Porting FAQs

Porting is the transfer of a phone number between two service providers.

If you have an existing number you would like to keep, you can initiate a port request and assign it to a user or shared line in Dialpad. If you are new to the porting process, please read below for a quick overview.

What to Expect

When porting a number, the provider through which you currently have service is referred to as the ‘losing’ carrier while the new provider that you're porting a number to is referred to as the ‘winning’ carrier.

All port requests originate from the ‘winning’ carrier (in this case Dialpad). You cannot initiate a port request from the ‘losing’ carrier. Some information related to your current service will be required. 

We'd suggest requesting a Customer Service Record (CSR) from your losing carrier as this will include all the pertinent info you need to provide to Dialpad.

Local Porting vs Toll-Free Porting

Dialpad can initiate port requests for US-based local or toll-free numbers. Local ports can be requested through an online form in your account. Toll-free ports can be requested by contacting our Support Team with a filled-out letter of authorization.

Requests for local ports can take as little as 3-5 business days to complete if there are no issues with the information provided. If there is a discrepancy between the information provided on the request and what the losing carrier has on file, porting can take upwards of 2 weeks. Generally, porting takes around 7 days on average to complete.

Toll-free ports can take 5-10 business days. In either case, while your number is being ported it will continue to work. Again, an issue with the information initially provided will increase the processing time.

Can I Port in a Google Voice Number?

Yes, you can port a Google Voice number. Before requesting a port for your Google Voice number, you'll first need to unlock it through your Google account.

Where Can I Assign Local Numbers vs Toll-Free Numbers?

Local numbers can be assigned to the following:

• Team Members
• Main Line
• Departments
• Call Queues
• Room Phones

Toll-Free numbers can be assigned to the following:

• Main Line
• Departments
• Call Queues
• Room Phones

Can I Port an International Number?

Depending on your location, Dialpad can port your international numbers. Contact our sales team to inquire about your country's eligibility.

For Canadian numbers, Admins can fill out a Letter of Authorization.

Can I Port in an Existing Fax Number?

No, not at this time. You or your Office Admin will need to choose from the numbers available when adding a fax line.

Can I port out my fax number?

No. We use a third-party service for our fax services and do not own those numbers. 

Does Porting Cost Money?

There is no charge to submit a porting request for US residents. Not a US resident? Contact our sales team to inquire about our variable rates.

Once the number is ported and assigned in Dialpad, your account will be charged a rate based on where the number was assigned (i.e. a user line, a Department number, etc.). 

Can I port a number before getting a Dialpad account?

We require that you have a paid subscription to Dialpad before offering the ability to port in any existing numbers.

Should I cancel my current service before making a port request?

No. Do not cancel your current service before making a port request. Wait until after the port request is successful before reaching out to your carrier to close the account.

Will you notify me when my port request is complete?

Yes. When the port is completed, the Dialpad Administrator that requested it will receive an email confirmation. If the number was ported to a team member, they too will receive an email confirmation.

Do I have to keep my Dialpad number after my port?

Nope! It's your phone system–it should have your Company's number.

When your port completes, reach out to our Support Team to have the assigned Dialpad number permanently removed from your account.

Keep in mind that if you do not request to have one of your Dialpad assigned numbers removed, your account will be charged for your Dialpad number and ported number.