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Port your phone number to Kustomer Voice

Last Update: Sep 2024 • Est. Read Time: 3 MIN
To check plan availability, see the pricing page.

You can port an existing U.S. or Canadian phone number to Kustomer Voice. Porting your phone number ensures you will get all important calls from your customers while you update your phone integration.

Who can access this feature?
User typesAdmins can set up Kustomer Voice and submit a request to port a number.


In this article

Before you start

Keep the following in mind before you port your number to Kustomer:

  • You must install the Kustomer Voice app in your organization before you can port your existing number. 
  • Porting can take up to 6 weeks, depending on the type of number being ported and the country where the number is located. Do not close your existing account until you receive confirmation that your number has been successfully ported to Kustomer. Closing your account before the porting process is complete can result in issues with the transfer process.
  • To ensure a smoother process, make sure you provide everything detailed below.

Note: During the porting process, we recommend customers create a new number in Kustomer and set up call forwarding with their existing provider.

Information needed to port your number

Submit this form with the information below to port your existing number to use with Kustomer.

United StatesCanada
  • The phone number(s) you want to port
  • Letter of authorization (LOA)*
  • Name and address that matches the Customer Service Record (CSR)
  • Copy of a phone bill dated within the last 30 days
  • Current provider’s account number
  • PIN, if required
  • The phone number(s) you want to port
  • Letter of authorization (LOA) dated within the last 30 days*
  • Copy of the most recent phone bill
  • Current provider’s account number
  • PIN, if required



*Note: The account administrator listed under the losing carrier's system should be the name listed in the LOA, along with their signature. If the administrator's name and signature do not match, the losing carrier will reject the port-out request, which is out of our control.

We will notify you once the transfer is complete. Please do not close your existing account until you receive this confirmation. For more information on porting your number, including the types of numbers that can be ported and expected timeframes, see:

Check porting status

You can check the status of your porting request at any time by going to Apps  > Kustomer Voice and selecting the Ported numbers tab. Your request will be in one of the following statuses:

  • Rejected
    Your porting request was rejected. Contact support@kustomer.com for more information.

  • Pending
    We received your porting request, and it is pending review.

  • Approved
    Your porting request was approved. Your number will be available soon. This status will be updated once we have a date.

  • Complete
    Your number was successfully ported and can now be used in Kustomer. 

What to do after your port is successful (optional)

Once your port is complete and your phone number is live, we recommend you review your IVR to confirm that it is set up correctly. For example, you may want to route calls to your newly ported number. To do so, go to Settings > Kustomer IQ —> Customer Assist and open the Rules > Voice section to update your IVR rules. 

FAQs

Q. How long does it take to port a number to Kustomer?

The timeframes for porting existing support numbers to Kustomer Voice depend on the provider of the existing number.

  • If Twilio provisioned the existing support number, porting the number to Kustomer Voice will take 1-2 weeks. Popular providers that use Twilio as their end carrier include Gladly and Zendesk.
  • If the existing support number is provided by a non-Twilio provider, porting a number will take up to 4-6 weeks. International porting will take up to 6 weeks.

Q. How much does it cost to port my number?

Porting your number to Kustomer is free. However, check with your current carrier to confirm if there are any port-out fees.

Q. What can I provide if I don't have a copy of my most recent phone bill?

If you don't have an invoice, you can upload the Customer Service Record (CSR) for the number instead. You can request your CSR from the losing provider.

Q. Can I cancel my porting request?

Yes, please contact support@kustomer.com if you need to cancel your request. 

Note: If the port has already been scheduled, we need to receive your cancellation request as soon as possible before the scheduled date. We cannot guarantee we can cancel the request if it’s already been scheduled.