Most ports complete within 7–10 business days, although timing ultimately depends on your current phone carrier promptly accepting the port-out request. Here's how to submit your port request to Kixie and make sure that your losing phone provider promptly accepts it:
Step 1: Gather Your Porting Information
Please obtain the following information from your current phone provider (the losing carrier):
- Account number
- Billing Telephone Number (BTN)
- Port-out PIN number
- Account type (Business or Individual)
- Service address on file
- Authorized representative name
- Authorized representative email address
- A list or an attached csv of phone numbers you'd like to port
- Attachment: a recent invoice/billing statement from your current phone provider
We strongly recommend requesting a Customer Service Record (CSR) from your current provider, as it contains the exact account information needed for a successful port and helps prevent delays or rejections.
To make this easy, we've created a ready-to-send email template you can send to your current provider (losing carrier):
Step 2: Email the Information to Kixie
Once you've gathered the information above, email it to support@kixie.com or your Kixie Onboarding Specialist.
Our Porting Team will review your information and contact you if anything is missing or needs clarification.
Step 3: Review and Sign Your Letter of Authorization (LOA)
After we've verified your information, we'll prepare your Letter of Authorization (LOA) and send it to you for signature.
Once the signed LOA is returned, we'll submit your port request to your current carrier.
What Happens Next?
After your port request has been submitted and you've signed the LOA, we'll keep you updated throughout the process.
Your phone numbers will appear in your Kixie dashboard as status = "In Progress". We recommend assigning each of these numbers to their intended user, ring group, call queue or IVR, under Manage → Numbers before the port completes. This pre-configuration step helps ensure a seamless transition with little or no downtime or panic once the numbers port in.
Can I Use My Numbers Before the Port Completes?
Voice Calls: Yes.
Once your port request has been submitted, you can configure your users to place outbound calls using your port-in-progress numbers by verifying the numbers in the Kixie dashboard.
SMS: Not yet.
SMS messaging through Kixie will become available once the port has completed and it is linked to a 10DLC campaign (which first requires a Business Profile and Brand to be completed under Manage -> Compliance).
Receiving Calls:
If you'd like to receive inbound calls through Kixie before the port completes, you can temporarily forward your existing numbers to temporary Kixie numbers that you can acquire in the Kixie dashboard under Manage → Numbers. Our team can help you set this up.
Need Help?
If you have any questions about the porting process or need assistance obtaining your account information from your current provider, please contact support@kixie.com or your Kixie Onboarding Specialist.