing an international port request can take 2-6 weeks.

Porting numbers out of Close

You can port-out your numbers from Close at any time.
To initiate a port-out from Close, please reach out to support@close.com with the number you are porting out and the gaining (new) provider name.

• If you're moving over to another Twilio subaccount we'll send you your Close Twilio subaccount ID that you'll use to submit an internal-transfer ticket to Twilio.
• If you're moving to a non-Twilio provider we'll send you the CSR information that you need to submit with your new provider to initiate a port request.

Once we receive a request for a port-out, we'll approve it on our end.