You can port your tracking numbers from CallRail to another provider, but we’d be sorry to see you go!
If you wish to port your tracking number to another provider, the receiving provider will initiate the port. Due to regulations outside our control, the process typically takes 4-6 weeks. During this time, please do not deactivate your number(s) or close your CallRail account until you have confirmed that the port has been completed successfully.
Porting a number away from CallRail
Use these instructions to submit a request to port numbers away.
- The administrator on your account can submit a ticket to our Support team, authorizing the port away. Include the tracking numbers you want to port away from CallRail.
Please Note: managers on the account can also submit a request to port numbers away. If you submit a porting request as a manager, our Support team will contact the account administrator or copy them on any emails or communication to obtain their approval. - Our Porting team will provide the Customer Service Record (CSR) with the details of the port away.
- Contact your new provider to initiate the porting process and provide them with the CSR.
- Once your new provider submits the request to obtain the numbers, our carrier will receive the request and approve it.
- When your new provider receives the approval, they will notify you of the scheduled porting date for the numbers.
What to do after the number is ported away
- Place a test call to your number from an unrelated number or another number that's not connected to your ported phone number to confirm it's routing properly in your new system.
- Deactivate the number in CallRail.
Requesting a partial port away from CallRail
CallRail can split a phone number's voice and text message(SMS) functionality between carriers. If desired, you can have phone calls routed to a CallRail tracking number while having the text messages with a different service provider (or vice versa). By doing this, you can still take advantage of CallRail's attribution data while moving part of your phone service to your desired carrier.
To request a partial port, follow steps 1 through 3 from the above section. When doing step 3, inform your new carrier that you want to port away only the SMS capability. Once CallRail receives the port-away request, we will email the account administrator asking for approval to release the SMS capability. If you approve or do not reply within 48 hours, the SMS capability will be released to the requesting carrier. If you have changed your mind about the port and want to keep all functionalities in CallRail, the account administrator will need to fill out a letter of Authorization (see attached file below) and send it back within 48 hours of our email.
FAQS
Which numbers can be ported?
You own the numbers you create in CallRail, and we won't block or reject any port-out requests that have been approved by an administrator on your account. Porting a U.S. or Canadian tracking number away from CallRail is free.
For tracking phone numbers outside the United States and Canada, CallRail will approve any request to port numbers away with your consent; however, there may be carrier fees associated with porting out an international number. Also, while CallRail and our immediate upstream carriers don't block port-away requests, portability in some international regions prevents numbers from being ported. If you're porting an international number away from CallRail, our Porting team will work closely with you to ensure you have all the information you need to port a number away from CallRail.
How do I cancel my porting request?
You can reply to your existing Support ticket and request the port be canceled, or you can submit a new ticket.
How do I obtain my Customer Service Record (CSR) or PIN for my phone numbers?
Our Porting team can provide you with CSRs or PINs when necessary. Simply contact to our Support team, and we’d be happy to help.
Can I port numbers out while I am in trial?
If you are on a CallRail trial, you won't be able to port numbers out of CallRail until a credit card has been updated or added to your account. Once you've added a credit card, our Porting team can assist you in the port-out process.
What if my new provider asks for a BTN?
When you start a port-in request with a new provider, they may request a BTN (Billing telephone number). CallRail does not have BTNs saved for any account. You can use the number you are porting away from CallRail as the BTN. If you are porting out multiple numbers, you can use any of them as the BTN.
Can I port away the voice portion of a number only, and leave SMS with CallRail?
Yes, however, our carrier does not allow the voice capability to be ported away by itself. The number's voice and SMS capability must be ported away fully, and once the number has completely ported away, we may place a request to port in SMS only back into their CallRail account.
Can I port in the voice or SMS feature only?
No. Our carrier requires that the number's full capabilities are ported in first, and then we can continue to work on the split of voice and SMS (text).
Can I port out SMS while I am in a trial period?
If you are in a trial period, you won't be able to port away a number's SMS feature until a credit card has been updated or added to your account.