How to Port a Phone Number Into CallVisor

A plain-language guide to moving (“porting”) an existing phone number from your current provider into CallVisor, so you keep your number and use it for calls and texts here.

Informational only — not legal advice, and not a guarantee. Approval decisions are made solely by your current (losing) carrier and Telnyx (CallVisor’s underlying carrier). Following this guide reduces rejections; it does not guarantee a port will be accepted. See the full disclaimer at the bottom.

On this page

• What “porting in” means (in one minute)
• Before you start: what to gather
• The one thing people get wrong: whose details go where
• Field-by-field: what to enter and why
• Step-by-step: how to submit a port
• The Letter of Authorization (LOA), explained
• Why ports get rejected (and how to avoid it)
• Full vs. partial ports
• What to expect after you submit
• FAQ
• Legal disclaimer

What “porting in” means (in one minute)

Porting is the regulated process of moving a phone number from one carrier to another while keeping the same number. When you port a number into CallVisor, your current provider (the losing carrier) releases the number, and Telnyx (CallVisor’s underlying carrier, the gaining carrier) takes it over.

A port is a review against records, not an instant switch. Your current carrier compares the details you submit against what they have on file for that number — their Customer Service Record (CSR). If the details match and your authorization is valid, they release the number. If anything is off, they reject the port and you fix and resubmit.

Two documents make it happen:

1. A Letter of Authorization (LOA) — proof that you authorize the transfer.
2. A recent invoice / bill from your current carrier — proof you control the number.

CallVisor checks your number’s portability up front, prepares the Letter of Authorization from your details, and files everything with the carrier. The one thing you must get right is matching your current carrier’s records — which brings us to the part everyone trips on.

Before you start: what to gather

Have these ready before you open the wizard — all from your current provider:

• The exact phone number(s) you want to bring in, in +1XXXXXXXXXX form.
• A recent bill or invoice (dated within the last 90 days) that shows the number and the account it’s on.
• The account of record for that number — the account name, number, and service address exactly as your current carrier has them (see whose details go where — this is not always your own company).
• The port-out PIN / passcode from your current provider’s portal (not your login password).
• An authorized representative who can sign the Letter of Authorization.

The one thing people get wrong: whose details go where

The account details you enter must describe the account the number lives on today, at the carrier you’re leaving — not CallVisor, and not necessarily your own company. Get this right and most ports sail through. Get it wrong and it’s the #1 rejection cause.

There are two different identities in a port, and they are not always the same:

Whose name the “account of record” is under depends on who your current carrier is:

Case A — You have your own account with a traditional carrier

(e.g. Verizon, AT&T, T-Mobile, a local phone company, or a VoIP provider where you signed up under your business name.)

Your account there is under your own company (your LLC). So:

• Account details = your own company’s name, address, account number, and PIN — exactly as they appear on your bill from that carrier.
• LOA = your company, signed by your authorized representative.

Here, “your LLC” and the account of record are the same — enter your own details.

Case B — Your number is on Twilio (or a similar CPaaS / reseller)

(Twilio, Bandwidth, Vonage/Nexmo, Plivo, and similar developer/CPaaS platforms.)

These providers often hold the number under their own carrier identity, so the CSR shows the provider’s corporate details, not yours. In that case:

• Account details = the provider’s corporate identity (for Twilio, per Twilio’s own support guidance: Twilio, Inc., their corporate address, and your full Twilio Account SID as the account number).
• LOA = still authorized and signed by you — your authorized representative’s signature — even though the company shown on it is the provider’s.

Here, your own LLC name does not appear in the account fields at all. This feels wrong the first time — but it’s correct, because the port is matched against the provider’s CSR, and you are simply the party authorizing the release.

Rule of thumb: “Whose account is the number on today?” → those are your account details. “Who is authorizing the move?” → that’s your signature on the LOA. For Twilio-style providers those are two different names; for your own carrier account they’re the same.

Not sure which case you’re in? If you log into a provider’s developer console and see an “Account SID” or API keys, you’re almost certainly Case B (use the provider’s details). If you get a normal monthly phone bill addressed to your company, you’re Case A (use your own details). When in doubt, ask your current provider’s support: “For a port-out, whose name and account number match the CSR on file?”

Field-by-field: what to enter and why

When you start a port in CallVisor, you’ll fill in the account details for your current carrier. Every field below must match that carrier’s records exactly — mismatches are the leading reason ports are rejected.

Notes

• The PIN/passcode is a port-out security code from your current provider’s portal (not your login password). Some carriers call it a “port-out PIN” or “transfer PIN.” It is stored securely in CallVisor and never shown again. Some carriers don’t require one at all — if yours doesn’t, confirm that with them first, then check the “no PIN required” box in the wizard to continue.
• The service address is the address the carrier associates with the number for emergency (E911) purposes — match what’s on file, not necessarily where you sit today.
• Getting an exact match matters more than getting the “prettiest” values — copy from the bill/CSR character-for-character.

Step-by-step: how to submit a port

1. Start the port. In CallVisor go to Phones → Numbers → Port numbers, and enter the number(s) you want to bring in. CallVisor checks portability immediately and tells you if a number can’t be ported (e.g. it’s already in another port, or the carrier doesn’t release that number type).
2. Enter the account details for your current carrier — using the right identity for your case (see whose details go where and field-by-field).
3. Add your proof-of-ownership document. Upload a recent invoice/bill from your current carrier (dated within the last 90 days) that shows the number and the account.
4. Submit for review. CallVisor validates and files the request.
5. Sign and upload the LOA. Once the order exists, CallVisor prepares a pre-filled Letter of Authorization from your details and sends it to you. Have your authorized representative sign it, print their name, and date it, then upload the signed copy on the request.
6. Resubmit. With the signed LOA attached, submit again — CallVisor hands the port to the carrier.
7. Track status. Watch the request’s status update on its own (submitted → carrier review → date confirmed → completed). You’ll be notified as it progresses.

The LOA can only be produced after the order is created, so it’s normal for the request to pause in “Action required” while you sign and upload it. That’s not an error — it’s the expected point where you attach the signed document.

The Letter of Authorization (LOA), explained

The LOA is a legal document that authorizes Telnyx to request the number’s release from your current carrier. CallVisor prepares it pre-filled from your account details and sends it to you, so you don’t write it from scratch.

• What’s on it: the number(s) being ported, the account-of-record details (Case A: your company; Case B: the provider’s, e.g. Twilio’s), the current carrier, and a signature block.
• Who signs it: your authorized representative — a real person with authority to request the port. They sign, print their name, and date it. This is true in both cases, even in Case B where the company shown is the provider’s.
• Sign within 90 days of submitting, and make sure every number you’re porting is listed on it — a missing number is a common rejection.

On a Twilio-style port, don’t be thrown that the LOA shows the provider’s company name at the top. Your authority comes from your signature, not from the letterhead.

Why ports get rejected (and how to avoid it)

Most rejections are avoidable and come down to a mismatch with the carrier’s records:

1. Details don’t match the CSR. The account name, number, address, or PIN doesn’t match what the losing carrier has on file. → Copy them character-for-character from a current bill or the carrier’s portal; use the right identity for your case.
2. Wrong account of record. Using your own company for a Twilio-style number (or vice versa). → See whose details go where.
3. Stale or missing bill. The invoice is older than 90 days or doesn’t show the number. → Upload the most recent bill that clearly shows the number and account.
4. Unsigned, incomplete, or stale LOA. No signature, missing a number, or signed more than 90 days ago. → Sign, date, and list every number; upload the signed copy.
5. Wrong PIN / passcode. Using the login password instead of the port-out PIN. → Get the port-out PIN from the carrier’s portal.

If a port is rejected, CallVisor surfaces the carrier’s reason so you can correct exactly what’s wrong and resubmit — you don’t start over.

Full vs. partial ports

• A full port moves every number on the losing account.
• A partial port moves some numbers and leaves others on the account.

Most single-number ports where you keep other numbers with your current provider are partial ports. CallVisor handles the common cases; if your situation is unusual (porting some of many numbers, or keeping the account active), note it and support will confirm the right handling so the carrier doesn’t reject the request.

What to expect after you submit

• Portability check: immediate.
• Carrier review: the losing carrier validates your details against the CSR. This is where mismatches surface.
• Firm Order Commitment (FOC) date: once accepted, the carrier confirms a date/time when the number actually moves. Simple US local ports are often a few business days; it varies by carrier and number type.
• Completion: on the FOC date the number activates on CallVisor. Keep your current service active until then — don’t cancel your old account before the port completes, or the number can be lost.

You’ll see the status advance on the request itself and be notified as it changes.

FAQ

Will my number stop working during the port? No. Your number keeps working on your current carrier until the port completes on the FOC date, then it switches to CallVisor.

Should I cancel my old service to speed things up? No — never cancel before the port completes. Canceling releases the number and can cause the port to fail. Cancel only after the number is live on CallVisor.

Why does the LOA show Twilio’s name instead of mine? Because your number’s account of record at Twilio is under Twilio’s carrier identity, and the LOA must match that record. Your authorization is your signature on it. (This applies to Twilio-style providers only — see whose details go where.)

Where do I find my account number and PIN? In your current provider’s portal/console. For Twilio-style providers, the “account number” is your Account SID; for a traditional carrier it’s the account number on your bill. The PIN is a port-out/transfer PIN, not your login password.

What if my carrier doesn’t use a port-out PIN? Some carriers don’t issue one. Confirm that directly with your current provider, then check the “my carrier doesn’t require a PIN” box in the wizard to proceed without it.

What if a number can’t be ported? CallVisor’s up-front check will tell you, with the reason (e.g. the number is already in another port, or the carrier doesn’t release that number type). Resolve the reason with your current provider first.

How long does it take? After a clean submission, simple US local ports are commonly a few business days to a confirmed date, but timelines are set by the carriers, not CallVisor.

Legal disclaimer

This guide is provided for informational purposes only and does not constitute legal advice. Number portability is governed by carrier and regulatory rules that change over time and vary by number type and country. Approval and timing decisions are made solely by your current (losing) carrier and by Telnyx as the gaining carrier; CallVisor provides the tooling to prepare and file a port but does not control whether or when a port is accepted. You are responsible for the accuracy of the information you submit and for having authority to port the number(s). Following this guide reduces the chance of rejection but does not guarantee a successful or on-time port.