Porting FAQs
    • 12 Jun 2024
    • 7 Minutes to read
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    Porting FAQs

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    • PDF

    Article summary

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

    If you are new to the porting process, please read below for a quick overview.

    What to expect when porting

    When porting a number, your current provider is referred to as the ‘losing’ carrier and the new provider is 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.

    When we port a number for you, some information related to your current service will be required. 

    We suggest requesting a Customer Service Record (CSR) from your losing carrier as that includes the info we require to perform the port request.

    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 are requested by contacting our Support Team with a filled-out letter of authorization

    How long does it take to port a number?

    Local US port requests can take as little as 3-5 business days 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, local porting takes an average of 7 days to complete.

    Toll-free ports can take 5-10 business days. Again, an issue with the information initially provided will increase the processing time.

    In either case, while your number is being ported it will continue to work. However, please do not hesitate to contact our support team for immediate assistance if any disruptions occur.

    Are requested port dates guaranteed?

    Dialpad will do our best to meet a requested port date for our customer. In order to meet a specific request date, we suggest submitting your request at least 7-10 business days in advance.

    Please note, a request date is not confirmed until we receive Firm Order Commitment from the losing service provider. If they are unable to meet the requested port date, they will provide the next earliest date that they have available or ask for a new requested port date.

    *The above is applicable for local, US port requests only. 

    Can I change my port date request?

    Once a Firm Order Commitment date is provided, it is difficult to change the date as there are multiple carriers and systems involved in the order. Due to the possibility of a customer losing service on the originally scheduled port date, Dialpad requires 24 business hour notice prior to the scheduled port date in order to request a new port date.

    *The above is applicable for local, US port requests only.

    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.

    If you are porting in a Google Voice number from an organization using Google Workspace (formerly G Suite), use these instructions from Google Support.

    Before porting your Google Voice number, you may be asked for the business address of your current provider (in this case, Google Voice). You can find that information on this page.

    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?

    Yes! You can port in local, toll-free, and international US and Canadian fax numbers.
    Please note that there are additional costs for porting international and toll-free numbers. 

    Can I port out my fax number?

    Yes, absolutely. 

    Does porting cost money?

    There is no charge for local US number port requests, however, there is a fee for porting US toll-free numbers, as well as international numbers.  

    For more about porting fees and requirements, be sure to read our country-specific porting guides.

    Once a 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.

    Why is my number not portable?

    If you get a message stating that your number is ineligible to port, it may not actually be. Please reach out to [email protected] to confirm. There are some numbers that will show up as ineligible but this simply means that the Dialpad Porting team will need to submit your port request manually, on your behalf. (All international, toll-free, Canadian, and Hawaiian numbers must be submitted manually.)

    If your number turns out to not be portable, even manually, this is because our carriers do not have LNP (local number portability) coverage in the area where your number is located. Likely, numbers that are not portable are located in very rural areas. Please keep in mind that where your number is located can be different from where you may actually be located so even if you are in a bigger city, your number could be registered in a suburb of that city or somewhere completely different.

    Dialpad is happy to offer you a new number if your number is not portable. Unfortunately, if we’re not able to port a number, we won’t be able to offer a new number with the same area code and exchange (the middle 3 numbers of your phone number) either. We can oftentimes assign a new number with the same area code as your non-portable number, though.

    Number portability is not based on who your current carrier is. Moving to a new carrier will not help in this scenario and even if your current carrier has told you that the number is in a portable status, it doesn't mean that we’re able to offer coverage or support your number on our network.

    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.

    Why was my porting request rejected?

    If your porting request was rejected, it means we were missing a piece of required information. 

    Common rejection reasons can be:

    • PIN/Passcode Required or Invalid
    • Invalid Authorization Name
    • Pending Order
    • Invalid Account Number
    • Address Mismatch
    • TN not found on Account
    • TN Disconnected
    • TN Not Portable
    • Name Mismatch
    • Carrier/LSP Freeze
    • BTN Mismatch
    • Partial Port/Address Remaining Services
    • All Data Mismatch

    Be sure to read through our porting rejection code and resolution guide here.

    Why is my caller ID not displaying?

    There is no one central database for Caller ID (known as CNAM), and also no requirement that a particular carrier must lookup the CNAM (called a CNAM dip). 

    It's up to the receiving carrier of your outbound call to display CNAM on their subscriber's phones. If the subscribers have not enabled this service with their carriers, then your CNAM may not display on their devices. By default, the destination carriers may display the rate center, locality of the caller's number instead, where no CNAM value is found.

    It is worth noting that the industry-wide CNAM service is not generally used by Wireless Carriers. Meaning, if you dial a wireless/mobile device, your CNAM may not display on their device. The only way around this is if the subscriber includes the name as a contact in their phone book.

    Want more information on caller ID? Have a read through this Help Center article for more details.

    Can I port my Dialpad Meetings number?

    No, number porting (in, or out) is not available for Dialpad Meetings.

    Do different countries have different requirements for new numbers?

    Yes, be sure to check the requirements for new international numbers.

    Want to learn more?
    Check out Dialpad University's free courses covering our products and services, as well as insightful tips and best practices.

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