If clients, referrers and search results already know your number, keep it. Porting moves it into FrontDesk so the AI answers it, and nothing changes for callers.
Who can do it
- Only the account owner can start, edit, submit or cancel a number transfer. A port moves the practice's number, so it's the owner's call, like releasing a number. Anyone else who tries sees "Only the account owner can start, change, submit or cancel a number transfer."
- Team members can see the transfers for the locations they work at, to follow their progress.
- Carrier details stay hidden. Once saved, the carrier account number and PIN are never shown again, to anyone: the app shows only the last four digits of the account number and whether a PIN is on file.
Before you start
Have a recent bill from your current carrier to hand. The port succeeds only when the details you enter match the carrier's records: the business name and service address on the account, the account number, and the PIN if your carrier uses one.
Submit a request
- Open Settings → Phone & SMS, Calls tab, and click Have a number you want to keep?. The Bring your existing number panel opens, headed Port Your Phone Numbers.
- Click Port a Phone Number and fill in: Phone Number to Port, Current Carrier, Carrier account number and PIN ("If required by carrier"), Business Name (as on carrier account), Authorized Contact Name, Service Address (as on carrier account) with city, state and ZIP, and Notes (optional).
- Save as Draft to finish later, or Continue & Submit.
When you submit, FrontDesk emails you a confirmation and the FrontDesk team takes the request to your carrier. The request card then tracks progress (Submitted → Processing → Port Scheduled → Completed), with the Port date once the carrier confirms one. Along the way it may read Awaiting LOA if your carrier requires a signed Letter of Authorization; FrontDesk contacts you with what to sign.
While it is in progress
Your number keeps working at the old carrier until the port date. Check the request card on the Calls tab for its status; typical time from submission to completion is two to four weeks. Keep your old phone service until the port has completed.
To have the AI answering meanwhile, get a new number first if the location has none (Get a phone number), or forward your existing number to FrontDesk (Forwarding vs. buying a number).
When it completes
When the card shows Completed, the number has moved to FrontDesk. Call it from another phone to confirm the AI answers, and contact support if it does not. Texting on it follows your organization's registration; see Turn on texting.
If it is rejected
The card shows Porting Rejected, with the carrier's reason when one was given. Click Edit & Resubmit, correct the details so they match the carrier's records, and submit again. Cancel Request withdraws a port that has not completed.