Porting refers to the process of transferring a phone number into CallRail. You can port a phone number you own into your CallRail account. Once the porting process is complete, the number becomes a CallRail tracking number. You can use this number in your marketing campaigns to collect analytics.
Porting your phone number into CallRail is free.
Getting started
- You must have a credit card added to your account to begin the porting process.
-
On average, it takes 4-6 weeks from the time we receive your porting documents to the time the port is complete. Large port requests, or requests made in bulk, can take up to 6-8 weeks. The amount of time varies depending on the carriers involved. Your number will transfer at any time during this window. Your numbers are pre-configured in your account to ensure there is no downtime when the number transfers.
- You must have a destination number to forward to before you port your number to CallRail.
-
Every number in CallRail needs to forward to an existing number you own outside of CallRail. You will add this destination number to the CSV you upload as the "forwarding number" when you submit your port request.
-
- Do not cancel service with your existing provider until you have confirmed the port is complete.
- If you cancel your service before the port is complete, your existing provider may cancel your phone number and you may be unable to transfer or recover it.
- Once the number is ported into CallRail, standard per-number and per-minute fees apply, just like your other CallRail numbers.
Port a number into CallRail
Follow these instructions to submit a port request.
Note: to submit a port-in request, you need to be an administrator or a manager on the CallRail account. 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 get their approval.
- Select the Settings icon on the left navigation bar.
- Choose the company where you'd like to port the number.
- Choose Porting In from the Calls & Texts header on the left.
- Select the Create Port Request button at the top of the screen to begin creating your port request.
- Type in the desired name for your port request under the Port Request Name header.
- Under the Numbers header, select the CSV template link to download the file and list all the numbers you plan to port. To be accepted, the CSV file must include:
- Tracking number(s) that you want to port.
- Forwarding number(s) that each tracking number should forward to.
- Each tracking number's name and source.
- Companies with your account that the tracking number(s) should be placed in. - Select the Upload CSV button to upload the CSV file.
-
Under the Most Recent Invoice header, select the Upload PDF button to upload a scanned (or electric) copy of your most recent phone invoice. The invoice should include your account and address information for all the numbers you'd like to port. Alternatively, you can request a Customer Service Record (CSR) from the current carrier. This will contain all the business details for each requested number. If you don't have a copy of your most recent phone invoice or CSR, you can upload a screenshot of the numbers in your current account.
- Under the Letter of Authorization header, select whether you or someone else will sign the Letter of Authorization (LOA). If you fill out the document, complete the requested information. If you’re sending the document to someone else, provide the recipient’s name and email address in the appropriate fields.
- Select the Submit button when all requested information has been provided.
- Follow the progress of your port requests within the table. You will be able to see the name of each port request, who submitted the request, the date the request was made, and the status of each request.
Please note: When client managers submit port requests, they'll only see a list of the requests they have submitted within the table.Optional: Select the Eye icon at the end of each row of the table to see a summary card of each port request. This card includes the account name, the port name, who made the port request, and the request date. There are links to the most recent invoice provided and to the document showing which numbers are to be ported.
Optional: Select the Pencil icon within each row of the table to see the unfinished Letter of Authorization if you need to complete the document to finish the port request.
FAQs
Does it cost anything to port a number to CallRail?
There is no cost in CallRail to port a number into our system. However, we recommend contacting the carrier you're transferring from to ensure they don't charge any port-out fees.
What can I provide if I don't have my most recent invoice?
If you don't have an invoice, you can upload the Customer Service Record (CSR) for the number instead. To get your CSR, you'll need to request it from the losing provider.
Another option is to upload a screenshot of an email showing your ownership of the number, a receipt, or a screenshot of the number in your current account.
Can I port my number out of CallRail?
Absolutely. If you wish to port your number out to another provider, the receiving provider will assist you with initiating the port. Due to processes outside our control, the process typically takes 4-6 weeks. During this time, do not close your CallRail account until you have confirmed that the port has completed successfully.
Once your number(s) is ported away, do the following to avoid further charges:
- Confirm with your gaining carrier that the number(s) requested for your port have successfully been completed.
- Place a test call to your number from an unrelated number(s) or another number that's not connected to your ported phone number.
- Disable the number in CallRail to avoid future charges on your invoice.
If you are porting out all of your CallRail number(s), you can safely disable your account once you have confirmation that your number(s) are active with your new carrier.
Which numbers can be ported?
Local and toll-free US and Canadian phone numbers can be ported to accounts that are current, in good standing, and out of the free trial period. CallRail accepts other international ports (Australia and the United Kingdom), but please contact our Support team to begin that process. They will provide an international LOA for you to use.
Who can help port my numbers?
Your receiving provider will manage the porting process. Once CallRail receives the request to port numbers from your account, we will reach out to the account administrator to verify that numbers can be added and will pre-configure numbers in your account. No downtime will occur on your numbers while the port is taking place.
Why does my number show as pending after the port was completed?
A successfully ported number will show as Pending until that number is called for the first time. This can be done by a customer or via a quick test call. Once that happens, the number will appear in the Active tab in the Tracking section of the app.
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.
Where can I find the SID?
Please contact our Support team if you need help accessing your SID.
What if my current carrier says there is no porting PIN for my numbers?
Some carriers do not use PINs, while others use generic PINs like 0000 or 1234. If there is no porting PIN, you can write NO PIN REQUIRED or N/A in the PIN for numbers porting in a section of our Letter of Authorization.