What is a port-out?
Porting out is the process of transferring your phone numbers from Aloware to another phone service provider. This allows you to retain your existing phone numbers when switching to a new platform.
There are two ways this can happen - either you initiate the request through Aloware, or your new carrier starts the process through Twilio directly. The port out process typically takes 2-4 weeks to complete and includes a $5 fee per number.
The port-out process is simple and involves communicating with Aloware and your new provider to ensure all requirements are met.
Steps to port out numbers
Option 1: When you start the port-out process
Open a support ticket
Starting a port out is straightforward. You'll need to reach out to Aloware Support through our Support Messenger on the platform.
If you prefer, you can also contact your Customer Success Manager (CSM) directly to let them know you'd like to initiate a port out.
Coordinate with Aloware support
After reaching out, our support team will need some key information from you.
Complete list of phone numbers to port out
A signed Letter of Authorization
Supporting documents for ownership proof (e.g., utility bill, invoice, or other documentation showing you own these numbers.)
Complete the port request
Once you've provided all necessary information, Aloware will generate your Customer Service Record (CSR). This important document contains all the details your new carrier needs to complete the transfer. We'll send this to you to share with your new carrier, who will then submit the formal port request.
Option 2: When your new carrier initiates the port out
Your new carrier begins the process
In this scenario, your new carrier takes the lead by submitting a port request directly through Twilio. They'll handle the initial paperwork and provide you with a confirmation number. This starts the transfer process automatically, and Twilio notifies Aloware about the pending port out.
Aloware reviews the request
When we receive the Twilio notification, our team springs into action. We'll review your account to ensure everything is in order, verify all required documentation is complete, and confirm that your account balance and porting fees are paid. This step helps prevent any delays in the transfer process.
Moving forward with the port
After our verification is complete and everything checks out, we approve the port request. Your new carrier will then schedule the transfer date, and you'll receive confirmation of when the port will occur. If we find any issues, we'll quickly let you know what needs to be addressed.
What happens next?
The transfer process begins according to schedule. Your numbers will remain active in Aloware for 10 days after the port notification, giving you time to ensure everything is working properly with your new carrier. During this time, you can test both voice and SMS functionality to ensure a smooth transition.
As part of the move, you'll need to complete your new carrier's onboarding process, including restarting brand registration and setting up your campaigns. This process can take up to 10 days, so it's important to maintain your Aloware service until you've confirmed everything is working correctly with your new provider.