---
title: "Port Phone Numbers Away From Gladly"
slug: "port-phone-numbers-away-from-gladly"
description: "Port a phone number hosted in Gladly to a different carrier."
updated: 2026-08-05T20:59:42Z
published: 2026-08-05T20:59:42Z
canonical: "help.gladly.com/port-phone-numbers-away-from-gladly"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Port Phone Numbers Away From Gladly

If you're transitioning your Voice or SMS infrastructure to a new provider, you can port your existing phone numbers out of Gladly. Because Gladly numbers are provisioned through Twilio, the port-out process requires coordination between your new provider, Gladly Support, and Twilio.

This article walks you through the process step by step.

## Before you begin

Plan ahead. Port-out requests can take 7-14 business days depending on the number type and gaining carrier. Factor this into your migration timeline.

### Step 1 — Contact Gladly Support

Reach out to Gladly Support with:

- The list of phone numbers you'd like to port out
- Your target migration date
- Your new provider's name

Gladly Support will provide the following items you'll need for the remaining steps. These aren't available through self-service because your numbers are managed in a Gladly-owned Twilio account.

| Item | What it is |
| --- | --- |
| Twilio Account SID | Your account number — your new provider needs the last eight characters. If the carrier doesn't accept letters, use only the last eight numerical digits. |
| PIN | Authorizes the port-out. Gladly Support requests this pin from Twilio by contacting porting@twilio.com on your behalf, which is the fastest path since Twilio verifies the requester before releasing it. |
| Console screenshot | Proof of ownership showing the numbers on your account. This replaces the billing document your new provider may ask for, since you don't receive invoices directly from Twilio. |

### Step 2 — Complete the Letter of Authorization

Keep the Twilio account SID, pin, and the screenshot handy. Contact your new provider and they will give you a Letter of Authorization (LOA) to fill out. This is the legal document that authorizes the number transfer. Most carriers have their own LOA template. If your new provider doesn't provide one, the standard Twilio LOA template is available at [https://www.twilio.com/docs/phone-numbers/regulatory/letter-authorization-loa-template](https://www.twilio.com/docs/phone-numbers/regulatory/letter-authorization-loa-template).

Fill out the LOA and include the following details:

| LOA field | What to enter |
| --- | --- |
| Customer service record (CSR) address | Twilio Inc, 548 Market St #14510, San Francisco, CA 94104 — see note below for Canadian and toll-free numbers |
| Account number | Last eight characters of the Twilio Account SID provided by Gladly Support |
| PIN | The PIN provided by Gladly Support |
| Business name on existing account | Twilio, Inc. |
| Authorized name | The name of the person at your organization requesting the port |

### Step 3 — Submit to your new provider

Give your new provider:

- The completed LOA
- The proof of ownership (console screenshot) from Gladly Support
- The list of phone numbers to port

Your new provider will then submit the port request through their standard telecom porting system. Twilio's system will receive the request automatically.

If you're transferring multiple numbers, ask your new carrier to submit all numbers together in a single porting request. This ensures the entire batch is processed at the same time.

### Step 4 — Gladly approves the port-out

Once your new provider submits the request and the Twilio porting team reviews and approves it, Gladly finalizes the port-out request by releasing the number. Depending on the number type, this may happen automatically or require manual approval by Gladly Support within 24 hours.

### Step 5 — The number transfers

After Gladly Support approves the port request, the number(s) will transfer to your new provider. Don't make any changes to the number in your Gladly configuration until the transfer is fully confirmed.

## Special rules by number type

The CSR address and approval process vary depending on your number type.

### US numbers

Use the exact CSR address listed in Step 2. No additional steps required.

### Canadian numbers

Twilio doesn't store CSR data for Canadian numbers. Use your own Canadian business address on the LOA instead of the Twilio address.

Port-out requests for Canadian numbers must be manually approved in the Twilio console within 24 hours of the email notification. Contact Gladly Support to confirm timing.

### Toll-free numbers

Twilio doesn't store CSR data for toll-free numbers. Use your own business information on the LOA.

Requests must be approved within 24 hours by Gladly Support, or you can include the Twilio Account SID on the LOA to trigger instant auto-approval. Contact Gladly Support to discuss which option works best for your timeline.